Case Study: Insurance Exchange of America
FINANCIAL SERVICES : INSURANCE
Insurance Exchange of America (IEA) builds an AI-powered “Agentic Workforce” with raia.
Snapshot
Lead & quote responses
Manual, ad-hoc
AI Sales Agent handles 24/7 SMS & email, 10 k+ monthly dialogs
Renewal outreach
Carried out by staff in batches
AI Renewal Agent sends personalised reminders the moment a policy hits the 90-, 60- or 30-day window
Policy-compliance audits
40 hrs per carrier pack
AI Compliance Analyst completes same audit in <4 hrs (-90 %)
Operational capacity
Team of 10 could not keep pace with growth
AI Agents now do the work of 10 FTEs & scale elastically
“raia has enabled us to do things at scale we could never do before, and my team absolutely loves seeing AI execute work that was tedious—or impossible—by hand.” Brian Reilly, CEO, Insurance Exchange of America
1. Company & Challenge
Insurance Exchange of America (IEA) services 100,000+ policyholders and brokers products from Geico, Progressive and 150+ regional providers. With lead volume rising and every carrier imposing unique compliance rules, IEA’s staff confronted three bottlenecks:
Lead Response Lag – Prospects shopping for quotes after hours rarely received answers until the next business day.
Renewal Churn – Reminders were sent in monthly batches, leaving gaps where policies lapsed.
Manual Compliance Audits – Each carrier’s policy wording had to be compared line-by-line against IEA’s issued certificates.
The team needed a solution that would talk to customers on every channel, master each carrier’s rules, and free humans for high-value advisory work—without a year-long IT project.
2. Why raia
IEA chose raia Launch Pad for its no-code wizard that spins up production-ready AI Agents (chat, SMS, email, voice) in minutes and raia Copilot for the built-in human-feedback loop and live take-over capability .
Key platform advantages:
Multi-channel skills out of the box – chat widget, SMS, email and webhooks are a toggle-on skill, not a custom build.
Industry-grade compliance & audit trail (SOC 2, conversation logging).
Rapid training with Packs & Vector Store – carrier manuals and policy templates drag-and-drop into the knowledge base; no data-science team required.
3. Solution Design
Sales & Quote Agent
Engages new leads within 30 seconds via SMS & email, asks three qualifying questions, fetches real-time rates from carrier APIs, delivers side-by-side quote.
Skills: SMS, Email, API; Pack: Carrier-Quote Rules
Renewal Concierge Agent
Monitors policy-expiry field in CRM, sends personalised reminder cadence (90/60/30 days), answers coverage questions, routes “speak to human” to licensed rep.
Skills: Email, Chat, Calendar webhook; Pack: Policy Terms & FAQs
Compliance Analyst Agent
Reads carrier agreements, cross-checks issued policy endorsements, flags discrepancies, generates audit report for regulator.
Skills: File Sync, Doc-parser; Pack: Carrier Compliance Library
All three agents were created in under three weeks:
Define role & instructions in Launch Pad wizard.
Upload carriers’ underwriting guides & policy templates as Markdown/ PDFs; vectorised automatically.
Connect CRM and rating engine via webhook; test in Copilot, iterate with thumbs-up/down feedback.
Each Agent included fine-tuned Instructions and Training to ensure it can answer questions about each insurance provider.
4. Measurable Impact
Conversations handled by AI
≈ 10,000 / month (SMS 67 %, Email 28 %, Chat 5 %)
Lead-to-quote response time
Cut from 12 hrs avg. → <2 min
Renewal completion rate
+18 pp uplift versus prior year
Carrier audit cycle time
-90 % (40 hrs → 4 hrs)
Human workload
AI covers routine tasks equal to 10 full-time employees, enabling staff redeployment to consultative sales
5. Lessons for Prospective Clients
Start with one high-volume workflow. IEA launched a single Sales Agent first; success built internal momentum for Renewal and Compliance agents.
Leverage Packs for repeatability. Once a “Carrier Rules” Pack was created, it could be reused across multiple agents—accelerating rollout.
Human-in-the-Loop drives trust. Supervisors used Copilot to watch early conversations and fine-tune tone, speeding acceptance by licensed reps.
Focus on business metrics, not model specs. Tracking response time, audit hours, and renewal rates kept the project aligned with revenue and cost outcomes.
6. What’s Next
IEA plans to extend its agentic workforce to:
Cross-sell & upsell ancillary products based on policy data.
Real-time claims triage that educates customers on first-steps and routes complex cases to adjusters.
Multi-agent orchestration so Sales, Support and Compliance agents can collaborate on the same customer thread.
7. Key Takeaway
IEA’s experience shows that raia turns AI from a buzzword into a practical workforce multiplier: rapid to deploy, easy to govern, and demonstrably ROI-positive within a single quarter.
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