Policy servicing analytics that shows which work will miss its promise, and how accurate every finished transaction really is
See which work will miss its promise, and how accurate finished work is.
See one case, screen by screen ↓It is the view of all policy service work — endorsements, certificates, cancellations and reinstatements, billing and refunds, mortgagee changes — across in-house teams and outsourcers: what is open, what will miss its promise and how accurate the finished work is. Policy Servicing Analytics builds that view from your queues every 15 minutes instead of from weekly spreadsheets.
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Endorsements, certificates, cancellations and reinstatements, billing and refunds and mortgagee changes are split across in-house teams and outsourcers. Each team reports its own backlog and its own accuracy, in its own spreadsheet, once a week — so by the time the sheet shows a backlog, the promise is already missed.
Accuracy is checked on small samples, and the outsourcer samples its own work. Meanwhile your own people quietly redo the vendor’s wrong transactions — re-issue the endorsement, take the customer’s call, reprint documents, fix the bill, notify the lienholder — and that work is counted as in-house backlog. The in-house team looks slow, the vendor looks accurate, and a new car keyed with the wrong effective date turns up at claim time.
Estimated split for a head of policy services and a quality analyst over one week, by hand and with the solution.
Six agents read every queue, check every finished transaction and trace every rework; the head of policy services decides and signs.
Ashcombe Mutual runs its service work across two in-house teams and two outsourcers. It is Mon 12 Oct 2026, 08:10. Here is what the head of policy services sees and decides, screen by screen, in the working solution.
Dana opens the service river: one stream per team, ten working days back and three forecast days ahead. 6,842 items are open — Selwyn 1,454, Harrowfield 2,618, Columbus 1,964, Dayton 806 — and 731 will miss their promise by Thu 15 Oct. Harrowfield’s stream carries 418 of them. The side rail shows how this morning’s picture was made, from 06:00.
“Source checker · 1,912 weekend transactions checked — 1,889 match their request · 23 differ”
Dana turns on “Count rework where it started”. Every in-house item that exists only because a vendor’s transaction was wrong moves to that vendor’s stream. Harrowfield swells by 614 items: 181 transactions redone in Columbus in 10 working days, and 433 more items they caused — customer calls, reprints, billing fixes and lienholder notices. Its badge turns from 99.2% reported to 95.7% measured.
“Columbus’s own work is 1,232 open items, not 1,964.”
Clicking the stream opens the team beneath the river: Harrowfield Solutions, Pune, lead Rohan Mehta. 2,618 open, up 778 since Tue 29 Sep. 418 will miss — 88 on Tuesday, 154 on Wednesday, 176 on Thursday. 1,858 of the open items are endorsements.
15,077 transactions from 29 Sep to 12 Oct, each checked against its request and against what was redone afterwards. Harrowfield endorsements are at 94.1% — 147 of 2,486 redone. The floor is missed by the new starters, not the team: the 14 processors who started Mon 28 Sep are at 82.2%; the 32 tenured processors are at 98.0%.
“Harrowfield’s sample took 220 endorsements across the month and found 2.”
On Mon 28 Sep Lena Hargrove emailed to add a 2024 Honda CR-V effective that day, financed through Larkmoor Community Credit Union. Harrowfield keyed it effective 1 Oct with no lienholder. She was rear-ended on 29 Sep, and the claim was held: vehicle not on the policy on the date of loss. On Thu 1 Oct Jamal Reyes in Columbus keyed a new endorsement effective 28 Sep, with the credit union as loss payee, and the hold was released after 27 hours.
Before charging it, the Rework finder looks for a new customer request in between: “None. The Wed 30 Sep call asked why the claim was held; it did not ask for a change.”
41 corrections are open, 23 new this morning. Each shows what differs from the request — a permit holder rated as licensed, an effective date of 5 Oct when 2 Oct was asked for, a refund at short-rate where pro-rata applies — its impact, and who fixes it under the contract.
