Pods and Playbooks for Insurance Operations
Consistent performance in insurance operations comes from structure. Selectsys Pods and Playbooks bring that structure to life.
Each Pod is a specialized team mapped to a specific stage of the Value Flywheel, while Playbooks define exactly how every process, checklist, and escalation works.
Together they create a repeatable, scalable operations model that maintains quality as volume grows.
What Pods and Playbooks Mean
A Pod is a cross-functional team trained on one operational area such as submissions, quoting, servicing, renewals, or analytics.
A Playbook is the documented SOP that governs how the Pod executes work under SLAs and audit requirements.
Typical structure:
- Pod Lead (SLA owner and escalation point)
- Process Specialists (execution team)
- QA Reviewer (final quality control)
- Backup Pool (trained cross-coverage staff)
Each Playbook contains step-by-step workflows, checklists, screenshots, and exception rules.
Examples of Pods
- Submission Pod: handles new business intake, data extraction, and deduplication.
- RQB Pod: performs quoting, pricing, and bind-pack generation.
- Service Pod: manages endorsements, COIs, and evidence documents.
- Renewal Pod: tracks 120/90/60/30-day cadence and remarketing.
- Analytics Pod: runs reports, dashboards, and PQI reviews.
Pods can be launched individually or as a coordinated set across programs.
How Playbooks Drive Consistency
Playbooks are built directly from client workflows, with visual process maps and SLA tables.
Each Playbook defines:
- Step-by-step task flow
- Input and output requirements
- QA checkpoints and sign-offs
- SLA definitions and escalation rules
- Metrics and reporting cadence
These ensure every team performs the process the same way every time, regardless of who executes it.
Integration with EI, RQB, and Control Tower
- EI (Policy Admin and Forms): Pods use EI to execute policy, endorsement, and service tasks.
- RQB: Pods quote, bind, and generate checklists inside client systems.
- AI OCR and Triage: provide structured data and routing for Pods.
- Control Tower: monitors pod activity, SLA status, and queue volume in real time.
- Analytics and PQI: measure performance against accuracy and turnaround benchmarks.
Every pod’s productivity and accuracy are tracked continuously.
Interlooping with the Value Flywheel
Pods and Playbooks tie all stages of the Value Flywheel together:
- ← AI OCR: receives structured data for processing.
- ← Submission Triage: gets incomplete or non-fit submissions for follow-up.
- ← RQB: executes quotes and binds with validated rules.
- ← EI: handles servicing and endorsements.
- → Analytics & PQI: sends QA and SLA data for continuous improvement.
- ← Control Tower: provides live visibility for clients and managers.
Explore the full Value Flywheel →
Key Benefits
- Standardized operations across all insurance workflows.
- Faster onboarding and cross-training.
- Measurable SLAs and QA metrics for each Pod.
- Scalable model that grows without losing quality.
- Real-time transparency through Control Tower dashboards.
Use Cases
- MGAs expanding to new states or programs with standard operations.
- Carriers outsourcing specific desks such as renewal or service.
- Wholesalers creating repeatable workflows for brokers.
- Agencies adding offshore pods for overflow support.
Security and Quality Control
All Playbooks are stored in secure repositories and updated quarterly.
Pods operate under SOC 2 Type II certified processes.
Dual-review system ensures 100 percent QA coverage for critical workflows.
Training logs and SOP updates are fully auditable.
Measured Impact
- SLA compliance: 95 percent or higher.
- QA pass rate: 98 percent or higher.
- Cross-training efficiency improved by 30 percent.
- Cycle time reduced by 25 to 40 percent.
Start a Pilot
Selectsys can launch a pilot Pod in 7 to 10 business days for any process, complete with Playbook, SLA, and Control Tower visibility.
Related Reading
FAQs
What is a Pod in Selectsys operations?
A Pod is a dedicated team trained for a specific workflow such as submissions, quoting, servicing, or renewals, with defined SLAs and QA processes.
What is a Playbook?
A Playbook is a detailed SOP document that defines step-by-step processes, checklists, and escalation paths for consistent execution.
How do Pods and Playbooks ensure quality?
By standardizing every process step, enforcing QA checkpoints, and tracking metrics in the Control Tower.
How fast can a new Pod and Playbook be deployed?
7 to 10 business days for a scoped pilot in any workflow area.
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