Published 23 October 2026
START WITH THE GAPS IN THE BUYING JOURNEY
Quotes issued and never followed up, renewals worked in the last fortnight, and no reliable view of which schemes or sectors actually convert.
This guide describes the workflow design published in Xiilio’s industry playbook. It is not a case study or a claim of achieved results. Access, permissions and the connected systems determine what can be deployed.
- Quotes are issued and never chased to bind
- Renewals are worked in the final fortnight, after the client has already shopped the market
- Account handlers are the bottleneck on both new business and retention
- No reliable view of which sectors, schemes or sources actually convert
MAP THE HANDOVERS BEFORE ADDING AUTOMATION
Write down the decision at each stage, who owns it and what information the next person needs. Qualification is not a substitute for a regulated or commercial decision.
- Trigger: Renewal date approaching, a new risk, a claim experience or a premium increase.
- Market: Client approaches two or three brokers; information gathering starts.
- Quote: Terms issued. This is the highest-leakage stage in broking.
- Bind and retain: Cover incepts; the next renewal cycle begins immediately.
QUOTE CHASE TO BIND
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Terms issued and recorded in the broking system
- HERALD follows up on a cadence set by premium band and cover type
- Questions answered by ARIA within scope, or routed to the handler
- Bind, decline or lapse written back so quote-to-bind is measurable
RENEWAL DEFENCE
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Renewal date triggers the sequence weeks earlier than manual practice
- Changes in cover, turnover, headcount or claims collected in advance
- Review call booked with the account handler
- Non-responders escalated with a documented last-attempt record
COMMERCIAL NEW BUSINESS
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- NOVA builds a sector and geography target list with renewal timing where known
- Approved multichannel sequence opens the conversation
- ARIA qualifies and books the broker
- Source and sector tracked to bound premium
CONNECT THE EXISTING STACK, WITH EXPLICIT BOUNDARIES
No rip-and-replace is the starting point. Confirm API availability, permissions, record mapping and failure handling with the system owner. Product names in the playbook describe systems commonly used in this sector; they do not imply a partnership or a prebuilt connector for every installation.
- Broking platform (Acturis, Applied, Open GI)
- CRM
- Handler calendars
- Telephony and email
- Document and e-signature tooling
KEEP THE APPROVAL GATES VISIBLE
Automation should stop at the boundaries agreed with your team. Record escalations and approval decisions alongside the workflow activity.
- Cover and eligibility criteria approved before go-live
- Any advice-adjacent question routes to a broker
- Renewal messaging approved by compliance
- Vulnerable-customer flags escalate immediately
MEASURE OUTCOMES, NOT ACTIVITY ALONE
Agree the baseline, reporting period and source of each metric before launch. Reconcile CRM outcomes with your own records; do not treat a modelled return or an advertising dashboard as independently audited revenue.
- Quote-to-bind rate
- Renewal retention rate
- Days before renewal that contact starts
- New business premium by sector
- Handler time per bound policy