Building a BPO That Understands Endorsement Workflows (Not Just Takes Orders)
Endorsements are the heartbeat of ongoing policy servicing. They require speed, accuracy, judgment, and system consistency. Most BPO firms treat them like data-entry requests. At Selectsys, endorsements are treated as policy-critical tasks – logged, audited, and tied to actual outcomes.
1. We Understand the Endorsement Lifecycle
A proper endorsement workflow includes:
- Intake: email, portal, CRM, or ticketing queue
- Entry: updating the AMS with correct terms and forms
- Confirmation: generating updated dec page or E&S binder
- Logging: tracking changes for audit and compliance
At Selectsys, all four steps happen inside your system – not across email threads.
2. Form-Driven Logic, Not Guesswork
We don’t just “update limits” – we:
- Generate the correct ISO or carrier-specific form
- Validate coverage effective dates and term rules
- Flag conflicting fields (e.g., double deductibles)
- Notify brokers or CSRs if approval is needed
3. Role-Based Execution
Each endorsement task is:
- Routed via SOP based on LOB and carrier
- Reviewed by a senior BPO agent before submission
- Logged and verified by QA at the form/document level
Result: No over-written fields, missed coverages, or expired confirmations.
4. Tracked with SLA Dashboards
Clients see:
- % of endorsements processed within 2-4 hour window
- Carrier breakdown by volume
- Exception types: missing docs, approval pending, API error
Test Case
Client: Regional MGA with 12 underwriters and 5K endorsements/year
Before: Manual updates in AMS360. No QA tracking. Email-only handoffs.
After Selectsys:
- All endorsements routed to queue via intake rules
- QA applied per carrier + LOB
- Form library connected to Expert Insured for doc generation
Result: SLA > 92% within 4 hours, audit accuracy > 98%, underwriter escalations dropped 60%
FAQs
Can I start with just one endorsement type (e.g., GL)?
Yes. Most clients start with WC or GL endorsements and expand by program.
How do you confirm work is done?
Via dashboards, bind forms, and change logs inside your AMS or Expert Insured.
Do you support reinstatements and cancellations too?
Yes. We treat those as separate workflows with specialized SOPs.
Is there a dual QA process?
Yes. One team enters, one team verifies – plus client-facing logs.
Endorsements Aren’t a Backlog Item. They’re a Live Policy Update.
Outsource them with structure, visibility, and confidence.
