A certificate request lands by email or portal form, a bot pulls the policy data from the agency management system, fills the COI template, and emails the signed PDF to the certificate holder — all in about three minutes, no CSR touch needed.
Typical results
85%
Zero-touch requests
14 hrs/wk
CSR time recovered
100%
Certificates auto-filed
Figures reflect typical results for this kind of automation.
The challenge
Certificate requests poured in daily from contractors who needed proof of insurance before they could start a job. Each one meant a CSR opening the management system, copying policy numbers and limits into a template, and emailing it out — 20 minutes of work that often waited hours in a queue while clients lost job opportunities.
Before and after
COI turnaround
−99%CSR time on certificates
−88%Requests needing manual work
−85%The automation
We connected the request inbox and portal form to a Make scenario that reads each COI request, identifies the client and policy, and pulls current coverages, limits and dates straight from the agency management system. The scenario fills the ACORD certificate template, adds the certificate holder's details, generates a signed PDF, emails it to the requesting party, and logs a copy against the policy — flagging only unusual requests for human review.
How it works
- 01
Request captured
A COI request arrives by email or portal form and triggers the Make scenario instantly.
- 02
Policy data pulled
The bot identifies the client and fetches live coverages, limits and dates from the management system.
- 03
Certificate filled
The ACORD template is populated with policy data and the certificate holder's details.
- 04
PDF delivered
A signed PDF goes to the requesting party and the client, usually within three minutes.
- 05
Logged & flagged
Every certificate is filed against the policy; unusual requests route to a CSR for review.
Starts from
- Email requests
- Portal form
Delivers
- Signed certificate PDF
- Sent to holder
- Filed to policy
The impact
Standard certificates now go out in three minutes instead of half a day, and 85% of requests complete with zero human touch. CSRs won back roughly 14 hours a week for renewals and cross-selling, clients start jobs without waiting, and every certificate is filed automatically.
Questions about this automation
Where does the certificate data come from?
The bot identifies the client and policy from the request, then pulls current coverages, limits and effective dates directly from the agency management system. Because the data is read live, each certificate reflects the policy as it stands at that moment, with no copying between screens.
Which certificate requests still go to a person?
Requests that need more than a standard certificate, such as additional insured wording, a waiver of subrogation or limits that don't match the policy, are flagged and routed to a customer service rep for review. Standard requests are completed and sent without anyone touching them.
Does every certificate get filed automatically?
Yes. Each signed PDF is emailed to the certificate holder and the client, then saved against the policy in the management system together with the holder's details. That gives the agency a complete record of which certificates were issued, to whom and when.