COI Processing for Agencies: How to Eliminate the Daily Backlog
If there’s one thing every independent insurance agency dreads, it’s falling behind on COIs.
Certificates of Insurance may seem like small tasks – but when your inbox has 75 pending requests and two CSRs are out sick, it becomes a bottleneck that affects everyone.
That’s why more agencies are turning to business process outsourcing (BPO) for COI processing.
Why COIs Are the First Task to Offload
COI requests come in fast and often, and usually from clients in a hurry. They require pulling the right policy, verifying coverages, updating certificate holders, generating the form, and sending it – all accurately and promptly.
This is the perfect use case for BPO teams.
- Repeatable process? Yes.
- Works well inside AMS360 or Applied Epic? Yes.
- High volume, low complexity? Absolutely.
A trained BPO team can handle hundreds of COIs a day without missing a beat – and without touching your in-house bandwidth.
What BPO Teams Actually Do
When you outsource COI processing to Selectsys, the team operates directly inside your AMS or email systems. Common workflows include:
- Logging into AMS360 or Applied Epic
- Pulling expiring or renewal COI lists
- Generating certificates using your agency templates
- Validating coverages and holder info
- Emailing forms to clients or holder contacts
- Tracking renewals or expirations
- Logging activities for compliance
Whether it’s same-day requests or batch renewals, BPO gives your agency the ability to scale without adding headcount.
Test Case: Midwest Agency Eliminates COI Backlog in 3 Days
A 9-person agency in Ohio had a 10-day COI backlog before onboarding Selectsys.
Within 72 hours, they had:
- Cleared over 300 outstanding COIs
- Set up a real-time queue for daily inbound requests
- Cut response time from 3 days to 3 hours
- Freed up CSRs for renewal outreach
Their AMS360 workflows stayed the same – Selectsys just worked inside them.
FAQs
Can BPO teams handle same-day COI requests?
Yes. Most same-day requests are completed within 2–4 hours with proper SOPs in place.
Do they email the COIs too?
Yes. Our teams can email COIs directly to clients or holders using your agency’s templates and email rules.
Is this secure and logged?
Every activity is documented in your AMS. Teams operate under secure access and follow audit trails.
Do I need to switch systems?
Not at all. We work inside AMS360, Epic, or your existing platform.
Where This Fits Inside Agent Operations
COI processing is just one workflow. If you already use AMS360, consider expanding BPO support to include:
- Endorsement processing
- Renewal preparation
- Policy issuance
- Carrier correspondence
This allows you to build a true hybrid agency – where your in-house team handles sales and service, while BPO handles high-volume processing.
- Explore more about Agent Outsourcing options here.
- Running AMS360? Our AMS360 Support teamscan issue COIs directly inside your system.
- Visit our FAQs page or dive into the Answer Library for more use cases.
Eliminate your COI backlog without changing your systems.
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