Policy Administration & Servicing

Endorsements, Renewals & Customer Correspondence at Scale

Most of an insurer's contact with a policyholder is administrative — a change of address, a mid-term adjustment, a renewal invitation, a question about what is covered. The work is high-volume, low-margin and unforgiving of error, because every one of those touches is governed by the wording and the regulator. Scalata's agentic AI platform handles the volume and keeps the record straight.

High-volumeEndorsement & mid-term adjustment processing

AutomatedRenewal invitation & lapse follow-up

Wording-awareAnswers drawn from the policy that applies

AuditableEvery change recorded against the record

How it works

The four-step journey

The same shape every time: name what is going wrong, put the documents somewhere they can be read, let people ask questions of them, and then hand the repeating parts to agents that do not need asking.

01
Confronting Servicing Volume & Fragmented Records
Policy records live across an administration system, a document store and an email archive, and servicing teams reconcile them by hand on every request. Renewal campaigns run late, endorsements queue, and customers are told different things by different people.
Fragmented policy recordsManual endorsement processingLate renewal campaignsInconsistent customer answers
02
Building a Unified Policy Data Core
Policies, schedules, endorsements and correspondence are ingested and joined into a single current view of every contract, including what changed, when, and on whose authority.
Document AIPolicy & schedule ingestionEndorsement history captureCorrespondence threading
03
Activating Intelligent Servicing Analytics
Requests are matched to the wording that governs them, mid-term adjustments are priced against the original rating basis, and renewal books are segmented by the movement that will actually matter to the customer.
Conversational AIWording-grounded answersAdjustment pricingRenewal book segmentation
04
Full Automation with Proactive Servicing AI Agents
Routine endorsements process without a queue, renewal invitations go out on schedule with the reasons for any change, and agents chase the documentation a policy needs before it lapses.
Straight-through endorsementsRenewal campaign automationDocumentation chasingLapse-risk alertsAI Agents

Strategic Outcome

The administrative majority of the book runs without consuming the team, which leaves people for the cases that need judgement. Customers get the same answer whoever they ask, and every change is recorded against the contract it altered.

Who Scalata serves