Example Insurance Group · Commercial Lines Service · 2026-10-19 to 2026-10-23
How the work actually flows
Each task below is built from every case the team handled: the steps people actually take, how many follow the main path, where work is redone, and how long cases sit waiting. Process policy changes (endorsements) takes the most time (28 of 113 tracked hours a week).
Process policy changes (endorsements)
127 cases a week · 8 people · typical case: 12 min of work
Main path · followed by 22% of cases · 13 min
Microsoft Outlook2 min
→Account · Policies (Applied Epic)3 min
→Edit Activity type
→Policy Change (Travelers Agent Portal)5 min
→Edit Change type
→Edit Effective date
→Account · Activities (Applied Epic)2 min
→Edit Activity status
→Microsoft Outlook2 min
→Edit Message body10 s
| Path | Cases | Work | Start to finish |
|---|
| Main path | 22% | 13 min | 13 min |
| Adds “Policy Change (Liberty Mutual Agent Portal)”; skips “Policy Change (Travelers Agent Portal)” | 14% | 10 min | 10 min |
| Adds “Policy Change (The Hartford Agent Portal)”; skips “Policy Change (Travelers Agent Portal)” | 13% | 15 min | 15 min |
| Skips “Account · Activities (Applied Epic)”, “Edit Activity status” | 9% | 12 min | 13 min |
| Adds “Policy Change (Liberty Mutual Agent Portal)”; skips “Policy Change (Travelers Agent Portal)”, “Account · Activities (Applied Epic)” | 7% | 9 min | 9 min |
| Other paths (each used by fewer than 5 people, pooled) | 28% | | |
Where time leaks
- 33% of cases add “Policy Change (Liberty Mutual Agent Portal)”.
- 26% of cases add “Policy Change (The Hartford Agent Portal)”, adding about 2 min each time.
- 8% of cases edit the same field twice.
- Data is moved by hand from Microsoft Outlook to Travelers Agent Portal in most cases; 56% of the time it's retyped rather than pasted, and 4% of moved values didn't match the source.
- Data is moved by hand from Travelers Agent Portal to Applied Epic in most cases; 90% of the time it's retyped rather than pasted, and 8% of moved values didn't match the source.
How choices are made (from recorded dropdowns)
- When Change type is Add driver, Activity status is Pending underwriting (83% of 23 cases)
- When Change type is Change mailing address, Activity status is Completed (100% of 12 cases)
- When Change type is Remove vehicle, Activity status is Completed (90% of 10 cases)
Training guide for this task →
Issue certificates of insurance
224 cases a week · 8 people · typical case: 6 min of work
Main path · followed by 60% of cases · 6 min
Microsoft Outlook1 min
→Account · Proof of Insurance (Applied Epic)3 min
→Edit Holder type
→Edit Additional insured
→Edit Waiver of subrogation
→Edit Description of operations
→Microsoft Outlook1 min
→Edit Message body10 s
| Path | Cases | Work | Start to finish |
|---|
| Main path | 60% | 6 min | 6 min |
| Adds “Applied Epic” | 23% | 7 min | 7 min |
| Repeats “Edit Additional insured”, “Edit Waiver of subrogation” | 7% | 11 min | 12 min |
| Other paths (each used by fewer than 5 people, pooled) | 10% | | |
Where time leaks
- 29% of cases add “Applied Epic”, adding about 2 min each time.
- 16% of cases edit the same field twice.
- Data is moved by hand from Microsoft Outlook to Applied Epic in most cases; 33% of the time it's retyped rather than pasted, and 1% of moved values didn't match the source.
- Data is moved by hand from Applied Epic to Travelers Agent Portal in most cases; 50% of the time it's retyped rather than pasted.
How choices are made (from recorded dropdowns)
- When Holder type is General contractor, Additional insured is Yes (99% of 91 cases)
- When Holder type is Landlord, Additional insured is Yes (96% of 52 cases)
- When Holder type is Lender, Additional insured is No (94% of 36 cases)
- When Holder type is General contractor, Waiver of subrogation is Yes (75% of 91 cases)
- When Additional insured is No, Waiver of subrogation is No (91% of 57 cases)
- When Holder type is Vendor or customer, Waiver of subrogation is No (87% of 45 cases)
Training guide for this task →
Check issued policies against the proposal
50 cases a week · 8 people · typical case: 24 min of work
Main path · followed by 64% of cases · 19 min
Applied Epic5 min
→Policy Declarations.pdf (Adobe Acrobat)9 min
→Policy Checklist.xlsx (Excel)7 min
→Edit Checking result10 s
| Path | Cases | Work | Start to finish |
|---|
| Main path | 64% | 19 min | 19 min |
| Main path | 28% | 33 min | 33 min |
| Other paths (each used by fewer than 5 people, pooled) | 8% | | |
Where time leaks
- Data is moved by hand from Applied Epic to Microsoft Excel in most cases; 94% of the time it's retyped rather than pasted.
