Your CSRs check certificates. They stop typing them.
Certificate requests, endorsement changes and renewal paperwork arrive by email all day, and each one gets retyped into the agency management system and a carrier portal. We set up and run the certificate desk: every request read, the holder and description filled in, special wording flagged, and a draft ready for your team to check and send. Nothing leaves without a person.
Talk about your businessSee how it worksHi, I need a COI for Bayside Builders by Friday. They want to be additional insured.
Thanks, Mark. I have Bayside Builders at 400 Bay Road from your last certificate. Is that still the right address?
Yes, that’s right.
Got it. A draft with Bayside Builders as holder is with Dana on our team. The additional insured wording needs her check, and she sends it from here.
The CSR checks and sendsYour service desk is retyping the same request.
A missing certificate holds up a job.
A contractor cannot start without the certificate, and your client remembers who held it up. The request sits in a shared inbox behind renewals and billing questions.
Special wording is where mistakes hide.
Additional insured, waiver of subrogation, primary and non-contributory: each request has to be checked against the policy before anyone signs off.
Every carrier has its own website.
Endorsement requests, loss runs and policy changes mean logging into one carrier portal after another and keying the same details again.
From a certificate request to a draft your CSR checks.
Built to your process and your wording, on your own accounts. We run it and keep it running.
Beside the system you already use.
Your agency management system stays the record: Applied Epic, AMS360, HawkSoft, EZLynx or another. The desk works beside it. We check what access your system and carriers allow before we promise any connection; where there is none, the draft lands in your team’s inbox, ready to check and send. We start with one of your own requests, names blacked out, done before you pay anything.
The certificate desk: what it does
- Reads every requestFrom the shared inbox or your website form: the insured, the holder, the job and any special wording asked for.
- Fills in the draftHolder and description filled from what your system and past certificates already hold, where your system allows access.
- Flags what needs a personAdditional insured, waivers and anything the policy may not support are marked for your CSR, never decided by the setup.
- Keeps the client postedA receipt, a request for any missing detail and the certificate once your team sends it, always in your agency’s wording.
Every product, built for an insurance agency.
One partner for the phone, the messages and the office work. Each piece is built to your process and your wording, runs on your agency’s accounts, and we keep it running.
The inbox that sorts itself
Certificate, endorsement, billing and claim emails sorted as they arrive, each with a drafted reply and the right person assigned.
Support inbox automationPaperwork read and filled in
ACORD applications, declarations pages and loss runs read, the details lifted into a draft or your system, and anything unclear flagged.
Document processingReports that write themselves
The renewal list for the weeks ahead, with missing details already chased, and a weekly view of open requests.
Automated reportingWebsite and text assistant
Answers clients and prospects from your approved information, takes certificate and quote requests, and hands coverage questions to an agent.
Website chatbotsPhone assistant
Picks up the calls your team cannot get to, takes the request and a callback number, and texts it to the right person. It never quotes or binds.
Inbound voice agentsCalls back quote requests
A prospect who fills in your quote form is called back to collect the details, then passed to a producer with a summary.
Inbound voice agentsThe assistant that answers from your documents
Your team asks about carrier guidelines, procedures or a client’s file and gets the answer with the document it came from.
Business operating systemSystems that talk to each other
Your website form, inbox, e-signature and agency management system connected where they allow access, so nobody retypes the same client.
CRM and tool integrationsOne place for everything
A simple internal tool for the work your system does not track, such as certificate requests by client or carrier follow-ups.
Internal toolsClient portal
Commercial clients request certificates and see what is pending without emailing your CSR.
Customer portals
See a fictional example, step by step
One illustrative application. A fictional agency: a client asks for a certificate for a general contractor, the draft is prepared for review, and a question about raising a limit goes to an agent.
Thursday, September 17
Licensed people decide. The desk does the typing.
Nothing binds coverage, changes a policy or leaves the agency without your team. Certificates go out only after a CSR checks them; coverage questions, claims and complaints go straight to a person with a summary. It runs on your accounts and your mailbox, built to your process and your wording.
Let’s talk about your project.
Let’s understand where work repeats and design a workflow that helps your team.
Bring an example of the task, the tools you use and what you would like to improve.
Let’s discuss your projectWe discuss the result you need and define the next step.
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