Explore document handling, enquiry workflows and connections between policy, CRM and finance systems. We scope the technical work around your existing platforms and the requirements your operational and compliance teams set.
A claim comes in by phone or email and whoever is free picks it up. From that moment it lives in one handler's inbox and one handler's head. Nobody else can see what stage it has reached, so the customer rings to find out. The handler stops working the claim in order to answer the phone.
Expiry dates sit in an export that gets refreshed on a Monday. Invitations go out one at a time. Mid-term adjustments rarely find their way back onto the list. A risk that has quietly gone elsewhere shows up as a lapse at month end. Nobody saw a warning while there was still time to act on it.
The admin platform holds the risk, the portal holds what the client can see and the finance ledger holds the money. None of them tell each other anything. Premium, commission and insurer share get reconciled by hand. The client money calculation is run in a spreadsheet alongside the accounts, and the last week of the month goes on hunting a difference.
Schedules, statements of fact, bordereaux and claims experience arrive in someone else's format, and a person re-keys them into yours. It is slow and dull. A mistyped figure is not only an error. It is the thing you have to explain later, when an insurer, an auditor or the regulator asks for the evidence behind a decision.
We map where a risk record is created and every place it is copied afterwards. Then we build the connections, so premium, commission and insurer share move between systems without a person carrying them. If you are coming off an admin platform you have outgrown, the history moves too: policies, claims, notes and documents. Running both in parallel means your team keys into two systems for a period. We agree at the start how long that lasts, who carries it and what has to reconcile before the old platform is switched off.
Integration and migration 02Every coverholder sends a bordereau in its own column layout, and the schedules and statements of fact behind them arrive as PDFs. We build the mapping once per source, so a file lands, matches your data standard and posts against the right policy or claim. Rows that fail validation are held in a queue for a person rather than written and corrected afterwards. That means a missing risk reference, a premium that does not foot or a peril code you do not recognise. Every run records what it took in, what it wrote and what it rejected.
AI and automation 03Enquiry and correspondence workflows can put contact details and follow-up tasks against the appropriate record, subject to what your platform supports. We agree access, retention and escalation with your team before implementation. Coverage decisions and substantive claims advice remain with your authorised people; automation should support the administrative steps around them.
Phone, email and CRM 04Claims ageing, reserve movement, retention across the renewal book, delegated authority MI for your capacity providers. All of it built from the systems that already hold the numbers, with every figure traceable back to the record it came from. We build the reporting. What your firm is obliged to hold and produce stays your compliance people's call, not ours.
Custom software and reporting
We start by following one claim from notification through to settlement, and one renewal from invitation through to confirmation. We list every system they touch and every point where a person types something that already exists elsewhere. That map is the argument. Nothing changes on your live admin system until you have read it and told us which parts are genuinely costing you.
Your policy data and your client money records stay yours, in systems you own, and any access we are given can be handed back at any point. Where a piece of work has to process something outside your estate, an out-of-hours call for instance, we tell you what is held, where it sits and for how long. If what you need is configuration inside broker software you already pay for, we will say so and point you at your supplier.
We would rather build one thing on your live book than plan a platform programme. We scope one thing, name the person doing it, agree what finished means and show you working software rather than a status report.
What to consider when deciding whether this work is right for your business.
Usually yes. The broking system holds the policy and the debit; Xero holds the ledger. The route is normally a scheduled export mapped onto your nominal codes, so a posted transaction reaches the accounts without anyone re-typing it. We agree the mapping with your accounts person first and run both routes side by side for a full month before anyone stops keying.
Yes, and it is one of the most common jobs we take. Every source sends a different column order, a different date format and a different idea of what a reference is. We build a reader per source that maps columns onto your fields, then puts any row it cannot match into a queue for a person rather than guessing at it.
Yes. A shared mailbox has no owner, so an enquiry can be read by everyone and actioned by nobody. The usual fix is a rule that turns each inbound message into a record with a named handler and a state, and pushes anything still unanswered back to the top of the queue. Nothing gets closed by silence.
Often, yes, though it depends what Open GI or whichever platform holds the claim will release. A client portal is only as good as the status field behind it, so the work starts by agreeing which stages a policyholder may see and what each one is called. The page then reads that field rather than keeping a second version of the truth. client portals we build
Probably not. A broking platform holds the market connections, the policy record and the regulatory reporting, and replacing that is rarely the right call: use the product you already pay for. What tends to be worth building is the layer around it, starting with a migration of the historic policy data into whichever system you keep, mapped field by field. how migrations run
The regulatory duty stays yours and we do not advise on it. What we can do is make the evidence easier to produce: who changed what and when, which version of a document went to a client, and a durable record that a disclosure was sent. Your compliance lead sets the requirement and we build to it.
Connect enquiry handling, dispatch records and accounts around the way your recovery operation works.
EXPLORE → FOR SOLICITORS AND LAW FIRMSReduce repeated requests, scattered updates and manual copying between systems.
EXPLORE → SCOPE · BUILD · REVIEW · HANDOVERWe agree the deliverables, price and responsibilities before building.
EXPLORE →Put it in one place and there is far less to chase. The claim record answers the customer's question. The renewal list is built from the policies in force. The gap between the ledger and the policy system is something you can see at month end rather than hunt for. Nobody in insurance broking is short of information. It is rarely in the same place twice.
Tell us what you use now, where the work slows down and what a better result would look like. We will explain the next step, with any paid work agreed before it starts.