Training guide for this task →
Renewal review and remarketing
31 cases a week · 8 people · typical case: 34 min of work
Main path · followed by 36% of cases · 40 min
Applied Epic6 min
→ACORD Applications.pdf (Adobe Acrobat)8 min
→New Submission (The Hartford Agent Portal)7 min
→Quote Request (Liberty Mutual Agent Portal)7 min
→Renewal Marketing Summary.xlsx (Excel)10 min
→Edit Recommendation10 s
| Path | Cases | Work | Start to finish |
|---|
| Main path | 36% | 40 min | 40 min |
| Skips “Renewal Marketing Summary.xlsx (Excel)”, “Edit Recommendation” | 16% | 24 min | 25 min |
| Other paths (each used by fewer than 5 people, pooled) | 48% | | |
Where time leaks
- Data is moved by hand from Adobe Acrobat to The Hartford Agent Portal in most cases; 87% of the time it's retyped rather than pasted, and 3% of moved values didn't match the source.
- Data is moved by hand from Adobe Acrobat to Liberty Mutual Agent Portal in most cases; 91% of the time it's retyped rather than pasted.
Training guide for this task →
Resolve billing questions
147 cases a week · 8 people · typical case: 4 min of work
Main path · followed by 29% of cases · 4 min
Microsoft Outlook56 s
→Account · Accounting (Applied Epic)1 min
→Billing Center (Liberty Mutual Agent Portal)51 s
→Microsoft Outlook56 s
→Edit Message body10 s
| Path | Cases | Work | Start to finish |
|---|
| Main path | 29% | 4 min | 4 min |
| Adds “Billing Center (The Hartford Agent Portal)”; skips “Billing Center (Liberty Mutual Agent Portal)” | 29% | 4 min | 4 min |
| Adds “Billing Center (Travelers Agent Portal)”; skips “Billing Center (Liberty Mutual Agent Portal)” | 22% | 5 min | 5 min |
| Main path | 6% | 3 min | 3 min |
| Other paths (each used by fewer than 5 people, pooled) | 15% | | |
Where time leaks
- 36% of cases add “Billing Center (The Hartford Agent Portal)”.
- 28% of cases add “Billing Center (Travelers Agent Portal)”.
- Data is moved by hand from Applied Epic to Liberty Mutual Agent Portal in most cases; 45% of the time it's retyped rather than pasted.
- Data is moved by hand from Applied Epic to The Hartford Agent Portal in most cases; 42% of the time it's retyped rather than pasted.
Training guide for this task →
Report new claims (first notice of loss)
30 cases a week · 8 people · typical case: 10 min of work
Main path · followed by 73% of cases · 10 min
Microsoft Outlook2 min
→Applied Epic2 min
→Edit Claim type
→Microsoft Edge3 min
→Edit Loss description
→Applied Epic2 min
→Edit Claim status10 s
| Path | Cases | Work | Start to finish |
|---|
| Main path | 73% | 10 min | 10 min |
| Skips “Microsoft Outlook” | 17% | 8 min | 9 min |
| Other paths (each used by fewer than 5 people, pooled) | 10% | | |
Where time leaks
- Data is moved by hand from Applied Epic to Liberty Mutual Agent Portal in most cases; 64% of the time it's retyped rather than pasted.
- Data is moved by hand from Applied Epic to Travelers Agent Portal in most cases; 33% of the time it's retyped rather than pasted.
Training guide for this task →
How this was built
Steps are linked into cases by record numbers (kept only as one-way codes) and timing. Paths are compared, never people: a path is only shown when at least 5 people followed it. “Waiting” is any pause of 30 minutes or more on an open case; cases handed between colleagues can't be followed yet, so waits between people are not counted.