“Anything touching a claim, a lienholder or a cancellation date is corrected in-house the same day and charged to the vendor.”
Harrowfield’s MSA says Ashcombe measures accuracy, and a transaction Ashcombe must redo within 10 business days is not accurate. At 95.7% against a 98.0% floor, that is 2 full points, 4% of the $186,400 monthly fee a point: $14,912 if October closes here. The accuracy notice to Rohan Mehta is drafted in Tomás’s voice and waits for Dana’s approval.
“Against the vendor’s own figure (99.2%) nothing would be owed.”
Each open item’s finish is forecast from arrivals, the roster and handle time: 184 misses on Tue 13 Oct, 258 on Wednesday, 289 on Thursday. Endorsement arrivals rose to 548 a day after 1 Oct renewals; Harrowfield finishes 471. The list shows each item — an add-driver, a vehicle replacement waiting on a lienholder letter, a refund against its state limit.
“Suggest a plan” sets 12 Columbus staff on Saturday overtime and 6 Harrowfield billing processors moved to endorsements — billing keeps its 3-day promise. Harrowfield endorsements that miss fall from 418 to 46, for $4,536 of overtime. Dana sends the plan to Grace Oyelaran, who approves rebalancing.
The Promise forecaster never moves work — the workforce planner decides.
The Report writer drafted the weekly service report at 06:14 from the queue, accuracy and rework ledgers — 38 numbers, each linked to the screen it came from. Dana reads it and signs. It goes to the COO, vendor management and workforce planning, and every number behind it is kept for the vendor review on Thu 22 Oct.
The same Monday, seen by the five people who carry it — what their week looked like, and what it looks like now.
Six agents read every queue, check every finished transaction and trace every rework; the head of policy services decides and signs.
Reads every work queue — two policy systems, billing, the service desk and both vendors’ work logs — every 15 minutes, and gives each item a request type and a promise clock.
Projects when each open item will be finished from arrivals, the roster and handle time, marks the items that will miss their promise up to 3 business days ahead, and tests rebalancing plans on request.
Compares every finished transaction with the request that started it — email, PDF, portal form or call note — field by field: effective date, vehicle, driver, limits, additional interests, holder wording, dates and amounts.
Links each later change to the same policy and field back to the transaction it corrected, counts what it caused in-house, and charges it to the team that made the first transaction.
Builds the correction list and the send-back to each vendor, each item with its request, the field that differs, its impact and who fixes it under the contract.
Writes the weekly service report, computes contract service credits and drafts accuracy notices for the vendor manager.
Decides and signs. The agents propose; a named person decides.
Ask about backlog, promises, accuracy, rework or a contract, in plain words — every answer cites its source. Anything that moves work or changes a setting goes to the person who approves it.
Why is Harrowfield’s stream swelling?
Two reasons. Its open items grew from 1,840 to 2,618 since 29 Sep, because arrivals rose to 548 a day and it finishes 471. And it is wider than it reports: the Columbus team redid 181 Harrowfield transactions in 10 working days, which caused 614 items of in-house work. The contract counts that as inaccurate.
Which endorsements will miss their promise this week?
418 Harrowfield endorsements will pass the 2-business-day promise by Thu 15 Oct: 88 on Tuesday, 154 on Wednesday, 176 on Thursday. 14 new processors are working at 60% of tenured speed. Twelve Columbus staff on Saturday overtime plus six Harrowfield billing processors moved to endorsements brings the forecast misses to 46.
What does Harrowfield’s contract owe us for October?
$14,912 if October closes at the 95.7% measured: two full points below the 98.0% floor, at 4% of the $186,400 monthly fee a point. On Harrowfield’s own sample of 220 endorsements (99.1%) nothing would be owed — but the contract says Ashcombe measures, and a transaction that had to be redone is not accurate.
What happened on Lena Hargrove’s policy?
