Our Solution, Their Success

Patriotic Insurance Group was facing the same challenges as many agencies; limited resources, heavy reliance on downloads, and inconsistent access to policy documents. Staff were either skipping portal checks altogether or wasting hours manually retrieving renewals, endorsements, and cancellation notices. After connecting with Adapt more than five years ago, Rob Bowen, President of Patriotic, implemented the platform to automate carrier logins, streamline workflows, and transform how his team services accounts.

Before Adapt, Rob’s agency relied almost entirely on Ivans downloads—often assuming the system contained everything they needed. In reality, critical documents like underwriting memos and payment confirmations lived only on carrier portals, which the team didn’t have the time or bandwidth to monitor daily.

When Rob acquired another agency 18 months ago, he discovered staff there were still spending 1.5 hours every day checking five different portals just to track cancellations and endorsements. Across 15+ portals, this manual work could have consumed three or more hours per morning, every morning. The inefficiency was unsustainable, and worse, it left the agency exposed to missed renewals, delayed client communications, and E&O risk.

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Time Savings

• Adapt eliminated hours of manual portal checks. Staff no longer waste time logging in to 15+ carriers daily—saving dozens of hours per week.
• Cancellations and payments are automatically tracked, so employees focus on servicing rather than clerical work.

Error & Risk Reduction

• With PDFs flowing directly into HawkSoft, every policy has a coverage record accessible to staff and clients.
• Missed cancellations and payment confirmations—once a constant risk—are now proactively flagged.

Workforce Optimization

• Virtual assistants transitioned from repetitive data pulls to higher-value work like endorsements, policy comparisons, and renewal audits.
• Team members now own processes, managing exceptions and troubleshooting issues directly with Adapt support.

Cost Efficiency

• At ~$200–$300 per month, Adapt costs less than 1/3 of one VA. The ROI is immediate, preventing burnout and creating sustainable scalability.

Client Satisfaction

• Faster responses and proactive communication reduced confusion around billing, cancellations, and renewals.• Clearer, automated processes improved client trust and retention.

Rob turned to Adapt to eliminate the manual document retrieval grind. Adapt automated carrier logins, downloaded documents, and fed them directly into HawkSoft. Rob’s team also integrated Adapt with AgencyZoom to fully automate cancellation/non-pay workflows.

Key improvements included:

• Automated Data Capture – NOC alerts, endorsements, and PDFs automatically flow into HawkSoft.

• Real-Time Notifications – Adapt surfaces when payments are made, not just when cancellations are pending.

• Multi-Factor Authentication Handling – Carriers’ varied MFA processes are now seamlessly managed without IT bottlenecks.

• Process Ownership – Virtual assistants and CSRs now manage portal access, MFA, and exception handling, freeing Bowen from day-to-day involvement.

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JMG, a multi-line agency offering personal, commercial, and benefits coverage, operates across the East Coast with clients spanning from Maine to Florida—and even west to Arizona and Colorado. As the agency scaled, managing carrier documents and servicing workflows became increasingly complex.

The operations team, led by COO, Ed Alberico, recognized the need to modernize processes that had become redundant, error-prone, and resource-heavy. After exploring several AI vendors, the team implemented Adapt to automate carrier logins, centralize document retrieval, and reduce manual touchpoints—allowing staff to focus on clients instead of carrier portals.

Before Adapt, the agency’s day-to-day operations were dominated by manual carrier workflows. Six staff members—spanning both personal and commercial lines—each spent four hours daily logging into multiple carrier portals to retrieve policy documents, endorsements, cancellations, and reinstatements.

This process was part of a workflow dubbed 'Carrier Dashboards,' in which a dedicated data team gathered all relevant documents and attached them to client files. Each document then required six or seven additional manual steps—adding notes, renaming attachments, updating descriptions, and sending follow-up communications.

Beyond the inefficiency, this manual chain introduced the constant risk of human error, especially when multiple people handled the same account. Missed steps or misplaced attachments could delay renewals, confuse clients, or create E&O exposure.

Time Savings

• Six employees previously spent four hours daily on manual carrier work—a total of 24 staff hours per day.
• Adapt reduced that time by half, cutting carrier logins from ~24 to ~12 total hours daily and automating the rest.
• Staff now focus on proactive client engagement instead of portal maintenance.

Operational Efficiency

• Reinstatement and cancellation communications are now instant and automated.
• Adapt bridges the gap between Ivans and carrier-specific data, giving the agency a complete picture of each account.

Employee Empowerment

• Account managers receive documents faster—often hours ahead of Ivans downloads—allowing quicker renewals and marketing turnaround.
• Communication delays have decreased, giving staff more time for strategic servicing.

Client Experience

• Clients now receive timely, proactive updates and documentation, improving trust and retention.
• Renewals are smoother and more personalized, thanks to freed-up bandwidth for relationship building.

Support & Partnership

• Adapt’s customer support delivered immediate changes and tailored reporting within days.  
• Weekly check-ins ensure the partnership continues to evolve based on agency feedback.

After testing multiple automation vendors, the agency found that Adapt delivered the reliability and speed others promised but couldn’t achieve. Setup took under an hour, and Adapt immediately began automating data retrieval from carrier portals and feeding documents directly into the agency’s Applied Epic system.

Key improvements included:

• Automated Carrier Logins & Document Retrieval – No more daily portal work. Adapt fetches all e-docs, e-notes, and PDFs directly from carriers.

• Error-Free Non-Pay Cancellations & Reinstatements – Reinstatement documents are automatically captured and ready for client delivery within minutes.

• Simplified Data Workflows – The agency uses Adapt to fill gaps that Ivans downloads can’t—especially for carriers without full e-doc or e-note support.

