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A-200 · For insurance brokers

A renewal nobody calls about is a client who shops alone.

Luxarca answers the calls your brokerage can’t reach — claims, changes, quotes — and books the renewal conversation before the client starts shopping. Licensed brokers keep the advice, the placement and the binding.

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ELEVATION A · THE CALL PATH RESPOND RETAIN ROUTE REIMAGINE CALL AGENT LOSS TAKEN DOWN CLIENT UPDATED LOGGED TO THEPOLICYIN YOUR BROKERMANAGEMENT SYSTEM INSURERDOCUMENTS CHASED DOCUMENTS FILEDIN YOUR BROKERMANAGEMENT SYSTEM NTS ELEVATION A · THE CALL PATH CALL AGENT LOSS TAKEN DOWN CLIENT UPDATED LOGGED TO THEPOLICYIN YOUR BROKERMANAGEMENT SYSTEM INSURER DOCUMENTSCHASED DOCUMENTS FILEDIN YOUR BROKERMANAGEMENT SYSTEM RESPOND RETAIN ROUTE REIMAGINE NTS
From the call to the back office. Hatched steps happen inside the software you already run; it stays where it is.

A-201 · Where it leaks

Six places a brokerage loses clients and hours.

None of these take new software to find. They show up in the call log, the renewal list and your management system. The Schematic measures each one before we build anything.

  1. 01 Front desk

    The claim call comes after the office closes.

    A pipe bursts on a Saturday night, or a car is hit on the way home. The client calls their broker first and gets voicemail. Whatever happens next, they remember who didn’t pick up.

    Calls missed, by hour and day

  2. 02 Front desk

    Renewals go out and nobody calls.

    The renewal lands with a higher premium and no conversation. The client gets a quote online, and the policy leaves at term without anyone at the brokerage knowing why.

    Policies renewed at term, by month

  3. 03 Front desk

    Producers spend the day on service.

    A certificate for a contractor, a vehicle added, an address changed, proof of insurance for the dealer. Each is small, each is a call, and together they take the hours meant for new business.

    Inbound calls that are service requests

  4. 04 Front desk

    Clients hold one line with you and the rest elsewhere.

    You have their home. Someone else has their auto and their business. Nobody asked, because nobody had the time to look at the book.

    Clients with one policy line

  5. 05 Back office

    Submissions stall on supplemental requests.

    The underwriter asks for one more document and the quote stops. The request sits in an inbox, nobody tracks it, and the client places the risk somewhere faster.

    Open submissions, and how long each has waited on information

  6. 06 Back office

    Documents arrive in every shape and get filed by hand.

    Policy documents, endorsements, loss runs, photos and insurer letters, by email and by portal. Someone opens each one, renames it and files it to the right client. When they’re away, it piles up.

    Documents filed by hand, and who files them

A-202 · How it moves

How a client moves through a brokerage.

We map the brokerage before we recommend anything. Every policy passes through the same four stages.

Stage 01Quote and place02Servicing03Claims04Renewal
Respond
Retain
Resell
Route
Reimagine
  1. 01

    Quote and place

    First call to a bound policy. Where speed wins the account.

    • Enquiry. Line of business, current insurer, renewal date
    • Submission. Complete before it goes to market
    • Supplementals. Requested, chased, filed
  2. 02

    Servicing

    Bind to renewal. Where the producers’ hours go.

    • Changes. Vehicles, addresses, named insureds
    • Certificates. Proof of insurance on request
    • Billing. Payment questions, lapses caught early
  3. 03

    Claims

    Loss reported to claim closed. Where clients decide whether the broker was worth it.

    • First notice. Taken down day or night
    • To the insurer. Reported with what the adjuster needs
    • Follow-up. The client kept informed
  4. 04

    Renewal

    The weeks before term. Where the book is kept or lost.

    • Review. Booked before the renewal lands
    • Remarket. Flagged to a broker when the premium moves
    • Round out. The lines the client holds elsewhere

A-203 · What we build

Four systems, installed in order.

You start with Respond. Each system runs on the one below it. Respond, Retain and Resell are priced from a rate card; Route is scoped after the Schematic. The back office has its own plate below.

05 Reimagine The back office, on its own plate below
RESPOND · INTAKE AGENT

Respond · Rate card

Respond — the calls you’re losing.

Answers every call, sorts it, and takes down the claim, the change or the quote request.

