Route the broker inbox: submissions, binds, changes, claims

Fields

• Email subject
• Email body
• Attachment file names

Questions

1. What is the broker mainly asking us to do in this email? Choice

   Choose the request that needs the fastest action. A request to bind or hold covered always comes first, even under a subject line about something else. Other requests in the same email are recorded by the flags.

   • New business submission Asks for terms on a risk we do not insure today.
   • Renewal Sends renewal information or asks for renewal terms on a policy we already write.
   • Bind order or hold covered Instructs us to bind a quote, go on cover, or hold the client covered while details are finalised.
   • Mid-term change Asks to add, remove or change cover, a location, a sum insured or an insured on a live policy.
   • Cancellation Asks to cancel a policy, now or from a future date.
   • Evidence of cover Asks for a certificate, a cover note or a letter confirming cover, for example for a lender or landlord.
   • Subjectivities or survey answers Sends information we asked for as a condition of a quote or of cover, such as a certificate, a survey response or a signed statement.
   • Claim or circumstance Reports a loss, a claim against the client, or a circumstance that may lead to a claim.
   • Policy documents Asks for the policy wording, schedule or other documents to be issued.
   • Premium or accounts query Asks about a premium, an invoice, a return premium, commission or a payment.
   • Chaser only Only follows up something sent before, and asks for nothing new.
   • Not a broker request Marketing, newsletters, automatic replies, or an email meant for another company.

2. Does the broker ask us to bind, go on cover or hold the client covered, anywhere in the email? Yes / No

   Count a firm order, "please bind", "please confirm cover from today", or a request to hold covered, even as a side point. Asking for a quote, or saying the client may accept later, does not count. Yes: The email asks us to bind, go on cover or hold covered. No: The email makes no such request.

3. Does the broker say cover or proof of cover is needed today, or that the client is uninsured until we act? Yes / No

   Rely on words such as "today", "by 3pm", "this morning" or "before they can open". Do not compare dates with today; code reads any date. Yes: The broker says cover or proof of cover is needed today or within hours, or that the client has no cover until we act. No: No such urgency is stated.

4. Does the broker chase something they asked for or sent before? Yes / No

   Yes: The broker follows up at least one request, document or answer they sent before. No: Everything in the email is asked for the first time.

5. Does the email supply information we asked for as a condition of a quote or of cover? Yes / No

   Count an attachment when its file name or the email says what it is. Yes: The email sends at least one item we asked for as a condition, such as a certificate, a survey response, a risk improvement confirmation or a signed statement of fact. No: The email supplies nothing of this kind.

6. Does the email report a claim, a loss or a circumstance that may lead to a claim? Yes / No

   Count a report anywhere in the email, even as a side point. A question about claims history on a new submission does not count. Yes: The email reports a new loss, a claim made against the client, or an incident that may lead to one. No: No such report appears.

7. Does the broker or the client express dissatisfaction with our service, terms or decisions? Yes / No

   Count dissatisfaction anywhere in the email, whether or not the word "complaint" is used, and whether the broker speaks for themselves or passes on what the client said. A neutral follow-up is not dissatisfaction. Yes: The broker or the client is unhappy with something we did, failed to do, offered or decided. No: The email expresses no dissatisfaction with us.

8. How soon must someone act on this broker email? Scale

   Rate the most urgent request in the email. Do not compare dates with today; use words such as "today", "by 3pm" or "next week".

   • Routine Normal queue order is fine: no cover or deadline turns on it this week.
   • Today Should be done today: a close deadline for terms, a chaser on something overdue, or a claim to pass on.
   • Immediate Needs an underwriter within the hour: a bind or hold-covered request, or a client without cover or proof of cover today.

9. Is information missing that the desk needs before it can act? Yes / No

   Consider the main request: which client, risk or policy it is about, what cover is wanted, and from when. Do not check whether a reference is valid or read any date; code does that. Yes: The desk could not act without asking the broker for more. No: The email gives enough for the desk to start.

10. Does the broker ask for a phone call or to speak to a person? Yes / No

    Yes: The broker asks to be phoned, to be called back, or to speak to someone. No: The broker asks for no call and no conversation.

Lens columns

request_type, request_type_probability, bind_or_hold_covered, bind_or_hold_covered_probability, cover_needed_urgently, cover_needed_urgently_probability, is_chaser, is_chaser_probability, subjectivities_answered, subjectivities_answered_probability, claim_mentioned, claim_mentioned_probability, complaint_expressed, complaint_expressed_probability, urgency, urgency_average, missing_details, missing_details_probability, callback_requested, callback_requested_probability