The shared inbox on a Tuesday morning
A client emails to say they have changed a van. Another wants to add a named driver for two weeks. A landlord has a new tenant type at one of their properties. A business has moved its stock to a new unit. Each email is short and missing something: the registration, the driver's date of birth and licence details, the tenant type, the new unit's construction.
The handler replies asking for the missing detail. The client replies two days later. By then the email is buried under twenty others. Meanwhile the client assumes the change is done and is driving the new van.
Where adjustments get stuck
Mid-term adjustments are small jobs with long tails. Each one passes through several hands: client, handler, insurer, accounts. And each has a waiting state: waiting for information, waiting for the insurer to confirm, waiting for the additional premium to be invoiced or collected.
None of those states is visible in an inbox. The broking system records the change once it is processed, but the part before that, which is where the delay lives, sits in email threads.
- Requests arrive without the information the insurer will ask for.
- There is no single list of open adjustments and what each one is waiting for.
- Insurer confirmations come back to a different inbox from the original request.
- Additional premiums are invoiced late, or not at all.
The risk in a slow adjustment
Delays in processing changes are not just a service problem. A client who believes a vehicle or a location is covered when the change has not been put through is exposed, and so, potentially, is the brokerage. How that exposure is managed is a question for your own procedures and insurers. The operational point is simple: you need to know at any moment which changes are still open.
There is also money in it. Additional premiums that are never invoiced, and return premiums that are never passed back, both leave the accounts wrong.
Structured intake and a queue with owners
- We build short online forms for your most common adjustments, such as vehicle change, driver addition, address change, sum insured change and new location, each asking for exactly what your insurers require.
- Clients are sent the right form link from your website, from a reply to their email or by the handler, and forms work well on a phone.
- Adjustments that still arrive by email are read and classified, and the missing details are identified so a request for them goes out straight away.
- Every adjustment enters a queue with an owner and a status: awaiting client, ready to submit, awaiting insurer, confirmed, invoiced.
- Chasers go to clients and insurers on a schedule, and anything that sits too long in one status is raised to a team leader.
- Insurer confirmations are matched back to the adjustment, and the premium change is passed to accounts for invoicing or refund.
- The completed adjustment is logged in your broking system with the documents attached.
The queue at a glance
| Status | What it means | Who acts |
|---|---|---|
| Awaiting client | Details missing | Automatic chaser, then handler |
| Ready to submit | Complete, not yet sent | Handler |
| Awaiting insurer | Submitted, no confirmation | Automatic chaser, then handler |
| Confirmed | Insurer agreed, premium known | Accounts |
| Invoiced or refunded | Done | Nobody |
Team leaders see how many changes are open and why, and handlers start each day with a list rather than an inbox.
Could this be your inbox?
- Adjustment requests arrive by email without the details the insurer needs.
- You cannot say how many adjustments are open today.
- Additional premiums have gone uninvoiced.
- Clients ring to ask whether a change has gone through.
- Insurer confirmations get lost between inboxes.