Graham Ellery on Bringing Discipline to Endorsement Processing
The head of policy services at a national commercial carrier on clearing a 6,000-item endorsement backlog and keeping it clear.
Graham Ellery leads policy services for a national commercial carrier. When he took the role, his team had a backlog of more than 6,000 mid-term endorsement requests, some of them months old.
How did the backlog build up? "Endorsements look simple, add a vehicle, change an address, add an additional insured, but each one touches the policy, the premium and often the billing. Every request was read, interpreted and keyed by hand, and every exception sat in someone's inbox."
What did Clarix change? "The agent reads each request, works out exactly what is being asked, prepares the change in PolicyCenter and shows the reviewer a clause-by-clause comparison. Straightforward changes are processed in minutes. Anything that needs underwriting approval goes to an underwriter with the context already assembled."
Where are you now? "The backlog was cleared in seven weeks. Today our median endorsement turnaround is under a day, and we have not had a backlog since."
