The Back Office Policy Workflow feature improves the policy administration process by enhancing the underwriting workflow for reviewing risks before binding a policy. This functionality allows agents and policy administrators to seamlessly manage policies through defined workflow stages, making it easier to review, track, and approve applications as needed.
Agent Experience in the Quote Wizard
When Underwriting Review is enabled, an agent will see a Request Review button in the quote wizard when a policy application requires underwriting review. This feature allows agents to directly request review if necessary.
Related settings:
Carriers can configure the workflow to allow agents to adjust a quote and resubmit it for underwriter review after it has been declined by enabling the advanced setting reset-review-workflow-state-when-make-change.
By default, agents can make changes to a declined quote but cannot request another review from the underwriter after making those changes. Enabling this setting resets the review workflow when the agent updates the quote, allowing them to request another underwriter review. If this setting is not enabled, agents can modify the quote but are restricted to a single review cycle.
Policy Administrator View of Workflow State
Once an agent submits a review request, policy administrators can view the current workflow state and the agent's reason for the request. To enable this, the display-all-workflow-actions-for-admin setting must be activated.
Workflow States and Actions
To support smooth policy processing, the use-new-state-for-uw-approval setting enables the following workflow states, each designed to advance the policy application through specific stages:
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Initial Review (NOT_STARTED):
- Request Underwriting Review – Sends the policy to Underwriting Review.
- Early Approval – Marks as Ready to Bind.
- Mark Ineligible – Flags as Ineligible.
- Request Signature – Advances to Awaiting E-Signature.
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Underwriter Review (PENDING_UNDERWRITER_REVIEW):
- Approve Review – Marks as Ready to Apply.
- Decline Review – Sends policy back to Agent for changes.
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Pending Agent Changes (PENDING_AGENT_CHANGES):
- Request Underwriting Review – Reinitiates Underwriting Review.
- Reactivate Revision – Resets status to start.
-
Ready to Apply (READY_TO_APPLY):
- Apply Application – Completes the application.
- Modify Revision – Resets to start.
- Request Signature – Advances to Awaiting E-Signature.
-
Ineligible (INELIGIBLE):
- Modify Revision – Resets to start.
-
Awaiting E-Signature (PENDING_E_SIGNATURE):
- Perform Signature – Resets to start.
- Cancel Signature – Resets to start.
Each action in these stages allows the system to maintain a logical, straightforward workflow, ensuring that each phase meets required policy conditions before moving forward.
Customizable Workflow State Labels
The workflow state labels can be customized via the custom-labels-review-state-filter-options setting. By default, labels reflect the above raw application states, but custom labels provide flexibility for unique approval states as needed.
Enhanced Traceability with System Notes
For each state change, the system automatically creates notes, improving traceability throughout the policy lifecycle. This ensures clear documentation of the policy's progression and decisions made at each stage.