Agency Ops · Module 01

Certificate Request Intake
from request email to a certificate ready to send.

A certificate request arrives by email: the holder, the additional insured, the project. Built for your agency: Certificate Request Intake drafts the certificate in your agency system against the right policy, and a CSR approves before anything goes out. A request it can’t match goes back to the CSR with the reason.

For commercial-lines independent agencies. The Blueprint works out how it fits the agency system you already use.

Fig. i · The request
From: project coordinator · To: your service inbox
COI needed — Lakeview Clinic renovation
Hi, please send a certificate for Ridgeline Mechanical to the holder below, with us named as additional insured. Thanks!
HolderHarbor Point Builders, 400 Dock StWordingAdditional insuredProjectLakeview Clinic renovation
Fig. ii · From request to certificate

Five steps, and a person at the one that matters.

The steps a careful CSR takes on every request. Where a CSR would stop and ask, it stops and sends the request back with the reason.

Step 01
Read the request

Every request email, read the same careful way.

It reads the request the way your CSR does: who needs the certificate, which client it is for, and what the holder is asking for.

  • The certificate holder: name and address.
  • Additional insured or other wording the holder asks for.
  • The project, job or contract the request mentions.
Step 02
Find the policy

The right client, the right policy.

It finds the client in your agency system and the policy the request is about. When the email leaves room for doubt, it doesn’t guess.

  • The client is matched on what the email says, not on a hunch.
  • More than one possible policy is a question for the CSR, not a pick.
Step 03
Draft the certificate

A draft in your own system, ready for review.

It drafts the certificate in your agency system with the holder and the details from the request, and leaves it for a CSR.

  • Drafted where your team already works.
  • Nothing is sent from the draft.
Step 04
A CSR approves

A person approves before anything goes out.

A CSR reviews the draft, approves it and sends it. The module never sends a certificate itself.

  • The CSR sees the request and the draft side by side.
  • Sending stays a person’s decision, every time.
Step 05
Sent back with the reason

What it can’t match comes back to the CSR, with the reason.

A request it can’t match to a client or a policy is not drafted. It goes back to the CSR with the reason, so nobody has to work out what went wrong.

  • The client isn’t found, or more than one matches.
  • The request asks for something it can’t confirm on the policy.
Fig. iii · The draft

Drafted, never sent on its own.

The draft waits in your agency system for a CSR. Sending stays a person’s decision, every time.

Fig. iii · Waiting for a CSR
Draft · waiting for a CSRNot sent
ClientRidgeline MechanicalPolicyGeneral liability, matched from the requestHolderHarbor Point BuildersWordingAdditional insured, as requested
A CSR approves and sends it.
Fig. iv · How we start

Start with a Workflow Blueprint.

Every agency’s requests, clients and system set-up are different, so we start by mapping yours. The Blueprint ends with a fixed build proposal, so you know the scope before you decide on the build.

We built the same kind of intake for another industry, and it runs every day.

Workflow Blueprint
$2,500
  • Credited toward a build started within 30 days.
What the Blueprint gives you
  • Workflow map, handoffs, and failure points
  • Specialist roles, integrations, and human gates
  • Expected value, implementation scope, and fixed build proposal
Useful to have for the call
  • A few real certificate request emails (with names removed, if you prefer)
  • Which agency system you use, and who holds its login
  • How many certificate requests arrive in a week
Questions

What principals ask first.

Does it send certificates on its own?

No. A CSR approves every certificate before anything goes out. The module drafts; your team sends.

What happens when a request doesn’t match a policy?

Nothing is drafted. The request goes back to the CSR with the reason it couldn’t be matched.

Which agency system does it work in?

Yours. Working out how it connects to your system is part of the Workflow Blueprint, and the fixed build proposal says how before you decide on the build.

Does it decide what coverage a certificate shows?

No. It drafts from the policy and the request; the CSR reviews the draft and decides what goes out.

Why start with a Blueprint?

Every agency’s requests, clients and system set-up are different. The Blueprint maps yours and ends with a fixed build proposal, so you know the scope before you commit.

Who owns the accounts it uses?

You do. DaVeenci builds and maintains software. We're not a law firm and don't give legal advice. Your accounts and their terms stay yours, and you decide how they're used.

Next step

Fifteen minutes on how your certificate requests arrive.

Bring a few real request emails. We’ll tell you whether a Workflow Blueprint is worth doing.