Skip to content

Acturis Technical Discovery Meeting - 19 November 2025

Attendees: - CA (Acturis Client Partner) - TH (Managing Director, EF) - MD (Operations Director, EF) - TD (Consultant)

Purpose: Technical discovery to understand Acturis API capabilities, integration options, and roadmap for AI/automation opportunities

Executive Summary

This meeting confirmed that Acturis has API capabilities that could support several priority areas, but significant gaps remain where custom AI solutions would add value. The renewals process (Priority #1) is notably absent from Acturis's current offerings. EF is underutilizing existing Acturis features (Workflows, Task Management) that could deliver quick wins. Several Acturis AI features are coming in 2025 that may address some needs, but timing and cost are uncertain.

Key Takeaways: - APIs exist for data ingestion (Lead Upload) and telephony, but document handling unclear - Email filing is broken - version reference system not working reliably - Workflows completely unused - major opportunity for automation without AI - Renewals quote aggregation - no Acturis solution exists or planned - Risk pre-population coming Q2 2025, but may not meet all needs - Claims process confirmed as manual and time-consuming

Technical Capabilities Discovered

API Integration Options

Inbound APIs (Getting Data INTO Acturis):

  1. Lead Upload API - Primary candidate for risk capture automation
  2. Can create Opportunity or RFQ records with pre-populated data
  3. Separately priced module (pricing to be provided)
  4. Requires technical work on EF's side to integrate
  5. CRITICAL QUESTION: Does it ingest documents or only structured data? CA uncertain - needs confirmation

  6. Documented API interfaces available once subscribed

  7. Automation Upload - Manual process

  8. Spreadsheet-based bulk upload (company data, etc.)
  9. Not suitable for real-time AI integration

  10. More of a one-off data migration tool

  11. HubSpot Integration Example

  12. Nightly file share batch process
  13. Shows bespoke integrations are possible
  14. Not real-time

Outbound APIs (Getting Data OUT of Acturis):

  1. Event API / Data Warehouse
  2. Can export all data to Power BI or other tools
  3. Creates data dictionaries
  4. Expensive option
  5. Low priority - all EF data already in Acturis, limited benefit

  6. Mainly useful for organizations with multiple data sources

  7. Quote & Buy APIs

  8. For building custom customer-facing websites
  9. Previously tried by EF, not successful
  10. Not relevant to current priorities

Telephony Integration

Capabilities: - Click to call from Acturis (free feature, not currently enabled) - Screen pop when receiving calls - auto-opens contact record (free) - Call recording storage via link to phone provider's website - Link drops into Acturis activity record - Storage concern: EF pays for storage, so avoid storing large audio files in Acturis

Limitations: - No native transcription capability - No AI extraction from call recordings - Would need third-party solution for voice-to-text → then use Lead Upload API

Opportunity: Given 95% of risk capture happens via phone/Teams calls, telephony integration is critical. Custom solution needed: phone system → transcription → AI extraction → Lead Upload API → Acturis.

Email Integration

Current State: - Can initiate emails from Acturis (auto-saves to file) - Version reference system supposed to auto-file incoming emails to correct policy - BROKEN: MD and team report emails "not saving in the right file" - Support suggested plugin reinstall, but problem persists - Kelly raised this with support recently

Impact: - Amplifies pain of manual filing for renewals and claims - Team tries to use the feature but it fails - Creates distrust in automation features

Opportunity: The fact that native email filing doesn't work reliably strengthens the case for AI-powered email processing solution that actually works.

Current Acturis Usage - Gaps & Opportunities

File Audit Programme (In Progress)

What EF is Implementing: - Two-part system: 1. Scoring module: Scans all files, scores based on completeness parameters (phone number, email, invoice, schedule, recommendation, etc.) 2. Deep dive module: Detailed audit of individual weak files

Configuration: - EF setting up scoring parameters with Acturis - Can be configured differently for contact records vs. policies vs. different policy types - Can differentiate new business vs. renewal file audits

File Definition: - Policy-level (not just contact-level) - Renewal file: 6-8 weeks before renewal → renewal date → 2 weeks after final docs sent (~2-2.5 month span) - New business file: First contact → policy placed → 2 weeks after placement - Consists of all communications grouped under client and policy line

