The renewal wording is new. The reply is old.
A producer reuses an answer from the previous term. A changed wording or an endorsement alters the relevant clause, but the saved reply never points back to the current document set.
For insurance brokerages with 10 to 50 people
The wording changed. Did the answer?
Producers and CSRs answer the same coverage questions every day while policy wordings and endorsements change. An answer from memory can miss the clause that matters and become an errors-and-omissions problem.
The point of a grounded agent is to answer from the approved documents, cite the source and refuse when those documents do not support an answer. A confident guess is not a useful result.
Book a readiness assessmentWhat we see in insurance brokerages
CSRs keep finding the same clauses by hand
The same coverage questions arrive through calls, email and Teams. A CSR searches wordings, opens endorsements and asks a colleague where the answer was found last time.
An answer leaves the office without a source
The relevant endorsement is missing or the wording does not settle the question. Someone fills the gap from memory, and the file has no cited clause showing how the answer was reached.
What gets built
Assess
We review the Microsoft 365 tenant, licensing, a representative set of wordings and endorsements, and the questions producers and CSRs repeat. You get a written recommendation on where a grounded agent could help, what would block it, and what should stay with a person.
Fixed scope and fixed fee. The report can recommend not building anything yet.
Build
One grounded agent in production over the agreed document set, with citations back to the wording or endorsement. Missing documents, unsupported questions and conflicting sources are part of the acceptance checks. Refusal is an intended outcome, not a gap to fill with a guess.
The build scope and delivery window are agreed after the assessment.
Extend and govern
Add scoped automation or connectors for tasks such as looking up a quote reference, with access boundaries, DLP and environment strategy. Document who owns the sources and how changed or superseded wordings are handled.
Each extension is scoped after the assessment, with its delivery window agreed before work starts.
Apps for insurance brokerages
Policy and Handbook Assistant
Staff get cited answers from your policy library instead of asking HR the same questions again.
Time Off and Request Intake
Requests are captured in Teams, logged in Dataverse and routed for approval without email chains.
Quote Lookup
Producers find a quote by reference from Teams without switching to the broker platform.
Questions from brokerages
Will the agent decide whether a client is covered?
No. The proposed agent retrieves supported answers and cites the relevant documents. The producer still checks the wording, endorsements and client circumstances. If the source material does not support an answer, the agent should refuse and leave the question with a person.
What happens when a wording or endorsement changes?
The build needs an agreed source owner and a process for updating the approved document set and handling superseded versions. The assessment checks whether that process exists. A citation is only useful if it points to the right version.
Why is a refusal a useful answer?
It exposes a gap before an unsupported answer is passed to a client. The producer or CSR can find the missing endorsement or resolve the question with the right person. We test those boundaries alongside the questions the agent should answer.
Start with a readiness assessment
A review of what is worth building on your tenant and what isn’t. There is no obligation to proceed to a build.