The moment a pet application arrives, an automated request goes to the listed veterinary clinic, polite follow-ups fire on schedule, and returning records are OCR-extracted straight into the underwriting file — median turnaround down from two weeks to twenty-four hours.
Typical results
89%
Retrieved with zero touch
85%
Decisions within 3 days
23 hrs/wk
Staff chasing time saved
Figures reflect typical results for this kind of automation.
The challenge
Underwriting couldn't move without the pet's medical history, and getting it meant staff phoning and emailing busy vet clinics, leaving voicemails, and re-requesting faxes that never arrived. Records took two weeks on average, applicants cooled off and bought elsewhere while waiting, and the team spent twenty-five hours a week just chasing paperwork.
Before and after
Days to receive vet records
−93%Applications decided within 3 days
4.3×Weekly staff hours chasing records
−92%The automation
We built a flow that triggers on every new application: the listed clinic is matched against a directory, a records request with the owner's signed consent goes out immediately by the clinic's preferred channel, and a polite follow-up sequence escalates from email to SMS to a task for a human call. When records arrive, OCR extracts conditions, treatments, and vaccination history into structured fields in the underwriting file, flagging anything that needs an underwriter's eye.
How it works
- 01
Application lands
A new policy application triggers the flow with pet, owner, and clinic details.
- 02
Request sent
A records request with signed consent goes to the clinic by its preferred channel within minutes.
- 03
Polite persistence
Follow-ups escalate on schedule from email to SMS to a human-call task.
- 04
OCR on arrival
Returning records are parsed into structured medical history in the underwriting file.
- 05
Underwriter review
Flagged conditions surface for review; clean files move straight to a decision.
Starts from
- New application
- Vet clinic records
Delivers
- Requests & follow-ups
- OCR medical history
- Underwriting file
The impact
Median record turnaround fell from fourteen days to one, and 89% of files now arrive without a single human touch. Applications decided within three days jumped from 20% to 85%, chasing time dropped from twenty-five staff hours a week to two, and fewer applicants abandon mid-process.
Questions about this automation
How does the request reach the right veterinary clinic?
When an application arrives, the listed clinic is matched against a directory that stores each clinic's contact details and preferred channel. Within minutes the flow sends a records request with the owner's signed consent attached, by email or whichever channel that clinic prefers.
What happens if the clinic doesn't respond?
A follow-up sequence runs on a fixed schedule. It starts with a polite email reminder, moves to SMS, and if there is still no reply it creates a task for a team member to call the clinic. Each attempt is logged on the application, so staff can see exactly where every request stands.
What does the OCR step pull from the records?
It extracts conditions, treatments, medications and vaccination history into structured fields in the underwriting file. Anything that matches the criteria for a closer look is flagged for an underwriter, while clean files move straight to a decision. The original documents stay attached to the file for reference.