Challenge
Hartwell was facing two major operational bottlenecks that were limiting both efficiency and client experience. Policy reviews required staff to work through documents line by line — a slow, inconsistent process that became increasingly difficult to scale during busy renewal seasons. Limited capacity forced the team to triage their resources, reserving full proposals for new business or larger commercial accounts. For everything else, the team relied on carrier-generated quotes — functional, but not ideal from a branding or client experience standpoint. Even when proposals were built, significant time was still spent editing and formatting to meet Hartwell's standards. In short: too much manual work, inconsistent output, and workflows that couldn't scale with growth.
Solution
Hartwell discovered Coverflow at Applied Net 2025 — already evaluating vendors for their policy checking and proposal bottlenecks. A pilot, multiple comparison checks, and a demo later, the decision was easy: the output quality and depth of customization stood out from everything else they'd seen.
Rollout began with small-group training sessions and an internal contest to see who could get caught up on policy checks the fastest. The team didn't just catch up — they cleared the entire backlog within the first month. Proposal usage expanded across more account types that same month as staff began experimenting on their own.
Through a deep integration with their AMS, Hartwell also automated renewal comparison workflows, eliminating manual document uploads entirely.
RESULTS
Coverflow quickly became a core part of Hartwell's daily workflows, transforming both operational efficiency and the client experience. Tasks that once required extensive manual review and formatting are now completed in a fraction of the time, with automated checks providing an added layer of confidence by proactively identify potential errors and inconsistencies. As a result, staff spend less time on administrative work and more time focused on client service.
The efficiency gains have directly supported growth without added headcount. When a team member was promoted, Hartwell made a deliberate decision not to backfill the position — because the capacity Coverflow created made it unnecessary.
Coverflow’s AI Assistant has accelerated document review by giving staff instant answers across policies, quotes, schedules, and contracts. Through an ongoing collaboration with Coverflow's team, Hartwell has continuously refined proposal outputs — running iterative feedback cycles where requested formatting and layout changes were typically live within a week or two — until every deliverable matched Hartwell's exact standards.
88%
User Adoption Rate
Over 4,000
Comparisons generated automatically, annually.
12,500
Policies Analyzed Annually
30 Days
To eliminate an outstanding policy review backlog.
3x
Growth in Custom Proposal Outreach
“Coverflow isn’t just a tool for us, it’s an active growth partner. They’re continuously building new features and enhancements that align with where agencies are headed, and those tools directly support more efficient, scalable workflows. Just as importantly, they’re easy to work with.
The team is responsive, open to ideas, and willing to talk through challenges or opportunities as they come up. That makes a huge difference. If Coverflow disappeared tomorrow, we'd be back to manual processes — and we'd probably need to hire additional CSRs just to keep up."
Jordan Smith
VP & CIO @ The Hartwell Corporation
Generate spreadsheets and proposals for your policies in under 10 minutes.
