CASE STUDY: A Request Platform That Checks Every Document Before Staff See It

We designed and built a platform for a commercial trucking insurance agency, so adding a driver or a truck to a policy is a guided request with AI-checked documents and no email thread.

→ The Challenge

Every time a trucking company added a driver or a truck to a policy, the request came by email. Staff chased missing documents, retyped the details, and read every page to check it against the rules.

Pain Points

  • Incomplete Requests, Every Time: Requests arrived missing documents, and staff spent days collecting the rest before anything could go to the insurance carrier.
  • Rules Checked by Eye: A driver’s motor vehicle record and commercial license have to prove a specific history, and checking that meant a person reading every document.
  • Staff as the Bad Guy: When a customer pushed back on a required document, a staff member had to be the one to insist.

→ Our Solution

We built a request platform with one portal for customers and one for staff, and AI that checks every document. The system asks for what is required, so staff do not have to.

We Provided

  • AI That Checks the Documents: Uploaded records are read and checked against the agency’s own rules: that a motor vehicle record shows enough history, that a commercial license shows the required years of experience, and that a medical certificate is there when the driver’s date of birth calls for one. Anything the AI is not sure of goes to a person.
  • Requests That Cannot Move Until Complete: Four kinds of request, each with its own required documents and form. A request moves through seven stages, from waiting on documents to the carrier’s decision, and cannot go forward until everything required is in.
  • One Portal for Customers, One for Staff: Customers see their current drivers and trucks, start requests, upload documents, and watch the status. Staff see the full picture and are told only when a complete, checked request is ready for review.
  • Carrier Handoff and a Full Record: Each request goes to the carrier in a set format, the decision is recorded when it comes back, and every action is logged. Every account signs in with two-step verification.

Testimonial

“Requests now reach us complete. We stopped chasing documents, and we stopped being the ones who have to say no.”

– Hamish Smith, CEO TIS Insurance Services

Endorsement Request Platform screenshot

Endorsement Request Platform

Endorsement Request Platform: The staff dashboard

The staff dashboard

Endorsement Request Platform: Submissions in one list

Submissions in one list

Endorsement Request Platform: A submission with its required documents

A submission with its required documents

Endorsement Request Platform: The client’s dashboard

The client’s dashboard

Endorsement Request Platform: Starting a new request

Starting a new request

Endorsement Request Platform: Where a request stands

Where a request stands

4

Kinds of Request, Each With Its Own Checklist

→ Every request type has its own required documents and form, so nothing is left to memory.

3

Document Checks Done by AI

→ Motor vehicle record, commercial license, and medical certificate, each checked against the agency’s own rules.

7

Stages From Request to Carrier Decision

→ A request cannot move to the next stage until everything required is in.

2

Portals on One Request

→ Customers and staff each see their own side of the same request.

Related: Document Validation Agent · AI Agents for Insurance Agencies · Custom Business Software