Inbox‑to‑Quote: The AI Triage Playbook for MGAs
If your team lives in Outlook, you don’t have a pipeline, you have a pile. This playbook walks through intake → triage → prep → route so underwriters touch the right risks first.
Step‑by‑Step Pipeline
- Classify: Body + attachments → LOB, product, priority, broker
- Deduplicate: Merge threads and suppress duplicates
- Extract: Capture named fields (apps/SOVs/loss runs) with confidence
- Gate: Appetite & referral thresholds; return a missing info checklist
- Route: Queues by team, capacity, broker, state and SLA
- Summarise: First look synopsis + quick ratio of completeness
Field Catalogue & Rules (Examples)
| Bucket | Threshold | Treatment |
|---|---|---|
| High | ≥ 0.95 | Auto accept, log |
| Medium | 0.80–0.94 | Rule checks + quick human glance |
| Low | < 0.80 | Route to human, annotate missing info |
KPIs & Dashboards
- Inbox to touch: target < 15 minutes
- UW prep time: −30–50% vs baseline
- Quote cycle: down; bind ratio: up
Daily dashboard; weekly scorecard; monthly PIR (post implementation review).
Guardrails & Compliance
- Confidence thresholds and human review
- Redaction, PII policies, encryption at rest/in transit
- Maker checker on system updates; activity logs
AI Triage for Submissions Inbox AI Assisted BPO
In the Value Flywheel, automation speeds handoffs while the BPO pod closes the loop.
Related Reading
FAQs
How long to implement inbox triage?
Typically 2,3 weeks: connect inbox and storage, define rules and thresholds, run a two week side by side, then go live with weekly tuning.
Will underwriters still review?
Yes, AI prepares; underwriters select and price. The goal is to reduce admin, not replace judgment.
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