Great American Custom Insurance
By SortSpoke
"We were impressed by how easily we could integrate the captured data into our existing systems. Getting SortSpoke up and running was incredibly straightforward, and we saw immediate value from the data."
IT Leader, UK Life & Health Carrier
TL: DR
How a leading carrier transformed quoting & membership changes with SortSpoke
- Use Case & Pain Points: The Carrier was struggling with manual data entry, a 20% error rate, and delayed turnaround times for quoting and membership changes. SortSpoke addressed these challenges by automating document processing, thereby reducing rework and speeding up workflows.
- 6-Week Pilot Success: The Carrier quickly deployed SortSpoke to automate quoting and membership changes.
- Dramatic Time Savings: Quote prep dropped from 45 minutes to 5 minutes, enabling same-day turnaround.
- Zero Typos: Errors fell from 20% to virtually 0%, slashing rework costs.
- 30%+ Efficiency Boost: Staff and IT teams reported immediate gains in productivity.
- Easy Adoption: Both end-users and IT found SortSpoke user-friendly and simple to integrate.
Overview
Modernize workflows while driving down costs and errors by eliminating manual effort
The UK-based Carrier is a leading provider of life and health insurance solutions. Recognizing the need to;
- modernize its manual workflows for quoting and membership changes
- move faster & be more accurate when processing high-volume submissions
- improve turnaround time, error reduction, and overall efficiency
In just six weeks, they piloted SortSpoke’s augmented data capture platform, achieving substantial improvements from reducing manual effort, decreasing turnaround times, and significantly reducing manual errors.
Challenges
High volumes, slow turnaround times, and growing complexity
Although The Carrier is known for delivering high-quality insurance products, its operational processes were heavily reliant on manual data entry. This not only slowed down service delivery but also introduced multiple points of failure.
- High Volumes & Manual Processes
The Carrier processes 10,000+ quotes per month for groups of 2–200 employees and handles 20,000+ monthly member changes. They relied on offshore teams for re-keying data, which led to a 20% error rate. Constant back-and-forth between teams caused delays and rework. - Slow Turnaround Times
Some quotes took up to 5 days to finalize, while larger submissions with 100–500 members required 45 minutes of manual entry per document. This lag hindered The Carrier’s responsiveness to client needs. - Growing Complexity
The Carrier encountered both row-style and column-style data formats, along with unique edge cases. These variations demanded a flexible solution capable of handling diverse submission types without sacrificing accuracy or speed.
Solution: SortSpoke’s Intelligent Data Capture
Easy-to-use, fast validation, and rapid integration
The Carrier chose SortSpoke for its user-friendly interface, robust automation, and ability to scale rapidly. During a six-week pilot, SortSpoke transformed how The Carrier managed new quotes and membership changes.
- Easy Setup & Rapid Deployment
In a matter of weeks, The Carrier launched SortSpoke, immediately reducing manual data-entry bottlenecks. The Carrier’s IT team found the solution simple to set up, with minimal configuration required. This quick start enabled teams to see immediate value from automation. - Automated Data Extraction & Validation
SortSpoke’s AI-driven capabilities capture data from both row-style and column-style submissions, flagging potential issues for human review. This automation drastically reduced reliance on offshore teams and minimized errors. - Seamless Integration & Review
The Carrier integrated SortSpoke with existing workflows, enabling 100% human review for final validation. This ensures compliance and accuracy without reverting to fully manual processes. - Support for Large Submissions
With SortSpoke, The Carrier cut processing time for large quotes from 45 minutes to just 5 minutes, even for groups of over 100 members. This dramatic efficiency gain freed up staff to focus on higher-value tasks, like underwriting and customer engagement.
Pilot Findings & Early Results
Immediate results demonstrated opportunity for transformation
The Carrier’s pilot results showed immediate improvements and convinced both frontline teams and leadership of SortSpoke’s transformative potential.
- Significant Time Savings
- Reduced quote prep time from 45 minutes to 5 minutes for 100–500 member submissions.
- Achieved same-day turnaround for high-priority quotes, down from up to 5 days.
- Dramatic Error Reduction
- Reduced the previous 20% error rate down to virtually zero typos thanks to SortSpoke’s intelligent validation and human oversight.
- Eliminated costly rework cycles and improved data quality overall.
- Efficiency Gains & Positive Feedback
- Realized a 30%+ increase in operational efficiency, with some cases processed in 3.9 minutes per submission and 2.2 seconds per member.
- End-users praised SortSpoke’s intuitive layout and found it “easy to understand” and “well laid out.”
- One team member noted:
“That document of 120 members took less than 5 minutes in SortSpoke and took 45 minutes to do manually.” - Another expressed:
“Based on our user testing results, we’ve seen clear value in the solution, and I’m glad the team is enthusiastic about it.” - The IT team also had positive feedback about the pilot:
“We were impressed by how easily we could integrate the captured data into our existing systems. Getting SortSpoke up and running was incredibly straightforward, and we saw immediate value from the data.”
These anecdotes underscore just how rapidly SortSpoke reshaped The Carrier’s approach to new business submission data capture and processing.
Future Phases & Expansion
Building on momentum and supporting more teams
Buoyed by the pilot’s success, The Carrier plans to implement SortSpoke immediately for the teams in scope from the pilot test. Additionally, they plan to broaden SortSpoke adoption across additional underwriting and servicing workflows. Specifically, they aim to:
- Expand Usage for Inbound Submissions
Increase adoption among other underwriting teams, enabling faster and more accurate processing of inbound submissions. - Streamline New Customer Onboarding
Utilize SortSpoke’s automation to seamlessly capture and validate data once a customer has been bound, reducing onboarding time and effort. - Enhance Servicing Activities
Extend automated data capture to policy changes, endorsements, and renewals, further improving efficiency and reducing manual work in ongoing policy servicing.
Each phase builds on the pilot’s momentum, ensuring The Carrier continues to see faster turnarounds and near-perfect accuracy across their entire insurance lifecycle.
