Know where every policy request stands.
A customer wants to add a newborn to a family health policy. The advisor has the birth certificate on WhatsApp, the service desk has the request in email and the insurer’s reply sits in someone else’s inbox. We build the case record that ties those threads together.
Four requests that cross several desks.
A change partway through the policy
An address change, an added vehicle, a corrected name. The advisor collects proof, the service team submits it to the insurer and the endorsement copy has to reach the customer. Every handoff is somewhere the request can stall.
The date nobody owns
Insurers send renewal notices, but a broker’s relationship depends on calling first. Without a dated reminder on each policy and a named owner for the call, renewals get worked from memory.
Documents arriving in pieces
Hospital bills, a surveyor’s report, a discharge summary. Customers send them over several days, often to different people. Staff need one list of what has arrived and what the insurer is still waiting for.
Quotes compared by hand
An advisor gathers quotes from a few insurers and sends a comparison. The proposal form, the chosen quote and the payment confirmation then need to sit together on one case.
Who gets which view.
Status and requests
A simple page or WhatsApp update showing what is pending, what they still need to send and what has been done. No internal notes.
Their own book
Their customers, open cases and upcoming renewals. They can add documents and notes but never see another advisor’s clients.
The whole queue
Every open case with its owner, its age and the last response from the insurer, so work can be shared out and nothing waits unnoticed.
A service request after the sale.
The customer asks for a change
The request arrives through the advisor, a form or WhatsApp and is logged as a case with the policy number and the supporting documents attached.
The advisor checks it
Anything missing is requested from the customer against the same case, so the service team isn’t starting from a forwarded email.
Service submits to the insurer
The team records what was sent, when and through which channel. The insurer’s response is attached when it comes back.
The case is closed properly
The customer gets the outcome and any revised document, and the case keeps a record of which information was reviewed and which reply came from the insurer.
Decide this before the design is fixed.
- Which records the platform will hold, and which stay in insurer portals and are referenced rather than copied.
- How long documents such as medical reports are kept, and who is allowed to delete them.
- Which reminders follow policy dates, and through which channels customers have agreed to be contacted.
- Who owns a case when both the advisor and the service desk work on it.
- What counts as closed: insurer confirmation received, customer informed, or both.
- Whether advisors are employees, agents or sub-brokers, since that changes what they may see under roles and permissions.
What brokers ask us first.
Can renewal reminders go out on their own?
Yes, on the rules you set: how far ahead, to whom and by which channel. Our notifications page covers how we build them so they can be paused or changed without a developer.
Can it connect to insurer systems?
Sometimes. Some insurers offer APIs or file exchanges for intermediaries, while others offer only a portal. We’d check each insurer you work with before promising an integration.
We also need a CRM for leads. Is that separate?
It can be. SmartBDM, our own AI-first CRM, handles leads, calls and WhatsApp follow-ups. If your case work goes beyond selling, custom tools can sit alongside it.
Where to read next.
Partner portals
Giving agents and sub-brokers a limited view of their own business.
Read more Business needApproval workflows
Routing requests that need a second check before they go to the insurer.
Read more IndustryFinancial services
Related thinking for lenders and advisers handling applications.
Read moreTell us which request takes longest.
Endorsements, claims or renewals: pick one and we’ll sketch how its case record would work.