Team Access Decision: - TH and MD debating whether to give staff access to their own file scores - Leaning toward yes - "mark their own homework" to improve proactively

Recommendation for Consulting Project: - Coordinate with this existing initiative rather than proposing separate solution - Could enhance with real-time proactive alerts (vs. retrospective review) - Investigate if file audit has API/webhooks during follow-up - Aligns with Priority Area #5 (Real-time File Audit & Staff Alerts)

Workflows Module - Completely Unused

Current State: - EF has never used Workflows - TH: "Email automation has always felt like a bit of a leap" - MD confirmed: "No" - Module being upgraded from Release 6 to Release 7 in 1.5 weeks

What Workflows Can Do: - Automated task generation based on triggers - Automated email sending (though Pathway does this better for marketing) - Automated SMS via Text Marketer or Twilio integration - Process enforcement (e.g., "contact insurer 60 days before renewal") - Sequential automation (task closes → triggers next step)

Credit Control Example (TH's Interest): - Generate tasks at key intervals for debt chasing - Can add rules (e.g., don't auto-chase VIP clients via email) - Can mark clients as VIP via report questions or contact segments - Can escalate from tasks → automated emails as confidence grows

TH's Response: - "It would be a good obvious one to start with on the credit control thing" - Open to automation if shown clear benefit

Recommendation for Consulting Project: - Quick win opportunity - implement credit control workflows immediately - Directly addresses Priority Area #6 (Debt Chasing & Payment Management) - No AI required, just configuration - Could free up 5-10 minutes of every Monday meeting - Success here builds confidence for more automation

Task Management - Inconsistent Usage

Current State: - Not used uniformly across team - TH doesn't use it personally - Some team members do use it

TH's Perspective: - "Feels like we probably should embrace it and use it" - "Everyone should use it rather than ditching it" - "Should be all in and everyone using it uniformly" - Asked TD to specifically observe task management usage during shadowing

Benefits Mentioned: - When someone is off for 2 weeks, can reassign their tasks - Provides visibility into work coming up - Enforces consistent processes

Recommendation for Consulting Project: - Standardizing task management should be foundational - Enables workflow automation later - Creates baseline for measuring productivity improvements - Low-tech organizational change, not technology problem

Unused Features - Low-Hanging Fruit

Features Available but Not Enabled:

  1. Predictions Module ("The Brain") - Right-hand toolbar
  2. Propensity to Renew (paid)
  3. Cross-sell suggestions (paid)
  4. E-trade Conversion analysis (FREE)

  5. TH: "Sounds like something we should probably be trying to get people to use"

  6. View in Maps (FREE)

  7. Click address to open in Google Maps
  8. Useful for property insurance

  9. Just needs config option enabled

  10. Right-hand Toolbar Features

  11. Pinned items, shortcuts, recent contacts, electronic file quick view
  12. MD: "I've never used any of those things on the right hand side"
  13. Shows feature discoverability problem

CA's Offer: - Will review EF's configuration and suggest "obvious ones" worth switching on

Recommendation: - Get list from CA - Enable free/low-cost features - Include in standardization/training initiative

Acturis AI Roadmap - What's Coming

Risk Pre-population (Q2 2025) - HIGHLY RELEVANT

How It Works: - Drag and drop client documents (e.g., expiring broker's schedule) into risk details - OR use email plugin to add to risk details directly from email - AI extracts information from document - Highlights where it got each piece of information - Presents pre-populated "Add Contact" screen for review - User confirms/edits before saving

Current Status: - Contact-level version is LIVE now - Risk-level version targeted for Q2 2025

Cost: - AI features will be "signed up to additional extra" - Pricing not yet provided

Critical Questions: - How accurate is it? - What document formats does it support? - How does it handle complex/non-standard documents? - What's the actual cost? - Is it good enough to meet EF's needs or should custom solution be built sooner?

