Case Study
Insurance
Agentic Automation Transforms Certificate Issuance, Replacing Outsourced BPO to Cut Costs, Increase Control, and Improve Client Experience
A leading insurance brokerage managing thousands of certificate of insurance requests monthly faced growing challenges with its outsourced, manual-heavy process. Certificates are essential for proving coverage before projects begin or contracts are executed, yet the traditional approach created delays, errors, and high costs. Seeking a solution, the firm partnered with Lydonia to implement a fully agentic automation strategy that replaced its outsourced Business Process Outsourcing (BPO) model and brought certificate issuance fully in-house.
Challenges
- High Volume & Complexity: Thousands of requests monthly with varying requirements.
- Time Sensitivity: Delays directly impacted project timelines and contract execution.
- Accuracy Demands: Errors risked client dissatisfaction and liability issues.
- Fragmented Systems: Required data from multiple internal and external systems.
- Client Communication: Coordination across clients, carriers, and internal teams.
- Scalability Limitations: Outsourced processes were costly and inflexible.
The company faced a strategic choice: continue spending $9M annually on BPO services with limited control or modernize using agentic automation to cut costs and enhance service.
Approach
Lydonia designed and deployed an agentic automation solution in just three months, leveraging AI-powered digital agents to fully internalize certificate issuance. Key elements included:
- AI Agents & Workflow Orchestration: Automated request intake, data gathering, validation, certificate generation, and distribution.
- Intelligent Decision-Making: Exception handling and routing for cases requiring human review.
- Multi-System Integration: Seamless connections to policy databases, Agency Management Systems, and document generation platforms.
- Process Training: Agents trained on existing SOPs to replicate and optimize BPO tasks faster and more accurately.
- Continuous Operations: 24/7 processing across email, client portal, and system-triggered requests, ensuring consistent, high-quality output.
Results
- ~$9.1M Annual Savings (~80% Cost Reduction) Achieved ROI in just 3 months with predictable ongoing costs
- 97% Faster Certificate Issuance: Rapid turnaround with consistent, high-quality output
- Improved Client Experience: Faster, more accurate certificate delivery with streamlined communication
- Full Process Control & Visibility: Eliminated reliance on outsourced BPO with greater oversight
- Scalable, Cost Predictable Operations: Handles high volumes without added overhead or variability
- Foundation for Expansion: Established a scalable framework to extend automation across related workflows
