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

1. Classify: Body + attachments → LOB, product, priority, broker
2. Deduplicate: Merge threads and suppress duplicates
3. Extract: Capture named fields (apps/SOVs/loss runs) with confidence
4. Gate: Appetite & referral thresholds; return a missing info checklist
5. Route: Queues by team, capacity, broker, state and SLA
6. Summarise: First look synopsis + quick ratio of completeness

Field Catalogue & Rules (Examples)

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

• LLM + OCR for Submissions: Speed Without Losing Accuracy
• KPIs for AI Assisted BPO

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.