Commercial Lines Service · Agent blueprint · validated with 8 team members

Endorsement Prep & Entry Agent

Reads client change requests in Outlook, prepares each change from the Applied Epic policy, and enters it on the carrier portal after a person approves. After the carrier responds, it records status and premium in Epic and drafts the client confirmation. Staff approve before every write, portal submission and email.

64readiness · Standardize first

4–10 hback per week, of 28 h now

$8K–22Ka year

6–10 wkto build · size L

Build this after the team follows one procedure (see the training guide). Today too many cases take different paths for an agent to follow reliably.

Trigger

A client change request arrives in the shared Outlook mailbox (new truck, new driver, removed vehicle, new location, address change). One email can hold several changes.

Done when: The carrier has accepted the change, Applied Epic holds the activity with type, change type, effective date, status and premium, and the client has received the confirmation with new ID cards. For changes pending underwriting, the case stays open until the carrier decides.

Needs: Client email text and attachments (VIN, driver name, date of birth, license number, location details, requested effectiv; Applied Epic account and policy record, including the policy's carrier; Carrier portal response (accepted online or referred to underwriter), premium, and MVR result for new drivers; Carrier driver eligibility guidelines (for young or high-violation drivers)

What the agent does

1
Detect new change-request email and pull its text and attachments · Outlookconnector
2
Identify client, list each requested change, and extract vehicle or driver details · Microsoft 365 Copilotai
One change type per requested change. Flag unclear requests, missing details, and anything that needs coverage advice.
3
Find the account and policy, and read the carrier and policy type · Applied Epicapi
4
Check for young driver, violations, or audit-rated policy; collect guideline notes · Microsoft 365 Copilotai
Flagged cases go to staff with the findings instead of continuing automatically.
5
Show the prepared change set (change types, effective date, carrier) for approval · Outlookperson
The account manager approves or corrects the whole prepared change in one step, including the Epic activity to be logged.
6
Log the request as an activity with activity type, change type and effective date · Applied Epicapi
7
Sign in to the policy's carrier portal and open Policy Change · Carrier agent portalsui automation
Portals have no API, so a browser agent works the screens with a dedicated sign-in.
8
Enter change type, effective date, and vehicle or driver details; submit · Carrier agent portalsui automation
Runs only after approval. Stops and hands to a person if a screen does not match.
9
Read the carrier outcome: accepted online or referred to underwriter, plus premium · Carrier agent portalsui automation
10
Propose activity status and premium from the outcome; person confirms · Applied Epicperson
Completed if accepted online; Pending underwriting if referred (usual for new drivers until the MVR).
11
Update activity status and premium on the Epic activity · Applied Epicapi
12
Draft client confirmation, only if the carrier accepted, with ID cards · Microsoft 365 Copilotai
No confirmation is drafted while the change is pending or rejected.
13
Review the draft and ID cards, then approve sending · Outlookperson
14
Send the confirmation reply to the client · Outlookconnector

Decisions the agent makes

Decide	Rule	Source
Change type(s) to record	Choose whatever the client asks for in the email. If the email asks for several changes, record each as its own change type.	The team
Activity status after carrier response	Completed when the carrier accepts online (usual for vehicle and address changes). Pending underwriting when it goes to an underwriter (usual for new drivers until the MVR). Team described it two ways (by change type and by carrier outcome), probably consistent; confirm. Data: Add driver is Pending in 83% of 23 cases, Change mailing address is Completed in 100% of 12, Remove vehicle is Completed i	Team, confirmed by data
Which carrier portal to use	Use the portal of the carrier that holds the policy (Travelers, Liberty Mutual, The Hartford). The team did not say how this is chosen beyond that, and the reason for Liberty Mutual visits is unclear.	The team
Whether to check carrier driver eligibility guidelines	For young drivers or drivers with violations, look up the carrier's driver eligibility guidelines before or while submitting, and send the change to the underwriter.	The team
When the client may be told the change is done	Only after the carrier accepts the change. Never confirm coverage before that.	The team
Whether staff approval is required	Policy forbids unattended actions, so approval is required before Epic writes, portal submissions and client emails. The team did not say which approvals they use today.	Observed choices
Whether a request needs coverage advice	Coverage advice is given only by licensed staff, so hand these requests to a person.	Observed choices

Where a person signs off

Account manager approves the prepared change set before the Epic activity is logged and before anything is submitted on a carrier portal
Account manager confirms activity status and premium before they are written to Epic
Account manager approves the client confirmation (and ID cards) before it is sent, and only after carrier acceptance

