Automating Repetitive Work of Insurance Agents

Speaker: Maciej Wir-Konas – Project Manager at Decerto

Across the insurance industry, agents continue to lose a significant share of their working day to repetitive, manual tasks — from data entry to chasing documents across disconnected systems. That lost time comes at a direct cost: less time spent on what actually drives revenue and client relationships.

In this session, Decerto walked through how process automation changes that equation in practice. Drawing on real implementations at companies such as Allianz, Warta (Talanx Group), and Generali, the session showed how Decerto’s Agent Portal consolidates an agent’s daily workflow into a single, automated platform — and what that looks like from quote to claim.

Watch the recording to discover:

• Why automation matters – the real cost of manual, repetitive work for insurance agents
• Inside Agent Portal – the six modules that automate an agent’s daily workflow, from sales to commission and billing
• Security and reliability – how the platform is tested, monitored, and kept available at scale
• Live demo – a walkthrough of cross-selling, policy issuance, post-sales actions, and real-time reporting from an agent’s perspective

Missed the live session? Watch the recording and/or read the full transcript below.

[Speaker: Maciej Wir-Konas]

Hi, my name is Maciej Wir-Konas, and I am the project manager at Decerto. During today's online session, I would like to demonstrate how automation supports the daily tasks of insurance agents at companies such as Allianz, Warta from the Talanx Group, and Generali.

Feel free to write down questions using the chat, and I will respond to all of them during the Q&A session after my presentation.

Why is this topic so important? According to data from various reports, thirty percent of work time is wasted on repetitive tasks, and ten percent is allocated to manual data entry.

This time can be utilized more effectively, and broad automation can help achieve that.

Generally, in the insurance industry, process automation has become a game changer because it improves operational efficiency, reduces costs, and enhances customer service.

As a professional in the insurance industry, you are likely aware of the manual processes, inefficiencies, and complexities that can hinder your operations, leading to delays, errors, and compliance issues. And process automation can help address these challenges and streamline workflows, allowing you to focus on providing better service to your clients.

During today's session, I would like to show you the practical application of automation in the daily work of insurance agents. I will also illustrate this through the implementation of the Agent Portal system at our clients' sites.

During discussions with Allianz or the Talanx Group, we identified their most common expectations for the system: a highly automated platform, a comprehensive tool that integrates various systems, seamless handling of sales and post-sales processes, and an intuitive and user-friendly tool for insurance agents. Additionally, the challenge encompassed all types of insurance products, each requiring agents to input numerous parameters related to the client and the insured object to calculate premiums.

And what did Decerto do for these clients? We implemented our own solution, Agent Portal. This solution relieves insurance agents from entering extensive data about clients and their insured objects.

Our platform offers a high level of integration and automation.

The solution consists of six main modules:

the Sales Module, the 360 Customer Module, the 360 Agent Module, the Sales Dashboards Module, the Post-Sales and Claims Services Module, and the last one, the Commission and Billing Module. The goal of these modules is to automate and streamline the daily work of agents.

Due to the system's growing size and the need for further development and scalability, we decided to divide the system into smaller components.

Subsequent products were separated as microservices. Given the overall scale of the portal, we employ a hybrid architecture. This ensures both the stability of the solution and the ability to quickly and easily scale critical components. This approach simplified system development, allowing multiple independent teams to work on it simultaneously.

Thanks to the continuous involvement of UX and UI experts during the implementation phase, and numerous meetings with end users who evaluated dozens of prototypes, it was no surprise that after the first few months of launch, the solution proved to be very intuitive and quickly met agents' expectations.

Many agents even stopped reading the user manual, which was the best proof of its intuitiveness for us. Today, eAgent supports over forty thousand insurance agents and even twenty-eight million Warta from Talanx Group customers. New insurance products and innovative features are introduced every year, ensuring the platform remains modern and tailored to achieving the highest level of user satisfaction. To conclude, I would like to say a few words about security.