  • Every call answered, evenings and weekends included
  • Sorted: new quote, policy change, claim, billing
  • First notice of loss taken down and sent to the right broker
  • Quote enquiries captured: line of business, current insurer, renewal date
  • Anything about coverage passed to a licensed broker
Your client
A claim reported on a Saturday night is taken down in full, and they’re told what happens next and who will call.
You see
Every call logged with a summary, and each claim and change request in the right broker’s queue.
Underneath
Your number forwards to the agent when nobody picks up.
RETAIN · PIPELINE SOURCE HELD

Retain · Rate card

Retain — the leads you’re dropping.

Books the renewal conversation and follows up every quote.

  • Renewal review calls booked ahead of term
  • Quotes followed up until the client decides
  • Claim status check-ins, drafted for broker approval
  • Review requests after a policy is placed
Your client
Hears from the brokerage before the renewal lands, with a time to talk it through.
You see
Which renewals are coming up, which reviews are booked, and which quotes are still open.
Underneath
Follow-ups set off by renewal and quote dates in your management system.
RESELL · CYCLE

Resell · Rate card

Resell — the clients you already have.

Rounds out the accounts you already hold.

  • Clients with one line invited to review the rest: home, auto, business
  • Referral requests to long-standing clients
  • Past clients contacted ahead of their old renewal date
  • Life events followed up: a new car, a new home, a new business
Your client
An invitation to review their auto when you only hold their home.
You see
Clients contacted, who booked a review, and with which broker.
Underneath
Your client list, sorted by the lines each one holds and when each renews.
ROUTE · DECISION LEAD PROFILE SCORE FIT INTAKE NURTURE ARCHIVE ONE PATH TAKEN

Route · Scoped after the Schematic

Route — who goes where, decided by your rules.

Carries the call into your management system and the paperwork to the right file.

  • Change requests prepared for a broker to submit to the insurer
  • Certificates drafted from the policy on file, for staff to check and send
  • Insurer documents named and filed to the right client and policy
  • Supplemental requests chased until the submission is complete
  • Connected to your broker management system
Your client
Asks for a certificate or a vehicle change once, and isn’t asked for the same details again.
You see
Change requests and certificates waiting for approval, and each open submission with what’s missing.
Underneath
Calls, documents and requests written into your broker management system.

A-204 · Back office · Reimagine

Submissions, renewal comparisons and policy wordings, without the retyping.

The first four systems work at your front door and along the path a policy takes. Reimagine is the workspace behind them: brokers, CSRs and producers working alongside AI agents on the work nobody has written down. These are the systems we build there. None starts until the Schematic says it should.

REIMAGINE · STRUCTURE
Loose tools and one person holding them together, then the same work in one structure.
  1. 01

    Documents to file

    Policy documents, endorsements, loss runs and insurer letters read, named and filed to the right client and policy, with the key dates pulled out.

  2. 02

    Supplemental tracking

    Every underwriter request logged item by item, chased on a schedule, and filed when it arrives. The broker sees what each submission is still waiting on.

  3. 03

    Submission builder

    The application assembled from what the client has already given, with loss runs attached. A broker checks it before it goes to market.

  4. 04

    Renewal comparison

    Each renewal set against last term: premium, limits, deductibles, wording changes. Differences flagged for a broker to review with the client.

  5. 05

    Wording search

    Policy wordings, endorsements and insurer guidelines, found with the source attached. The broker reads it before advising.

  6. 06

    The brokerage’s playbook

    How this brokerage handles each line, each insurer and each kind of claim, written down from the people who know it and kept current.

A-205 · Human in the loop

A person steps in when it’s needed, not by default.

Luxarca isn’t a broker, and we don’t build an AI broker. The calls, the chasing and the filing run start to finish without a broker touching them. A licensed broker is brought in when the client needs one: coverage advice, placement, binding. Not by default.

AI handles

The work that repeats.

  • Answering. Every call, claims after hours included respond
  • Sorting. New quote, change, claim, billing respond
  • Taking the loss. What happened, when, where, photos respond
  • Booking. Renewal reviews on the broker’s calendar retain
  • Chasing. Supplementals, signatures, missing documents route
  • Filing. Insurer documents named and filed to the client route
  • Finding. Wordings, endorsements, insurer rules, with sources reimagine

Brought to your people

The work that needs a licensed broker.

