# Renewal Remarketing Prep Assistant

Agent blueprint, validated with 8 team members · Task: Renewal review and remarketing · Commercial Lines Service · readiness 76/100 · AI assist (a person acts)

Builds the renewal package for each upcoming renewal. It reads the ACORD application, fills the carrier portal submissions, collects quotes into the Renewal Marketing Summary, and drafts a recommendation. A licensed account manager approves every submission, the recommendation and every client message.

**Trigger:** An account appears on the renewal list in Applied Epic 60 to 90 days before the policy expires.

**Inputs:** Renewal list entry and expiring policy details from Applied Epic (premium, expiration date, carrier, coverages); Renewal premium increase versus expiring premium; ACORD application PDF for the account (revenue, payroll, locations, drivers, losses); Loss information and the carrier's claims handling history for the client; Quote results from The Hartford and Liberty Mutual portals; Renewal Marketing Summary Excel template

**Done when:** A marketing summary with the team's recommendation has been sent to the client, the activity is logged in Applied Epic, and the renewal is bound.

## Steps

1. Detect new renewals in the 60-90 day window and open a case (Applied Epic, api): Read the renewal list and expiring policy details, and compute the premium increase percentage.
2. Flag accounts with a premium increase over 15% for remarketing (Applied Epic, ai): Apply the team's 15% rule. Show the other accounts to the account manager with the increase size, as the remarketing call is theirs.
3. Extract application data from the ACORD PDF into a structured sheet (Adobe Acrobat, ai): Read the saved PDF file (OCR if scanned). Mark any fields that are unreadable or inconsistent with Epic.
4. Approve remarketing decision, carriers to approach and extracted data (Applied Epic, person): Licensed account manager confirms whether to remarket, picks carriers, and corrects the extracted data.
5. Enter the approved application data into The Hartford portal submission (The Hartford Agent Portal, ui automation): Portal has no API, so a browser agent works the screens. Stop before final submit for approval.
6. Enter the approved application data into Liberty Mutual quote request (Liberty Mutual Agent Portal, ui automation): Only when selected. Portal is UI-only. Stop before final submit for approval.
7. Approve each portal submission before it is sent to the carrier (Carrier agent portals, person): Account manager reviews the filled screens and presses submit, or releases the agent to do so.
8. Collect returned quotes from the carrier portals (Liberty Mutual Agent Portal, ui automation): Read quote results from the portal screens. Same approach for The Hartford. Hand off if a screen doesn't match.
9. Pre-fill the Renewal Marketing Summary with incumbent and carrier quotes (Excel, connector): Write quote figures and coverage notes into the spreadsheet, replacing hand retyping from the Liberty Mutual portal.
10. Draft a side-by-side comparison and a suggested recommendation (Excel, ai): Show price difference against the 10% rule, coverage differences and claims-handling notes. Mark it as a draft for review.
11. Decide the recommendation and approve the summary for the client (Excel, person): Licensed account manager sets the Recommendation field. Coverage advice stays with licensed staff.
12. Draft the client email with the Renewal Marketing Summary attached (Outlook, ai): Prepare the draft in the account manager's mailbox. Nothing is sent without approval.
13. Send the approved email to the client (Outlook, connector): Runs only after the account manager approves the draft.
14. Log the renewal activity and attach the summary in Applied Epic (Applied Epic, api): Runs after approval and logs the client communication as an activity, as the company rules require.

## Approvals

- Remarketing decision, carrier selection and the extracted application data, before any portal entry
- Each carrier portal submission, before it is sent
- Writing the quote data and draft into the Renewal Marketing Summary
- The recommendation, set by a licensed account manager
- The client email, before it is sent

## Prerequisites

- Applied Epic API access with a service account that can read renewals and policies and write activities
- A dedicated sign-in for the agent on The Hartford and Liberty Mutual portals, with multi-factor handled
- Check The Hartford and Liberty Mutual terms of use for automated access before building
- Power Automate licenses that include browser or desktop automation, and Microsoft 365 Copilot licenses for reviewers
- Excel connector access to the Renewal Marketing Summary template location, with a fixed template layout
- A way for the agent to read ACORD PDFs from a shared location (Adobe Acrobat has no API)

## Risks

- Portal screens change without notice. Monitor runs and hand to a person whenever a screen doesn't match.
- Scanned or inconsistent PDFs may cause extraction errors that carry into carrier submissions. This is why the data is reviewed before entry.
- Wrong data submitted to a carrier is an errors and omissions exposure. Approvals before each submission reduce this.
- The recommendation may be treated as coverage advice. Only licensed staff may set it, and the draft is labeled as a suggestion.
- Portal automation may breach carrier terms or trigger account lockouts if not agreed.

