Insurance CRM: policy, claims and endorsements in one system
A full policy, claims, endorsements and agent management platform running in live operations, built to replace a mix of generic CRM and spreadsheets.
What was breaking
- Policies, claims and endorsements each have their own lifecycle, but the existing tool modelled everything as a sales deal.
- Critical operating data lived in spreadsheets outside the CRM, so no report reflected the real position.
- Agents, managers and back-office staff shared one view, which was both a usability problem and an audit risk.
- Claim status updates were requested over phone and email, generating avoidable inbound volume.
How we approached it
Modelled the real entities
Policies, claims, endorsements and agents were built as first-class record types with their own fields, states and approval steps, instead of reusing a deal object.
Role-based access from the start
Permissions were scoped by role and record ownership so each team sees only what its job requires, with every state change logged.
Automated claim routing
Incoming claims are classified and assigned by rules rather than manual triage, with escalation when a case sits past its SLA.
Migrated the shadow spreadsheets
The out-of-system data was mapped into the new schema and reconciled before cutover, so the platform became the single source of truth on day one.
Results
- Claims turnaround improved by roughly 40% against the previous manual routing process.
- Policy and claim status is visible in real time, removing a large share of status-check calls.
- Reporting is generated from live operational data rather than reassembled from spreadsheets.
- Access is scoped per role, with a change log that supports audit requirements.
Built with
Timeline
Phased delivery, module by module, with each released to users as it landed
Got a similar problem?
We do this as custom crm work. Tell us what your process looks like today and we will tell you what it would take.