The need for a commercial lines solution to provide superior service to all customers

Manual commercial application and submission processes were creating a noticeable lag in customer service for Armour Insurance. The brokerage had automated personal lines processes for their team and customers but didn't have tools built to send consistent submissions to their markets. Standardization was critical; brokers were free-formatting emails to underwriters and asking for coverages or quotes. With a growing commercial customer base, this long-time digital brokerage was determined to provide commercial customers the service that they had come to expect.

An entire digital platform to manage internal operations and enhance customer service

Armour Insurance was an early adopter of Digital Broker technology. Applied Epic® is their foundational system of record. The integrated and open application provides essential capabilities for each stakeholder within the brokerage to better manage customer relationships, sales opportunities, financial accounting, and policy administration. The brokerage also leverages Applied WebRater®, Applied CSR24®, and Applied MobileInsured™ to attract leads, quote new business and offer 24/7 service.

When looking for a commercial lines solution, the brokerage decided to implement Applied Policy Works™. “To grow our commercial business through faster customer service, we decided to expand our digital strategy with Applied to create more efficiency in commercial standardization and automation,” said Shelden Bos, commercial lines manager.

An integrated solution to standardize data and automate commercial lines workflow

As Armour Insurance’s commercial business grew, data was inconsistent across applications. By leveraging the Applied Policy Works integration with Applied Epic, commercial policy information flows into the management system so the entire team can work much more efficiently and bring all operations and data into one central location. “I really like how the data collection, quote, and risk class details are stored and easily accessible,” said Bos.

Management at Armour Insurance also saw that they needed to become more efficient. As a digital leader, they prioritized operational efficiency first and then looked at how they could harness their personal and commercial lines data to better serve their entire customer base. Applied Policy Works standardizes data and automates processes for Armour Insurance, enabling their team to provide premier service that exceeds customer expectations.

“Our application and submission process was taking up to 50 hours per week due to the manual nature of data input and individual methods of processing new business,” said Bos. “Applied Policy Works provides a standardized format for consistent data collection, saving time and reducing errors when sending submissions to markets.”

Ultimately, automating the application submissions process has reduced turnaround time for Armour Insurance while increasing win rates and renewals.