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
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.