Impact on Priority Area #2 (Initial Risk Capture): - Could significantly address the manual data entry bottleneck - BUT: Only helps with document-based capture - Doesn't address the 95% of cases that are phone/Teams calls - Voice-to-text still needed as separate solution

AI Email Summaries (Early 2025)

How It Works: - When dragging/dropping email into Acturis - AI auto-summarizes content - Populates activity description field automatically - More accurate than manual "contact da-da-da-da-da" entries

Impact: - Helps with claims filing (Priority #4) - Helps with renewals communication tracking (Priority #1) - Reduces manual administrative overhead

AI Chatbot / Copilot (End of 2025 / Q4)

How It Works: - TH's question: "How soon before we can have a bot and say 'I know I sent something to this client, where do I find it?'" - Conversational search/retrieval from Acturis - New UI being designed for Release 8

Status: - Towards end of next year - "Copilot stuff" mentioned - Mockups shown in presentation

Relevance: - Lower priority for current pain points - Nice-to-have vs. must-have

Propensity to Renew & Cross-sell (AVAILABLE NOW)

Propensity to Renew: - Scores policies on likelihood to renew (percentage) - Uses hundreds of data points across ALL Acturis clients - Factors: market conditions, insurer favorability, length of relationship, past lapse behavior - Gives "top reasons to renew" and "top reasons might lapse" - Can add column to renewal reports to prioritize outreach - Popup notifications when opening contact records

Cross-sell: - Analyzes current policies - Suggests additional products client should have - Based on trade, risk details, etc. - Can create RFQ directly from suggestion - Popup notifications available

E-trade Conversion (FREE): - Looks at manual policies - Determines if they could have been e-traded - Based on risk details, previous premium, EF's panel - Identifies opportunities to move business to electronic trading

Cost: - Paid features (amount not specified) - E-trade Conversion is FREE

EF Awareness: - TH and MD were NOT aware of these features - Shows ongoing feature communication gap

Recommendation: - Trial the free E-trade Conversion immediately - Evaluate Propensity to Renew for renewal prioritization - May help with Priority Area #1 (knowing which renewals to focus on)

Release 8 UI Overhaul (2026-2027)

What's Changing: - Complete UI redesign - "bringing it in line with modern applications" - "Things are going to be a bit more in your face" - Less cluttered middle pane - Easier to see policies, outstanding amounts - Better notes visibility

Timeline: - Pilots next year (2026) - Feedback sessions throughout 2026 - Slow rollout: Broking Module and Task Management first - Accounts module still in development - Full rollout "start of 2027" - 12-18 month transition period - Opt-in like Outlook (can switch back and forth)

Platform: - Still Windows app, NOT web app - Many clients requested web app - CA hopes the new design makes web app transition easier in future - Can't be used on Macs without Windows emulator - Can't be used on Chromebooks

Impact on Solutions: - Any custom solutions must work within Windows app constraints - Can't rely on web-based workflows - Limits flexibility for modern integration patterns

Integration Partners & Third Parties

Pathway Port (Under Consideration)

What It Does: - Automated client communication workflows - Example: 6 weeks after new client onboarding → "How are you getting on as a client of EF?" - Example: 6 months after claim → check-in message - Rule-based triggers (e.g., policy renewal date, claim events) - Professional marketing emails (better looking than Acturis's native emails) - Analytics: open rates, click tracking, response rates - Unsubscribe tracking feeds back to Acturis

How It Works: - Visual workflow builder (trigger → wait → conditional logic → send) - If email opened, don't send another; if no response, send follow-up, etc. - Their portal for designing email templates and flows - Integrate with Acturis data

Cost Model: - Canadian company - Pricing based on number of contact records/email addresses - Not seat-based - EF has fewer than 50,000 contacts (Pathway's first threshold)

Contract: - Through Acturis but also separate agreement with Pathway

Support: - CA recommends "lean on them as much as you can" - Very responsive and helpful - Have built similar flows for other brokers - can reuse templates

TH's Response: - "Another example of something they talk about it and you're like 'Well we should definitely have that'" - "But it's again integrating it. It's big job and training and cost"

Recommendation: - Aligns with relationship-building goal (automated touchpoints) - Could be part of solution but NOT highest priority - Doesn't address core pain points (renewals, risk capture, claims) - Consider after addressing Priority Areas 1-4

Full Circle Integration (Available)

What It Does: - Company data enrichment: turnover, number of employees, etc. - Button in Acturis to pull data from Full Circle - Auto-updates client records with current business information

Current EF Usage: - Only use Full Circle for prospecting - Not integrated with Acturis

Cost: - ~£2,000/year license fee

TH's Interest: - "Would be useful to have it for existing clients as well just to keep that up to date"

Recommendation: - Low priority - Nice-to-have data enrichment - Doesn't address core pain points - Evaluate ROI - does £2k/year justify value of auto-updated company data?