## Measure after launch

- Median work minutes per renewal (baseline 34; 40 on the full path)
- Team hours per week on renewal remarketing (baseline 17.3)
- Share of application data retyped by hand and the mismatch rate (baseline: Hartford 87% retyped, 3.2% mismatch; Liberty Mutual 91% retyped)
- Renewal retention rate

## Decisions

| Decide | Rule | Source |
| --- | --- | --- |
| Whether to remarket the account to other carriers | Accounts with a premium increase over 15% are always remarketed. Below that it's a judgment call based on the request, and the team gave no criteria or approver. | team |
| Recommendation: renew with the current carrier or move | Stay with the incumbent unless another carrier is at least 10% cheaper for the same coverage. Some answers add coverage and claims handling by the carrier. Renewing with the incumbent is the most common outcome (about 65%). The team disagrees on whether price alone decides, so the agent only suggests and the licensed account manager decides. | team |
| Which carriers receive the submission | Not known yet: ask the team. The Hartford is used in every observed case and Liberty Mutual in about 71%, but the selection rule is not stated. | unknown |
| Whether to produce a Renewal Marketing Summary | Not known yet: ask the team. It is used in about 55% of cases and the reason is not stated. | unknown |
| Handling of mid-year operations changes and large-loss accounts | Not known yet: ask the team. Handling was not described. | unknown |

## Still to answer before building

- What triggers a remarket decision other than the 15% increase, and who is involved or approves?
- Where are the 10% and 15% rules documented, and does any approval apply?
- Does the recommendation also depend on coverage and claims handling, and how are these weighed against price?
- Which carriers get the submission and what decides that? Why is Liberty Mutual used in only about 71% of cases and the summary in about 55%?
- How should mid-year operations changes and large-loss accounts be handled, and how often do they occur?
- Are ACORD PDFs mostly scanned, and can they be saved in a shared location for the agent?
- Do The Hartford and Liberty Mutual allow automated access under their terms, and how is multi-factor handled?

## Exceptions

- When ACORD PDF is scanned or not copyable (the most commonly reported reason for retyping; about 87-91% of portal entries were retyped): Run OCR and mark low-confidence fields. If still unreadable, hand to the account manager with the fields found so far.
- When Extracted data differs from Applied Epic (the observed Acrobat to Hartford mismatch rate is 3.2%): Show both values to the account manager and let them choose. Do not enter the data until it is resolved.
- When A portal screen doesn't match what the agent expects, or sign-in or multi-factor fails: Stop the run and hand to a person with a screenshot and the data already prepared.
- When Liberty Mutual is not used (about 29% of cases) or no Renewal Marketing Summary is made (about 45% of cases): Run only the carrier steps the account manager selected. Rules for choosing carriers aren't known yet, so ask the account manager each time.
- When Client changed operations mid-year (frequency unclear in team answers): Flag for the account manager with the application data. The team did not describe handling, so the agent does not decide.
- When Account with big losses where most carriers decline (frequency unclear): Flag for the account manager and list any declines received. Handling is not described by the team.

## Build with

- Power Automate: Orchestrates the flow, runs Epic API calls, Excel and Outlook connectors, and approval steps; hosts browser automation for the two portals.
- Microsoft 365 Copilot / Copilot Studio: Extracts ACORD data, drafts the comparison, recommendation suggestion and client email, and interacts with the account manager in review.
- Applied Epic: Source of renewal list and policy data, and where the activity is logged.
- Excel: Holds the Renewal Marketing Summary through the connector.
- Outlook: Drafts and sends the client email through the connector.

## Effort and return

- Size L, about 5-9 weeks (Power Automate (cloud flows, approvals, desktop or browser automation), Copilot Studio / AI document extraction, Applied Epic API, Insurance renewal process knowledge from a licensed account manager)
- Team time on this task now: 17 h/week; expected back: 3-5 h/week

## Evidence

- 52% of cases follow the same steps (some skip a step)
- 17 team hours a week
- data is moved by hand from Adobe Acrobat to The Hartford Agent Portal (87% retyped)