Agent Portal regularly undergoes security tests and is audited for stability, performance, and stress resilience by renowned global firms and tools. We implement secure login mechanisms using CAS SSO, and each API interface is protected against unauthorized access. Communication with the application is encrypted according to the latest standards. We also conduct regular performance tests to ensure the solution provides an adequate level of service security. The entire system operates in HA, high-availability, mode, so a failure of one server does not affect the system's overall operation. All activities related to databases, servers, or the application itself are monitored, ensuring both physical security and alerts about potential issues and failures. This, of course, gives us time to take corrective actions. We also use infrastructure monitoring based on a globally recognized tool, along with a team dedicated to analyzing and improving the monitoring process. Now I would like to demonstrate a quick demo of Agent Portal. Let's remember that this represents only selected functionalities of the system, aimed at demonstrating its overall purpose and potential for implementing automation in our daily work.

Let's put ourselves in the shoes of an insurance agent.

A typical agent has access to several systems but desires a single platform that enables him to perform his tasks more quickly and automatically.

Upon entering Agent Portal, the agent is presented with a dashboard where he can find a diary of quick actions to be performed. This summary allows the agent to avoid searching through various files and documents for lists of policies and clients, such as those requiring product renewals or those approaching a billing period.

From the dashboard, the agent can quickly navigate to client listings or policy listings to view details and take necessary actions. The portal encompasses numerous functionalities from different areas, all accessible in one place. For instance, from one screen we can view policies and offers, and from another, agency reports or the settlements of a particular agency. We present all data from various sources in one centralized location. Let's suppose I want to carry out cross-selling activities with my clients.

To do this, I select the Clients tab from the menu and filter the data according to the cross-sell discount for home insurance. Then I proceed to the listing of filtered clients and select the 360-degree view of my chosen client. We are presented with a comprehensive view of our client. In one place, we can see their sales history, including the products they have purchased, the value of those products, and which ones are currently active. This quick and automated summary allows us to efficiently proceed with cross-selling activities and further sales development.

How can we conduct a cross-selling process?

As an insurance agent, I see that our client has an automotive policy, so I will suggest a house policy. To do this, we navigate to the sales path.

The system automatically suggests additional products we can offer to the client. All client data, including addresses, are retrieved from various databases, internal or central ones, like the Central Statistical Office, the Central Vehicle and Driver Register, et cetera. This is the realization of the fast-quote idea, meaning we only need to make several clicks to receive offer options on a single screen. We don't need to fill in the majority of the data manually. The system does it for us.

Okay, so we reach the policy issuance stage, and what is important, we do not need to issue separate policies for different products. The system does it for us, issuing both policies simultaneously. This saves us time and provides convenience in our work.

In addition to cross-selling, the system can support us in carrying out post-sales tasks. To do this, we navigate to the 360-degree policy view. In one place, we have all the policy information gathered, along with the appropriate post-sales actions. Importantly, these post-sales actions can be conducted online.

Speeding up an agent's work is also evident in the automated communication with clients. The system can, for example, mass-send policy documents, such as general terms and conditions, and automatically remind clients about installments via SMS or email, automatically flag policies, such as notifying about missing scans, upcoming anniversaries, or pending payments.

For many agents, delivering paper documentation is still a challenge. The system can minimize this requirement. When issuing a policy as an agent, I am obliged to provide a scan of the client's signed agreement. Documents generated in the system include a QR code, allowing for batch processing and archiving later. This results in significant time savings. Additionally, documents scanned in accordance with the QR code are automatically attached to the policy and become visible in the policy's 360 view under the Attachments tab.

As an agent, I have an extensive sales history, having issued hundreds of policies and archived them. However, I want to view reports online instead of waiting for external, incomplete summaries. The system provides real-time reporting and the ability to generate up-to-date summaries in formats such as XLSX and PDF. This capability is also available to agencies, depending on the permissions granted. If I have the appropriate permissions, I can generate comprehensive reports that pull data from the data warehouse. These reports include forecasts, premium dynamics, and growth trends, presented in the Sales Dashboards module. This way, the system provides us with aggregated insights into our strengths and highlights products or elements of our offer that should be emphasized to clients. To conclude, I would like to demonstrate the system from a managerial perspective. The agency owner can grant or revoke permissions for individual insurance agents without the need to submit requests to the carrier's headquarters and wait for their approval. The agency manager can also expand permissions at any time, such as enabling cash or card payments or visibility of policies offered by agents.

As you can see, this was a quick demo. The functionalities of Agent Portal are much more extensive. Thanks to its modular structure, new features can be easily implemented without affecting the core components of the system.

If you have any questions, please feel free to ask using the chat.

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