Clients request mid-term policy changes — a new car, a new driver, an address change — through a guided form. The automation validates the change, updates the management system, notifies the carrier and sends confirmation documents, all without touching an agent's desk.
Typical results
Same day
Endorsement turnaround
78%
Zero-touch requests
10 hrs/wk
Agent time recovered
0
Transcription errors
Figures reflect typical results for this kind of automation.
The challenge
Endorsement requests arrived as voicemails, WhatsApp messages and half-complete emails. Agents spent hours calling clients back for missing VINs and dates, retyping the same change into the management system and the carrier portal, and mailing confirmations days later. Simple requests took a week, and transcription errors occasionally left the wrong car insured.
Before and after
Endorsement turnaround
−98%Requests needing agent touch
−78%Agent time on endorsements
−83%The automation
We gave clients a guided endorsement form, linked from WhatsApp and the website, that asks only the questions relevant to their change and validates everything at entry — VIN format, license numbers, effective dates. A Make scenario checks the request against the policy, applies the change in the management system, submits it to the carrier, and sends the client updated documents the moment the carrier confirms. Anything unusual routes to an agent with full context.
How it works
- 01
Guided request
The client opens the form from WhatsApp or the website and answers only the questions their change needs.
- 02
Validated at entry
VINs, license numbers and effective dates are checked before the request can be submitted.
- 03
Systems updated
The change is verified against the policy, applied in the management system, and sent to the carrier.
- 04
Confirmation out
Updated documents reach the client the moment the carrier confirms the endorsement.
- 05
Exceptions to humans
Anything unusual routes to an agent with the full request and policy context attached.
Starts from
- Guided web form
- WhatsApp requests
Delivers
- Management system update
- Carrier notification
- Confirmation documents
The impact
Standard endorsements now complete the same day — most within two hours — and 78% run end to end with zero agent touch. Data-entry errors disappeared because clients validate their own details at the source, and agents recovered about ten hours a week for renewals and cross-selling.
Questions about this automation
Which policy changes can clients request through the form?
Common mid-term changes such as adding or replacing a car, adding a driver or updating an address. The form asks only the questions that change needs and validates VIN format, license numbers and effective dates at entry, so the request arrives complete. It opens from WhatsApp or the agency website.
How does the change reach the carrier?
A Make scenario checks the request against the current policy, applies the change in the agency management system and submits it to the carrier through its portal or API. When the carrier confirms, the client receives the updated documents automatically, so no one retypes the change in two places.
What happens with unusual or complex requests?
Requests outside the standard rules, such as a change that affects underwriting or needs a new quote, route to an agent with the full request and policy context attached. The agent handles that case personally, while routine endorsements keep running end to end without an agent touching them.