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EF Insurance Broker - Technology Consulting Project

Welcome to the technology consulting project for EF Insurance Brokers. This site documents the discovery, analysis, and recommendations for implementing AI and automation solutions to reduce administrative overhead.

Project Overview

Consultant: TD (Tom) Client: EF Insurance Brokers Key Contact: TH (Managing Director)

Strategic Goal

Identify and implement opportunities to automate low-value administrative tasks, freeing staff to focus on:

  • Building client relationships
  • Building insurer relationships
  • Providing expert advice
  • Growing the business

Business Context

EF is a property insurance broker operating with two distinct trading models:

  • Electronic Trading: ~10% of revenue (automated quotes via Acturis)
  • Manual Trading: ~90% of revenue (relationship-driven, admin-heavy)

The manual process is the primary focus for optimization.

Priority Areas for Optimization

Based on initial discovery with TH, six key areas have been identified:

1. Renewals & Re-marketing Process

Highest Priority - Managing quotes from up to 10 insurers per renewal, involving extensive email communication and manual filing.

2. Initial Risk Capture & Data Entry

Foundation of all new business. Manual interpretation and entry of unstructured data (PDFs, documents, call notes) into Acturis.

3. Submission Presentation to Insurers

Quality and consistency of information packages sent to underwriters affects response times and relationship quality.

4. Claims Process

Admin-heavy process with many emails exchanged over extended periods.

5. Real-time File Audit & Staff Alerts

Proactive monitoring to alert staff when required actions are missed or incomplete.

6. Debt Chasing & Payment Management

Recurring weekly overhead in Monday meetings, multi-stage chase process across bookkeeper and account handlers.

Project Navigation

Meetings

Meeting notes and summaries with stakeholders.

Interviews

Structured interviews with staff and suppliers to understand workflows and pain points.

Analysis

Consolidated findings, issue documentation, and solution proposals.

Research

Technical research on tools, platforms, and regulatory considerations.

Deliverables

Client-facing outputs and implementation roadmaps.

Current Status

Phase: Initial Discovery & Staff Interviews Completed: - Initial discovery meeting with TH (17 Nov 2025) - Technical discovery call with Acturis (19 Nov 2025) - API capabilities confirmed - JL (HNW Account Handler) interview (19 Nov 2025) - Lucy Leech (Account Handler) interview (26 Nov 2025) - Marilyn Bothello (Senior Account Handler) interview (26 Nov 2025) - Laura Harris (Claims Handler) interview (26 Nov 2025) - Rakesh Zaveri (Finance Director) interview (01 Dec 2025) - Andy Dischamps (Account Director) interview (01 Dec 2025) - Acturis expert, version control feature discovered - Liam Moore (Account Executive) interview (05 Dec 2025) - Document loss from attachment handling, Marsh best practices

Next Steps: - Interview Martine (Operations Director) - understand renewal spreadsheet creation - Shadow Lucy on manual (non E-Trade) renewal process - Interview Reese/Jamie (Executives working with Lucy) - Shadow Laura (claims specialist) to map claims process - Review Acturis API documentation when received - Investigate Outlook-Acturis email integration issues