  • Coverage advice. What a client needs, and what a wording means
  • Placing and binding. Which insurer, what terms, when it’s bound
  • Claims decisions. The insurer’s call. The broker advocates
  • Premium and remarketing. Whether to move the account
  • The hard conversation. A denied claim, a cancellation, a large loss
  • Anything signed or sent. Applications, binders, cancellations, under a licensed name

The agent takes down the claim or the change. It never says what’s covered, and it never binds anything.

Coverage advice and binding stay with a licensed broker. Claims decisions stay with the insurer.

A-206 · Works with what you run

Built into the software you already run.

Nobody at the brokerage moves to new software. The systems work inside the management system and tools your staff already use.

Schedule A · Integrations

Software you already run

  • 01

    Broker management systems

    07
    • Applied Epic
    • Power Broker
    • Keal
    • AMS360
    • EZLynx
    • HawkSoft
    • QQCatalyst
  • 02

    Rating and quoting

    06
    • Applied Rating Services
    • Compu-Quote
    • EZLynx Rating Engine
    • PL Rating
    • TurboRater
    • Bold Penguin
  • 03

    Insurer connections

    06
    • CSIOnet
    • IVANS
    • ACORD forms
    • Applied CSR24
    • Your insurers’ broker portals
    • DocuSign
  • 04

    Communications

    06
    • Outlook
    • Microsoft Teams
    • Google Workspace
    • RingCentral
    • Dialpad
    • Zoom
  • 05

    Documents, CRM and accounting

    06
    • AgencyZoom
    • HubSpot
    • Salesforce
    • SharePoint
    • Google Drive
    • QuickBooks
  • 06

    Anything else

    If it has an API, an export or an inbox, we connect to it.

A-207 · Questions

What brokers ask first.

Does this replace our CSRs?

No. It answers the calls they can’t get to — after hours, on weekends, while they’re on another line — and takes the routine requests off their desks. Your CSRs and producers spend the day on the clients who need a person.

Will clients know they’re speaking to an AI?

Yes. The agent says so at the start of every call. A caller who would rather speak to a person is passed to your team, or booked for a callback when the office is closed.

Does the agent give coverage advice?

No. It explains how the brokerage works and what happens next, takes down the details, and books time with a broker. Any question about what a policy covers, or whether a loss is covered, goes to a licensed broker.

Can it make a policy change or bind coverage?

No. It takes the request and prepares it for a licensed broker, who makes the change with the insurer. Until then the agent tells the client plainly that the change is not yet in effect.

What happens when a client calls with a claim at night?

The agent takes down what happened, when and where, and gives the insurer’s claims line from the list you provide. If it matches your emergency rules, it passes the call to whoever is on call. The claim is in the right broker’s queue first thing in the morning.

How long until it’s live?

Respond, Retain and Resell: [timeline to confirm]. Route and Reimagine: [timeline to confirm], set in the scope.

Do we have to change our broker management system?

No. We connect to the one you run.

What happens to our phone number?

Nothing. It’s your number. Calls forward to us when nobody picks up, and you can switch the forwarding off yourself.

Where is client information held, and who can see it?

Everything the systems handle is recorded: the calls, their transcripts, the details callers give, and every message sent in your name. It is held in the systems we run for you, not on your office computer. Your team and ours can see it. We don’t sell it or use it for anything else.

Any of it is exported to you when you ask: recordings, transcripts, your client list, and the rules the system follows. If you leave, you get all of it, you switch the forwarding off yourself, and we support the handover for 30 days. That is a term in the contract, not a promise on a call.

Reimagine is held separately, in a workspace set up for your business.

Where each kind of record is held, and for how long, is written into the agreement before anything goes live. You can check it against your regulator’s requirements and your privacy obligations before you sign.

What does it cost?

Respond, Retain and Resell are priced from a rate card. Route and Reimagine are scoped after the Schematic. You have a number before you commit to anything.

What is the Schematic?

Before we build anything, we measure what the brokerage is losing: calls missed by hour and day, policies that didn’t renew, the service calls your producers take, and clients who hold one line with you. You get the numbers, and what Respond would recover.

A-208 · The Schematic

Find out what the brokerage is losing.

Before we build anything, we measure four things. You get the numbers, and what Respond would recover.

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  1. 01Calls missed, by hour and day
  2. 02Policies renewed at term, by month
  3. 03Inbound calls that are service requests
  4. 04Clients with one policy line