Field Underwriting Assistant
Automates responses to underwriting queries across channels
Description
Challenge:
Field underwriting is often delayed when agents rely on manual lookups or underwriters for routine questions. Inconsistent interpretation of age/medical requirements, missing documentation, or uncertainty around sum-assured thresholds causes inefficiencies, escalations, and delays in customer servicing. These gaps increase the workload on central underwriting teams and slow down policy issuance, especially for simple, standard cases.
How It Works:
The Field Underwriting Assistant acts as a real-time knowledge guide for field agents. Using a Retrieval-Augmented Generation (RAG) approach, it pulls information from product brochures, underwriting rulebooks, historical FAQs, and regulatory guidelines. Agents can query via chat, portal, or email, and the assistant delivers plain-language, context-aware responses. For complex scenarios outside defined rules, it directs agents to proper escalation channels. All interactions are logged for consistency, audit, and continuous learning.
Benefits:
Resolves 80–90% of standard agent queries without underwriter intervention
Delivers answers in <15 seconds on average
Cuts agent onboarding and training time by 50%
Improves consistency in underwriting interpretation across geographies
Reduces errors in documentation and medical requirement assessments
Enhances agent confidence and customer trust through instant guidance
Features
The Field Underwriting Assistant streamlines frontline decision support by combining intelligent retrieval with compliance-driven business rules. It ensures agents can confidently handle routine underwriting questions while keeping escalation channels clear for true exceptions.
Features & Capabilities
Rule-Based Guidance: Provides answers on age limits, medical triggers, document requirements, and sum-assured thresholds.
Multi-Channel Access: Supports queries via chat, email, or agent portals.
RAG-Powered Retrieval: Pulls from brochures, rulebooks, FAQs, and regulatory guides.
Context-Aware Responses: Converts technical underwriting rules into plain-language steps.
Escalation Pathways: Guides agents only to designated appeal or exception channels.
Audit Logging: Records every interaction for compliance, dispute readiness, and self-learning.
Continuous Learning: Improves knowledge quality through query log feedback loops.
Seamless CRM Integration: Connects to agent interaction history for contextualized answers.
Operating Blueprint
Knowledge Sources:
Underwriting Rulebooks & Guides: Age limits, medical triggers, product-specific requirements
Document Requirement Library: Forms, medical documentation, and compliance checklists
Historical Query Logs: Past agent questions and verified resolutions
Policy & Product Databases: Coverage limits, riders, exclusions, and terms
Regulatory & Compliance Guidelines: Jurisdiction-specific rules and exceptions
Business Rules:
Guidance Accuracy Rule: All responses must reflect latest product and regulatory updates
Document Reference Rule: Always cite source docs (rulebooks/policy wordings) for agent verification
Query Escalation Rule: Provide escalation pathways only, not direct underwriter access
Consistency Rule: Ensure uniform answers across similar queries and geographies
Logging Rule: Record all queries/responses for compliance and training
Tool Workflow:
Field agent submits query (e.g., “Is ECG required for a 50-year-old smoker?”)
System retrieves relevant rules and historical FAQ matches
AI synthesizes and returns plain-language guidance to agent
Escalation instructions shown if query exceeds standard rules
Query and response logged into knowledge base for audit and learning
Badges
Classification