She asked on Mon 28 Sep to add her new CR-V from that day, financed by Larkmoor Community Credit Union. Harrowfield keyed it effective 1 Oct with no lienholder. She was rear-ended on 29 Sep and the claim was held, until Jamal Reyes in Columbus corrected it on 1 Oct. It is charged to Harrowfield as rework.
12 screens from the working solution, on its sample data. Pick one to see it large.
Promise clocks, rework rules, floors, credits and approvers are settings. Changes are saved as a draft and approved by the head of policy services.
| Setting | Default | Choose from |
|---|---|---|
| Promise clocks | Endorsements 2 · certificates 1 · cancellations and reinstatements 1 · billing and refunds 3 · mortgagee changes 2 business days | Business days per request type; refunds also against the 30-day state limit |
| Rework window | 10 business days | A later change to the same policy and field within this many business days |
| Exclude customer-requested changes | On | On · off |
| Count follow-on items | On | Customer calls, reprints, billing fixes and notices · on · off |
| Vendor dispute window | 5 business days | Business days; the quality analyst decides |
| Accuracy floors and credits | Harrowfield 98.0%, 4% a point, cap 12% · Selwyn 98.0%, 3% a point, cap 9% | Per contract schedule |
| In-house accuracy target | 98.5% | Columbus and Dayton |
| Forecast and alerts | 3 business days ahead · alert above 100 misses · queues read every 15 minutes | Horizon, alert level and reading interval |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample service data · “target” = the design goal, measured in the live solution · “estimated” = our estimate. Refunds are tracked against a 30-day state limit; public state market conduct examination reports (Illinois, North Carolina) have cited unearned premium not refunded within 30 days. Ashcombe Mutual, Harrowfield Solutions, Selwyn Process Services and every person, policy and customer named on this page are fictional — characters and sample data in the working solution.
It is the view of all policy service work — endorsements, certificates, cancellations and reinstatements, billing and refunds, mortgagee changes — across in-house teams and outsourcers: what is open, what will miss its promise and how accurate the finished work is. Policy Servicing Analytics builds that view from your queues every 15 minutes instead of from weekly spreadsheets.
The Source checker compares every finished transaction with the request that started it, field by field, and the Rework finder links every later change to the same policy and field within the rework window back to the transaction it corrected. The vendor’s own sampled figure is shown beside the measured one, so the two can be compared.
No. If a new customer request sits between the two transactions, the later change is not rework. A vendor may also dispute any rework within 5 business days, and the quality analyst confirms or removes it.
Up to three business days. The Promise forecaster projects each open item’s finish from arrivals, the staffing roster and handle time, marks the items that will pass their promise, and can test a rebalance — overtime or processors moved — before anyone moves work.
Yes. The Report writer computes the credit exactly as each contract states — the floor, the credit per full point below it and the cap — and drafts the accuracy notice for the vendor manager. Nothing is sent until the head of policy services approves.
Yes. The agents never move work, edit a policy or contact a customer or vendor. The workforce planner approves rebalancing, the quality analyst decides disputed reworks, and the head of policy services signs the weekly report and approves notices and settings changes.
Your policy systems — more than one during a core migration — billing, the service desk, each outsourcer’s work logs, the staffing rosters and the outsourcing contracts. It reads them and never writes back to a policy.
The Agentic Solution Engine builds and deploys it from your requirements — your request types, promise clocks, contracts and a sample of your queues and finished transactions — and it goes live once every quality gate has passed. We will walk you through it on your own service data first.
Changes keyed and checked once, so keying errors don't surface at claim time.
1-min demoCertificate of Insurance IssuanceNo certificate promises more coverage than the policy gives.
1-min demoCancellation & Nonrenewal ComplianceEvery notice checked against state rules and moratoriums before it is sent.
1-min demoWe’ll run Policy Servicing Analytics on a sample of your own queues, transactions and outsourcing contracts.