Use case · Customer-facing
Certificate of insurance requests answered the same hour — issued in the AMS by a bot
A COI request arrives by email — from the insured, a general contractor, a property manager. An agent extracts who needs what: insured, holder, project, coverage lines, additional-insured wording. The workflow checks the policy data (exported nightly by the bot) and, for standard requests, a bot issues the certificate in the AMS, saves the PDF and sends the reply. Non-standard wording, expired policies or unknown holders become an approval card for the CSR with everything pre-filled.
- Who it is for
- Independent insurance agencies in the US and Canada whose CSRs spend hours a day on certificate-of-insurance requests, and whose agency management system has no API they can use.
- Systems involved
- Outlook / shared mailboxAI Workflows agentApplied Epic / AMS360 / HawkSoft (Studio bot)Teams approvalPDF
How the run goes
5 steps · logged per run
- Trigger01
COI request email
Shared certificates mailbox
- Agent02
Extract the request
Insured, holder, coverage, wording
- Agent03
Check the policy
Active, limits, standard wording?
- Bot04
Issue in the AMS
Applied Epic / AMS360 / HawkSoft
- Person05
Approve non-standard
CSR card in Teams
How it runs, step by step
- 1
The certificates mailbox is the trigger. An agent step reads the email and attachments (sample certificate, contract excerpt) and returns the structured request: insured, certificate holder and address, coverage lines required, additional-insured or waiver wording, project description, due date.
- 2
The workflow checks the insured's policies in the nightly AMS export: active, limits meet the request, wording matches your standard endorsements. Standard requests proceed; anything else goes to the CSR with the request and the policy facts side by side.
- 3
A Studio bot on the agency's Windows machine opens the AMS, creates the certificate from the template, enters holder and description, selects the policies, generates the PDF and attaches it to the client record.
- 4
The reply is drafted by the agent, approved automatically for standard cases (or by the CSR for exceptions), and sent from the mailbox with the PDF; the request is logged with turnaround time.
- 5
Renewal season gets the same flow in bulk: holders from last year, re-issued and sent in batches.
Limits — what this does not do
- Non-standard wording always goes to a person; the bot never invents endorsement language.
- AMS screens differ by version; the bot is built on yours and retested after upgrades.
- This use case holds insured and holder data only; no health information is involved.
Questions about this process
It uses them — the bot drives the AMS's certificate function so the record stays in the AMS and your E&O audit trail stays intact.
The agent extracts them and compares with your standard endorsements; a match issues automatically, anything else is a CSR decision with the facts pre-filled.
Yes; holders from last year are re-issued and sent in batches with the same checks.
Build this on your systems in a guided sandbox.
Tell us the process; after a 30-minute call the sandbox is ready from 24 hours, and we build the first run with your team.