Driving Value: Powering COI Automation through a Digital Core

How Insurance Support World streamlined a transportation-focused insurance agency’s certificate issuance with digital workflows and precision automation.

Automated COI issuance, reaching an 80%+ pass-through rate

Reduced turnaround time by 68%, significantly cutting operational delays

Improved process efficiency by 77%, enhancing customer satisfaction and scalability

Client

A U.S.-based insurance firm delivering commercial insurance products tailored for the logistics and transportation sector.

Scope of Work

Certificates of Insurance (COIs) needed to be generated minutes before dispatch—sourced from multiple systems, formats, and input channels. Target TAT: under 20 minutes.

Geography

North America

Industry

Transportation & Logistics

Client’s Challenges

The agency struggled with delays and errors due to manual COI issuance. Extended turnaround times inflated costs, slowed down operations, and negatively affected policyholder experience. Their existing setup lacked standardization, creating operational blind spots and customer dissatisfaction.

ISWs Solution

We approached the engagement with a staged transformation roadmap:

Phase 1 – Operational Groundwork:

We began by stabilizing and enhancing the manual process without disrupting day-to-day COI issuance. This phase helped us uncover real process gaps, replicate tasks with higher accuracy, and prepare a strong baseline for digitization.

Phase 2 – Tech-Enabled Automation:

Once the operational kinks were resolved, we introduced automation through:

Input normalization across formats and systems
A centralized data repository
A self-service module allowing policyholders to directly generate COIs on demand

Impact Delivered

Achieved 80%+ COI automation (pass-through rate)
Reduced turnaround time by 68%, cutting response delays
Boosted process efficiency by 77%, minimizing manual touchpoints
Improved CSAT by making document access quicker and error-free