Aviva Claims Integration (LIVE)

How It Works: - When claims raised directly to Aviva (bypassing broker), automatically added to Acturis - Free integration - Duplicate checking (won't double-add if EF already logged it) - Download module to see claims that came in - Can set up automated tasks to notify handler when claim arrives

EF's Usage: - Currently live - Aviva is small proportion of EF's policies - MD: "We don't have that many Aviva claims, which is a good thing" - "Haven't heard that it's not going well"

Broader Context: - Acturis trying to get more insurers to build this - Depends on insurer's development priorities - Shows what's POSSIBLE but not likely for most insurers

Impact on Priority Area #4 (Claims): - Good proof of concept - But majority of EF's insurers won't have this - Still need solution for email-based claims communication with other insurers

Claims Process - Pain Point Confirmed

Current Workflow

Typical Flow: 1. Client or property manager contacts EF about claim 2. EF logs claim with insurer(s) 3. "Load of information going from client to us" 4. "Then it's going to the insurer" 5. "Then it's coming back multiple times" 6. "It's all uploaded manually onto the e-file on Acturis"

Communication Method: - Email (not via Acturis messaging) - If initiated from Acturis, auto-saves - But most replies come to Outlook - Subject: version reference should auto-file (but this is broken - see email integration section)

Exception: - Occasionally clients go direct to insurers - Aviva integration catches these (but Aviva is minority)

MD's Assessment: - "Something we can probably make a bit slicker" - Suggested TD meet with Laura (claims handler) to understand process

Claims Specialist: - Laura - In office until ~12:30 on meeting day - TD to shadow her process

Recommendations

Immediate: - Shadow Laura to understand full workflow - Map actual communication patterns and volume - Quantify time spent on manual filing

Priority Area #4 Validation: - Claims confirmed as "admin-heavy, many emails over long periods" - Manual filing burden significant - Email summarization (coming early 2025) will help but not solve - Custom AI for email processing/auto-filing could have major impact

Priority Areas - Acturis Coverage Analysis

Priority #1: Renewals & Re-marketing Process

Acturis Solutions: NONE

Gap: - No quote aggregation capability - No email monitoring for insurer quotes - No comparative analysis tools - No communication automation for renewal quotes

Implication: - Strongest case for custom AI solution - Acturis has nothing on roadmap for this - Opportunity to build email monitoring → quote extraction → comparison tool - Could integrate with Acturis via API to pull renewal data and push results

Priority #2: Initial Risk Capture & Data Entry

Acturis Solutions: PARTIAL (Coming Q2 2025)

Covered: - Document-based data extraction (Q2 2025 AI feature) - API exists for data upload (Lead Upload API)

Gaps: - Voice-to-text for phone/Teams calls (95% of risk capture) - Real-time assistance during live calls - No native telephony transcription

Implication: - Wait-and-see on document processing (Q2 2025) - Build custom solution for call transcription → AI extraction → Lead Upload API - Potentially most impactful given 95% phone capture rate

Priority #3: Submission Presentation to Insurers

Acturis Solutions: PARTIAL

Covered: - Acturis generates Word document submissions from entered data - If data quality improves (via Priority #2), submissions improve

Gaps: - No AI risk highlighting for underwriters - No optimization of submission format for specific insurers - Limited customization

Implication: - Lower priority for custom solution - Could enhance submission generation but not critical path - Benefits dependent on solving Priority #2 first

Priority #4: Claims Process

Acturis Solutions: MINIMAL

Covered: - Aviva integration (small percentage of claims) - Email summaries coming early 2025 (helps with description fields)

Gaps: - No automated filing solution for most insurers - Email version reference broken - No communication tracking/summarization over claim lifecycle - No timeline monitoring

Implication: - Strong case for custom solution - Email processing for claims similar to renewals - Auto-filing, communication summarization, status tracking

Priority #5: Real-time File Audit & Staff Alerts

Acturis Solutions: IN PROGRESS

Covered: - File audit programme being implemented - Scoring + deep dive modules

Gaps: - Retrospective vs. real-time - No proactive alerts during workflow - Staff can't see their own scores (yet)

