Case Study: Portal Automation at Scale

The Challenge

A brokerage managing a $10M book of General Liability policies faced a growing operational bottleneck.

Every preferred market required submissions through individual carrier portals, forcing account managers to log in, rekey data, upload documents, and navigate unique workflows for every single renewal.

When management decided to remarket each renewal to multiple markets to stay competitive, the workload skyrocketed. The initiative improved client transparency, but created severe bandwidth issues, burnout, and margin pressure, especially during peak renewal months.

How Flow Helped

Flow deployed its AI-powered portal automation technology to handle submissions end-to-end across carrier portals.

The system logged in to multiple systems at once, completed forms, uploaded documents, answered underwriting questions, and returned completed submissions, reserving human intervention for reviewing submissions.

Because Flow operates on a usage-based model, the brokerage gained the flexibility to scale up during busy seasons without fixed labor costs or overtime, protecting both their margins and their people.

Flow was also engaged to manage client interactions, ensuring seamless communication and renewal execution from start to finish.

The Results

• 90% of accounts renewed without account manager involvement
  
  
• Renewal rate improved from 85% to 90%, driven by faster turnaround and higher submission quality
  
  
• Significant reduction in workload and burnout, with account managers freed to focus on high-value accounts and client strategy
  
  

The Impact

Flow turned portal management from a manual burden into a predictable, scalable, and cost-efficient operation, empowering the brokerage to expand market coverage without expanding headcount.

‍

Contact a Flow Specialty broker today to learn how our placement services can help.