Exceptions

When	What the agent does
Driver is under 21 or has violations (frequency unclear: team answers split between almost never and sometimes or often)	Hand to a person with the driver details and the carrier's eligibility guideline notes. The change goes to the underwriter and the status stays Pending underwriting.
New-driver changes, where about 83% end as Pending underwriting (about 25% of cases wait on underwriter or MVR)	Set status Pending underwriting after approval and send no confirmation. Add the case to a pending list for staff follow-up. Follow-up timing is still an open question.
Mid-term change on an audit-rated policy (share not known)	Stop and hand to a person to get payroll information first. Do not submit.
Information missing or unclear in the request (about 8% of cases redo steps)	Hold the case, draft a request for the missing details to the client for approval, and resume when the reply arrives.
Request needs coverage advice, or the email holds several changes that conflict	Hand to licensed staff. The agent gives no coverage advice.
Policy's carrier is not Travelers, Liberty Mutual or The Hartford, or the portal screen does not match what the agent expects	Stop, keep the prepared data, and hand to a person to enter manually.

Build with

Power Automate: Orchestrates the flow, the Outlook connector, approval requests, and the Epic API calls (custom connector or HTTP)
Microsoft 365 Copilot: Reads emails, splits multiple changes, flags driver exceptions, and drafts the client confirmation
Power Automate desktop / browser automation (UI flows): Works the carrier portal screens, one script per carrier, starting with Travelers
Applied Epic API: Reads policies and writes activities, status and premium

Skills: Power Automate, Copilot Studio / prompt design, Browser or UI automation, Applied Epic API, Insurance servicing process knowledge

Before building

Write down the standard procedure first (readiness is 'standardize'): carrier choice, driver-exception handling, and status rules
Dedicated agent sign-in for each carrier portal (Travelers, Liberty Mutual, The Hartford), with multi-factor handled
Check each carrier portal owner's terms on automated access before building
Applied Epic API access and a service account that can read policies and write activities
Outlook connector access to the shared mailbox, and Power Automate and Microsoft 365 Copilot licenses for the builder and approvers
Source for ID cards identified (portal download or other), and standard confirmation wording agreed

Risks

Carrier portal screens change without notice, so scripts break. Monitor every run and hand to a person when a screen doesn't match.
Portal terms or multi-factor rules may limit automated access
Three portals with different screens multiply build and upkeep. Pilot Travelers first (largest share, about 40% of cases), then add the others.
Misread email details (VIN, license number, date of birth) could submit a wrong change. The approval step shows the extracted values next to the source email.
Pending underwriting cases could be forgotten without a follow-up process

How we'll know it worked

Median work time per endorsement (baseline 12.5 min; 28 team hours a week across 127 cases)
Share of details retyped between Outlook, carrier portal and Epic (baseline 56% to Travelers portal, 81-90% portal to Epic)
Portal-to-Epic mismatch rate (baseline up to 7.5% for Travelers)
Share of cases with steps redone (baseline 8%)

Still to answer before building

How is the carrier chosen, and why do only some cases use the Liberty Mutual or Hartford portals? Data shows these as carrier variants, while the team links Liberty visits to eligibility lookups.
How are cases pending underwriting followed up and tracked, and how soon?
What does the client receive besides ID cards, where do the ID cards come from, and is there standard wording?
Where are the rules written down, and which approvals are required today?
Why is Microsoft Edge opened in some cases (adds about 3 min)?
What payroll information is needed for audit-rated policies, who provides it, and how often does this happen?
How often do young or high-violation driver exceptions occur? Team answers are split.
Where are the carrier eligibility guidelines found, and can they be read without the portal?

Where the team disagrees

Settle these first: an agent needs one rule, and new hires get mixed answers today.

Activity status is described two ways: by change type (new drivers pending until the MVR, vehicle changes completed right away) and by carrier outcome (completed if accepted online, pending if sent to an underwriter). The two are probably consistent, but the answers don't say so.
Exception frequency is split among those who answered: half said almost never, and the other half said sometimes or often.

Evidence

too many different paths for an agent to follow reliably; the training guide comes first
31% of cases follow the same steps (some skip a step)
28 team hours a week
data is moved by hand from Microsoft Outlook to Travelers Agent Portal (56% retyped)
8% of cases redo steps
33% of cases need an extra lookup (an exception the agent must handle)

Observed main path (22% of cases): Microsoft Outlook → Account · Policies (Applied Epic) → Edit Activity type → Policy Change (Travelers Agent Portal) → Edit Change type → Edit Effective date → Account · Activities (Applied Epic) → Edit Activity status → Microsoft Outlook → Edit Message body

Handover spec for the builder (text) →

Designed by AI from how the team did this work (2026-10-19 to 2026-10-23), the company's tools and its rules. A starting point for the builder: confirm system access and approvals before building.