Implication: - Coordinate and enhance existing initiative - Add real-time alerting layer on top - Investigate API/webhooks for audit data

Priority #6: Debt Chasing & Payment Management

Acturis Solutions: AVAILABLE BUT UNUSED

Covered: - Workflows module can automate credit control tasks - Can send automated reminders - Can escalate based on rules - SMS integration available (Text Marketer, Twilio)

Gaps: - None - feature exists, just not configured

Implication: - Immediate implementation opportunity - No AI needed - TH already identified as "obvious one to start with" - Quick win to build confidence

Implementation Challenges & Constraints

Change Management Capacity

Evidence: - TH on Pathway: "It's again integrating it. It's big job and training and cost" - Multiple tools being considered simultaneously (file audit, Pathway, AI features) - 14-person team with limited time for change

Implication: - Solutions must be realistic and incremental - Can't implement everything at once - Need clear prioritization and phased approach - Quick wins (Workflows) build confidence for larger changes

Cost Sensitivity

Evidence: - Multiple questions about pricing - CA noting "this solution's a little bit more expensive" - Separate pricing for each API module - £2k/year for Full Circle integration mentioned as consideration

Implication: - Need clear ROI calculations - Pilot/trial approach preferred over big upfront investment - Build vs. buy decisions will be cost-driven

Feature Overload

Evidence: - MD: "I've never used any of those things on the right hand side" - Team unaware of Propensity to Renew, Cross-sell features - So much functionality available but unused

Implication: - Training and adoption are as important as new features - Simplicity and focus better than comprehensive solutions - Need to address why existing features aren't used before adding more

Technical Constraints

Evidence: - Windows app only (Release 8 still won't be web) - Plugin issues (email version reference) - Integration requires "technical work on your side"

Implication: - Solutions must work within Windows environment - Can't rely on modern web-based patterns - Need reliable technical partner for integration work - Acturis plugins historically unreliable

Action Items & Next Steps

From CA (Acturis)

  1. Send API documentation and pricing
  2. Lead Upload API details
  3. Full API brochure
  4. Pricing list for API modules

  5. CRITICAL: Confirm if Lead Upload handles documents or just structured data

  6. Send telephony integration documentation

  7. Click to call setup
  8. Screen pop configuration

  9. Call recording link setup

  10. Review EF's configuration

  11. Identify "obvious" features worth enabling

  12. Focus on free/low-cost options

  13. Investigate reporting issue

  14. Executive income report showing current account exec instead of historical
  15. Look for workarounds

  16. Raise as change request if none exist

  17. Send Full Circle integration brochure

For EF Team

  1. Reinstall Outlook plugins (address email version reference issue)
  2. If problem persists, provide specific example to CA/support

  3. This is blocking effective email filing

  4. Meet with Laura (Claims Specialist)

  5. TD to shadow claims workflow
  6. Map communication patterns

  7. Quantify manual filing time

  8. Observe task management usage

  9. During team shadowing sessions
  10. Understand current inconsistent usage

  11. Identify what would make it more useful

  12. Consider file audit team access

  13. Decision on whether staff can see their own scores
  14. "Mark their own homework" approach

For TD (Consultant)

  1. Review API documentation when received
  2. Assess technical feasibility of integrations
  3. Identify gaps between API capabilities and needs

  4. Determine if Lead Upload can handle document ingestion

  5. Shadow Laura for claims process (Priority)

  6. Before she leaves at 12:30
  7. Map full workflow

  8. Identify automation opportunities

  9. Observe Monday debtor review meeting

  10. See current debt chasing process
  11. Quantify time spent

  12. Assess Workflows opportunity

  13. Continue team shadowing

  14. Focus on task management usage
  15. Observe renewals process in detail

  16. Watch risk capture phone calls

  17. Evaluate Acturis AI timeline vs. custom solutions

  18. Risk pre-population Q2 2025 - wait or build?
  19. Cost-benefit analysis needed once pricing received

  20. Determine "build vs. wait" decision framework

  21. Develop phased implementation plan

  22. Quick wins first (Workflows for credit control)
  23. Medium-term (standardize task management, enable free features)
  24. Long-term (custom AI solutions where Acturis has gaps)

Strategic Recommendations

Immediate Priorities (Next 30 Days)

