Certificate requests, renewal chasing and quote re-keying are eating your service team's day.
We build and install a done-for-you AI operations system that drafts and routes the repetitive work, so your people review and approve instead of retyping.
Built for owner-operated P&C and commercial lines agencies. Scoped engagements, $5k–$25k.
Three jobs that quietly drain the service desk
None of these are hard. They are repetitive, they interrupt people all day, and they tend to live in individual inboxes.
1
COI and endorsement requests
Requests arrive by email and phone. Each one needs someone to find the client, look up the policy, work out what is being asked for and write the reply, often several times a day for the same few clients.
2
Renewal follow-up that slips
Who has been contacted, who has not replied and what is still outstanding often lives in personal inboxes and spreadsheets. When someone is out or busy, follow-up quietly stalls.
3
Quote intake and re-keying
For new business, the same client details get typed into several carrier portals and then again into the agency management system. It is slow, and every re-type is another chance for a typo.
What we build: one workflow per pain point
Each workflow follows the same pattern. Work is received, classified, matched to the right record, and turned into a draft or a task. A person approves before anything reaches a client.
Certificate & endorsement desk
Request is received by email or from a logged call note
Request type is classified (certificate, additional insured, other change)
Client and policy record are matched
A draft reply or a task for the right person is prepared
A team member reviews, edits and approves before it is sent
Renewal follow-up tracker
Upcoming renewals are pulled from your source of record
Each is classified by what is outstanding
Matched to the account owner and prior correspondence
Follow-up drafts and a shared task list are prepared
The account manager approves each message and owns the outcome
Quote intake once, not five times
Submission arrives (form, email or attachment)
Client and risk details are extracted and classified
Matched to an existing client record, or flagged as new
A single clean data set is prepared for portal and system entry
A producer or CSR checks the data before anything is submitted or sent
Example workflow
Illustrative only. A client emails asking for a certificate naming a new party as certificate holder. The system recognises it as a certificate request, finds the client and policy record, and drafts a reply with the request details pre-filled. It then places the item in the service queue marked "awaiting review". The CSR checks the draft against the policy, makes any changes and approves it. Only then does anything go out. Your real workflow is mapped to how your agency actually handles these requests.
Example workflow screenshot: illustrative mockup. This is a simplified drawing, not a capture of a real client, real policy or a specific product. Names and numbers are placeholders. Your own queue is built inside your agency's tools and mapped to your process.
What the system does not do
It drafts and routes. It does not bind coverage, give coverage advice, or send unreviewed client communications. Licensed people at your agency stay responsible for every decision and every message. We do not claim to be an insurance producer, and we hold no insurance licence or compliance certification.
How an engagement runs
Five phases. Timing and scope for each are set on the scoping call, based on your volume, systems and the workflows you choose.
Scoping callWe learn how your service desk works, which workflow hurts most, and what systems are involved. You get a clear view of fit and price.
Process mapWe document today's steps, hand-offs and exceptions, and define where a human approves.
BuildWe build the workflows inside your own accounts and tools, with drafts and review queues designed around your team.
Supervised pilot on live volumeThe system runs on real work while your team reviews every output, so we can tune it against your actual requests.
Handover with documentationYour team receives written documentation of the workflows, the approval points and how to adjust them.
Engagement range
$5,000 – $25,000
The final price is set after a scoping call and depends on the number of workflows, the systems involved and your volume. There is no obligation to proceed after the call.
Who this is for, and who it is not
A good fit
Independent P&C or commercial lines agencies, roughly $1M–$20M in revenue and 8–80 staff
An existing agency management system your team already works in
At least a few thousand service touches a year (certificates, changes, renewals, quote submissions)
A principal or operations lead who can decide on process changes
Probably not a fit
Solo agents and very small offices, where the volume rarely justifies a custom build
Agencies without a system of record for clients and policies
Anyone looking for a tool that sends client messages or gives advice without staff review
Anyone expecting guaranteed results or a fixed savings figure
Questions agency owners ask
How is our client data handled?
We work inside your agency's own accounts and tools, and your agency owns the workflows we build. We do not need to move your book of business into a system of ours. Access, permissions and what data a workflow may touch are agreed during scoping. See our privacy policy.
Will it work with our agency management system?
Integration depends on what your system and your plan allow, and we confirm it at scoping. We do not promise specific vendor integrations up front, and we have no partnership with any agency management system vendor or carrier. Where a direct connection is not practical, the workflow can often run from email, shared mailboxes, forms or exports instead.
What does a human still do?
Your team reviews and approves every client-facing message, checks drafts against the policy record, makes coverage decisions, and handles exceptions. The system handles the sorting, lookup and first drafts. People keep the judgment and the relationship.
Does it bind coverage or give coverage advice?
No. It does not bind coverage, give coverage advice or send anything to a client without review. Those stay with your licensed staff.
Can you promise time savings?
No. Results depend on your volume, your systems and how your team uses the workflows. The supervised pilot is there so you see how it performs on your real work before handover.
What does it cost?
Engagements are scoped in a range of $5k–$25k. The final price is set after a scoping call.
Tell us where your service desk loses time
A few details so the scoping call is useful. Julien will email you personally to arrange a time.
Thank you, we have your details.
Julien will email you personally to arrange a time. If it is urgent, email julien@relaycairn.com.