AI and automation streamline operations and cut costs.

The challenge

A £100m+ insurance broker was running its renewals operation on a largely manual workflow. The cycle took four to six weeks per renewal, eating broker capacity and exposing the business to late-renewal lapses that hit the retention number.

• Manual renewals workflow with limited cross-system data reuse.
• 4 to 6 weeks per renewal cycle, broker capacity stretched thin.
• Lapses on late renewals threatening the retention metric and the gross written premium book.
• Regulatory record-keeping handled manually with audit risk.

Our approach

We deployed AI-led renewals automation built on the AI Factory operating model. Ingestion agents pulled the policy, claims, and market data into a single source. Analysis agents produced the renewal recommendation. Brokers reviewed and signed off, with the AI handling document generation and regulatory recordkeeping behind them.

The work covered both the AI platform and the broker operating-model change around it. Senior partners ran the design review and the regulator-aware governance gate.

What we delivered

An AI-led renewals capability live across the broker's book.

• £3.2m annual saving from broker capacity freed up and operating cost reduction.
• Renewals cycle compressed from 4 to 6 weeks down to 10 days.
• +3.5 percentage point improvement in retention from earlier engagement with renewing clients.
• Approximately £18m of gross written premium protected annually from lapse reduction.
• Audit-grade record-keeping handled automatically.