  1. Implement credit control workflows (Priority #6)
  2. TH already identified this as "obvious one to start with"
  3. No AI needed, just configuration
  4. Delivers quick win to build confidence

  5. Frees up 5-10 min of every Monday meeting

  6. Enable free Acturis features

  7. E-trade Conversion analysis (free)
  8. View in Maps (free)
  9. Click to call / screen pop (free)

  10. Wait for CA's config review recommendations

  11. Fix email version reference

  12. Plugin reinstall
  13. Test thoroughly

  14. Critical for renewals and claims filing

  15. Shadow complete workflows

  16. Laura (claims)
  17. Renewal process
  18. Risk capture calls
  19. Build detailed process maps

Medium-Term (60-90 Days)

  1. Standardize task management
  2. Get team aligned on uniform usage
  3. Foundation for future workflow automation

  4. Creates productivity measurement baseline

  5. Evaluate Acturis AI features

  6. Get pricing for Propensity to Renew, Cross-sell
  7. Trial and assess value

  8. Decide on adoption

  9. Build detailed requirements for custom AI solutions

  10. Renewals quote aggregation (Priority #1)
  11. Voice-to-text + data extraction (Priority #2)
  12. Claims email processing (Priority #4)

Long-Term (3-6 Months)

  1. Custom AI solution development - Focus on Priority #1
  2. Renewals is biggest pain point
  3. Acturis has no solution
  4. Clear ROI potential

  5. Email monitoring → quote extraction → comparison tool

  6. Voice-to-text integration - Priority #2

  7. 95% of risk capture is phone-based
  8. Phone system → transcription → AI extraction → Lead Upload API

  9. Depends on API documentation review

  10. Enhanced file audit - Priority #5

  11. Build on Acturis file audit programme
  12. Add real-time alerting layer
  13. Investigate API/webhook integration

What NOT to Do (Yet)

  1. Don't pursue Pathway Port until core priorities addressed
  2. Don't build document processing - wait for Acturis Q2 2025 release, evaluate first
  3. Don't pursue Full Circle integration - nice-to-have, not pain point
  4. Don't implement everything at once - change management capacity is limited

Open Questions Requiring Follow-Up

Technical

  1. Does Lead Upload API handle document ingestion or only structured data?
  2. What are exact API pricing and licensing terms?
  3. Can file audit programme expose data via API/webhooks for real-time alerts?
  4. What phone system does EF use? Does it have API for call recording access?
  5. What's the technical architecture for integrating third-party AI with Acturis APIs?

Product/Roadmap

  1. What's the actual release date for risk pre-population AI?
  2. How much will AI features cost?
  3. What's included in the AI feature package vs. a la carte?
  4. Is there a roadmap for renewals/quote aggregation functionality?

Process

  1. What percentage of claims are with Aviva vs. other insurers?
  2. How many renewal submissions per month go to how many insurers on average?
  3. What is actual time spent on debt chasing per week (beyond Monday meeting)?
  4. How many risk capture calls per day/week?

Organizational

  1. Who would own implementation of Workflows configuration?
  2. What's the appetite for external development partner vs. internal technical work?
  3. What's realistic timeline given team capacity constraints?
  4. How is change typically managed with the 14-person team?

Appendix: Key Quotes

On Email Automation:

"Email automation has always felt like a bit of a leap. But again like if someone said this is how you should do it, this will work and it would change my life..." - TH

On Integration Challenges:

"It's another example of something they talk about it and you're like 'Well we should definitely have that.' But it's again integrating it. It's big job and training and cost." - TH

On Credit Control:

"Yeah it would be good, it would be a good obvious one to start with on the credit control thing." - TH

On Claims Process:

"Something we can probably make a bit slicker." - MD

On Manual Claims Filing:

"There's a load of information going from the client to us and then it's going to the insurer, and then it's coming back multiple times and it's all uploaded manually onto the e-file on Acturis." - TH

On Task Management:

"The way we use it is not uniform across the team but I think it feels like we probably should embrace it and use it. Everyone should use it rather than ditching it." - TH

On Unused Features:

"I've never used any of those things on the right hand side." - MD

On File Audit:

"We think it would be a good thing if they could mark their own homework. Just like, at least see where their weak files are, because then they'll correct it and get better." - TH