Challenge
Ellerbrock-Norris needed to transform their policy-checking process to maximize their team's capacity for client-facing services. Manual reviews took nearly four hours per policy, pulling agents away from other work and creating turnaround delays.
Their previous AI tool was static, clunky, and produced outputs that weren't user-friendly. With their back office team hampered by ineffective technology, Account Managers couldn't focus on strategic client work. They needed a solution that actually worked.
Solution
Coverflow's comparison feature delivered immediate impact, reducing policy review time from four hours to just 10 minutes, freeing up significant time for high-touch client work while speeding up turnaround times.
Starting with the back office team, who reported immediate positive feedback, adoption expanded over the first quarter to include Coverflow's AI Assistant, coverage gap analysis, and proposal tools. During renewal reviews, agents can now instantly identify coverage gaps and generate clear comparison reports, replacing hours of manual analysis. Unlike their previous tools where updates arrived at a "snail's pace," Coverflow's continuous innovation kept pace with their needs.
RESULTS
The back office evolved from a bottleneck into a high-efficiency support system, handling additional Account Manager tasks beyond basic policy checking. Clearer outputs reduced rework and provided a reliable second set of eyes on complex policies.
This newfound capacity enabled quarterly proactive coverage reviews instead of only at renewals, more time for strategic risk conversations, and the ability to handle 30% more volume without adding staff. The platform became so integral that the team would be "greatly impacted" if it disappeared tomorrow.
4,000+
Policies Analyzed
30%
Capacity Increase
9,300+
Agent Hours Saved
"By shifting work off the front-end team, they can stay focused on what actually adds value to the client instead of spending time on work that just needs to get done."
Molly Honke
Commercial Insurance Operations Manager @ Ellerbrock-Norris
Generate spreadsheets and proposals for your policies in under 10 minutes.
