Professional Services
Insurance Agency Suite
Respond to every lead in seconds, retain every renewal, and round every account, without adding headcount.
A full operating system for an independent P&C or multiline agency. It covers the entire client lifecycle: from the instant a new lead lands, through quoting and binding, to renewal retention, account rounding, and claims-status reassurance. Speed-to-quote and disciplined follow-up are where independent agencies win new business; disciplined renewal management and proactive cross-sell are where they protect revenue. This suite makes all of it automatic, then layers in document collection, review generation, and referral programmes so producers can stay in front of clients rather than chasing paperwork.
A starting configuration to test against the business's actual evidence and operator constraints.
Illustrative failure hypotheses
Questions for the audit to verify
Slow new-lead response: prospects request quotes from multiple agencies and go with whoever answers first
Open quotes that never get followed up, leaving bound premium on the table
Renewals managed reactively: clients are shopped by competitors because the agency never called first
Mono-line accounts that have never been offered the auto, umbrella, or life coverage they actually need
Claims anxiety driving churn: clients feel abandoned between FNOL and settlement and quietly non-renew
Manual document and signature collection creating week-long delays between quote acceptance and bind
No structured review or referral programme, so satisfied clients never become a lead source
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
Quote Follow-Up
Works every open quote on a structured multi-touch cadence until the prospect binds, declines formally, or is marked inactive.
Quoted prospects go cold within hours. An agent that texts and emails every open quote on a tight, structured cadence visibly lifts bind rate in the first week: the clearest, fastest proof of value for any producer.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
New Business & Quoting
Capture every inbound lead instantly, collect the data needed to rate it, and chase every open quote until it binds or is formally declined.
Designed role descriptions ↓Close ↑
New-Lead Responder
Contacts every inbound quote request within seconds, collects the information needed to rate the risk, and books the producer call or issues a preliminary quote.
Quote Follow-Up
Works every open quote on a structured multi-touch cadence until the prospect binds, declines formally, or is marked inactive.
Document & Signature Collector
Chases every outstanding document, form, and e-signature needed to bind a policy or process a mid-term change, cutting the gap between quote acceptance and bind.
Renewals & Retention
Surface at-risk renewals early, re-engage clients before the competition does, and reduce lapse rates across personal and commercial lines.
Designed role descriptions ↓Close ↑
Renewal Retention Manager
Identifies policies approaching renewal, scores retention risk, proactively contacts clients with their renewal review, and flags re-marketing candidates to the producer before the client is approached by a competitor.
Policy Review Scheduler
A proposed role to scope and validate before any pilot use.
Cross-Sell & Account Rounding
Identify mono-line clients with coverage gaps and present the right product at the right moment to grow revenue per household.
Designed role descriptions ↓Close ↑
Account-Rounding Advisor
Scans the book for mono-line or under-insured accounts, identifies the highest-value coverage gap, and delivers a personalised cross-sell message timed to a natural trigger.
Claims & Service
Acknowledge every claim immediately, keep the client informed throughout the process, and turn a stressful moment into a loyalty-building experience.
Designed role descriptions ↓Close ↑
Claims-Status Concierge
Acknowledges every FNOL immediately, keeps the client informed of claim progress throughout, and flags claims at risk of driving non-renewal so the producer can intervene.
Reputation & Referrals
Convert satisfied clients into five-star reviews and a steady referral pipeline that reduces reliance on paid leads.
Designed role descriptions ↓Close ↑
Review & Referral Booster
Requests a Google or Facebook review at the right moment and activates a structured referral programme with satisfied clients to generate a steady stream of warm introductions.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
Quote-to-bind rate
The share of issued quotes that convert to bound policies, the clearest measure of follow-up and pricing competitiveness.
Policy retention rate
A candidate metric; its source and baseline are not yet defined.
Policies per client
Account-rounding ratio: tracks progress from mono-line to multi-line relationships across the book.
Speed-to-first-contact
A candidate metric; its source and baseline are not yet defined.
Claims-driven non-renewal rate
A candidate metric; its source and baseline are not yet defined.
Google rating and review count
Reflects agency reputation and directly influences inbound lead quality and volume from organic search.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
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