Newfront · 2019

Policy Data Coverage & Proof of Insurance Workflow

Managing client insurance policies required a large administrative team and lots of manual data entry. Goal: simplify data entry and improve data accuracy.

RoleSenior Product Manager

Team3 engineers

Timeline4 weeks

OutcomeReduced errors by 78%

Workflow tool for generating an Acord 25 Certificate of Liability Insurance

Problem

Proof of insurance forms, known as "certs" or COIs, are needed by customers for a variety of purposes: securing loans, bidding on contract work, basically any time two contracting parties agree to work together. Customers expect quick turnaround on COIs and total accuracy.

Part of Newfront's operational model was to delegate as much work as possible away from costly Account Managers to clerical support staff, including issuing COIs. As the company grew, so did the backlog of cert requests and the error rate.

Solution

By leveraging third-party resources to autopopulate information such as NAIC number and street addresses, we increased speed and data accuracy at the same time. We also redesigned the data entry fields to resolve confusion among clerical staff who often didn't have an insurance background, and migrated all coverage data out of a legacy system, eliminating discrepancies between the two databases.

Results

Decreased errors in proof of insurance by 78%
Reduced manual data entry by 25 hours/week

Bonus

We also invested in the long term: building standardized UI components in Storybook for reuse across the application, and decoupling the document object from the recipient object to support bulk creation of certificate holders.