• Enhanced Process Transparency – Adapt’s daily reports and activity logs give staff full visibility into document movement.

Implementation was seamless, and Adapt’s support team worked hand-in-hand with Ed’s operations staff to customize daily reports and even create a new E-Doc Support Report—which later became a feature for other Adapt customers.

Fallgatter Rhodes Insurance Services, a 30-employee agency out of CA, was looking for ways to improve efficiency, especially related to monotonous admin work. Managing carrier notifications, tracking cancellations, and ensuring seamless servicing operations were time-consuming and prone to errors (at the top of the list of things to automate). After discovering Adapt at a NetVU conference, the agency implemented the software to streamline its processes and ultimately reduce the busy work associated with servicing.

Handling policy updates and cancellations required extensive manual effort. Employees and virtual assistants (VAs) spent 6 to 8 hours daily logging into multiple carrier portals to retrieve memos, check cancellations, and update records. Missing a renewal notice could leave clients uninsured, especially in California’s volatile market. The lack of a centralized system led to inconsistent tracking, errors, and potential E&O risks. Skilled employees were bogged down with data entry tasks instead of focusing on policy management and customer service.

The implementation of Adapt led to substantial improvements in efficiency, accuracy, and overall agency performance:

Time Savings:

• Virtual assistants’ workload dropped from 6-8 hours per day to just 1 hour, allowing them to focus on higher-value tasks.
• Employees no longer had to manually retrieve memos or log into multiple carrier portals, saving dozens of hours per week.

Reduced Errors & Cancellations:

• Previously missed cancellations and unexpected non-renewals—such as a $150,000 Mercury Auto account—were completely eliminated.
• The agency prevented coverage lapses, minimizing E&O risks and improving customer retention.

Workforce Optimization:

• Adapt shifted administrative work to automation, allowing account managers to focus on policy servicing, client engagement, and risk assessment.
• VAs were trained for more complex tasks, such as handling endorsements, processing policies, and assisting in risk placement.

Cost Efficiency:

• The agency saved thousands of dollars in operational costs by reallocating work and reducing dependency on manual labor.
• Adapt is 20% of the cost of the prior process without even considering the productivity gains.

Increased Client Satisfaction:

• Faster notifications and proactive bill payment reminders reduced customer frustration and improved overall service quality.
• The team is now exploring AI-driven customer texting capabilities to further enhance communication.

Adapt automated carrier logins and data retrieval, eliminating the need for manual updates. The software seamlessly attached documents to AMS 360, created suspense activities, and improved task tracking. Real-time alerts ensured that cancellations were proactively addressed, preventing lapses in coverage. The automation significantly reduced human intervention, allowing VAs to shift from manual data entry to more strategic tasks.

Paradox Insurance isn’t your typical agency. Instead of trying to be everything to everyone, they’ve built a boutique, tech-forward approach that specializes in hard-to-place commercial insurance—think security firms, custom manufacturing, and high-risk industries.

Dean Giem, the agency’s founder, believes that technology should do the heavy lifting so his team can focus on solving complex insurance challenges for their clients.

From the start, automation was a core part of their strategy. The agency used tools like AgencyZoom, AMS 360, and Zapier to streamline operations, but there was still one major bottleneck: tracking policy cancellations and non-payment notices manually.

Staff spent hours every week combing through carrier portals, pulling data, and following up on potential lapses—something that could cost clients their coverage and force expensive rewrites. To solve this, they brought in Adapt, a tool designed to automate carrier notifications, eliminate human error, and keep policies on track.

Managing policy updates, cancellations, and claims manually was frustrating, inefficient, and prone to errors. Some of the biggest issues included:

• Too Much Time Spent on Admin Work: Staff spent 8-16 hours per week checking portals for canceled non-pay notices, instead of focusing on client service and renewals.
• High Risk of Policy Lapses: Many of their accounts were in the E&S market, where a single missed payment could mean weeks of searching for a replacement policy—often at higher premiums.
• Inefficient Talent Utilization: Employees were handling repetitive, manual work, instead of using their expertise to build client relationships and strategize complex insurance placements.
• Lack of Full Tech Integration: While the agency had a strong tech stack, they needed Adapt to seamlessly communicate with AgencyZoom and AMS 360 to truly automate workflows.

The agency needed a smarter way to track carrier notices, streamline renewals, and free up their team to focus on high-impact work.

Dramatic Time Savings: Staff reduced their time spent checking carrier notices from 16 hours per week to just a few minutes. This freed up entire workdays for more strategic, high-value tasks.

Stronger Client Protection: Before Adapt, the agency had to manually track non-payment cancellations—a process that sometimes missed critical deadlines. Now, no client falls through the cracks, reducing policy lapses and expensive rewrites.

Error Reduction & Risk Mitigation: By automating non-payment tracking and claims follow-ups, Adapt eliminated human oversight errors, reducing the risk of E&O liabilities and ensuring that renewals were caught in time.

Higher Efficiency & Better Talent Utilization: Instead of hiring more admin staff, the agency reallocated resources to higher-level strategic roles, investing in sales, underwriting expertise, and deeper client relationships.

Competitive Edge in the Industry: The agency’s automation-first approach has not only impressed carriers but also attracted top-tier talent who want to work with a tech-savvy, forward-thinking firm.

Scalable Growth Model: With Adapt in place, Paradox Insurance is expanding into new markets without worrying about increasing administrative burden. The agency can take on more clients without sacrificing efficiency or service quality.

Future Innovations & Expansion: Looking ahead, Paradox Insurance is exploring AI-powered OCR tools to further automate E&S market data processing, ensuring that policy details from wholesale MGAs and specialty carriers flow seamlessly into their AMS. By leveraging Adapt’s automation capabilities, Paradox Insurance has transformed its operations, proving that technology and human expertise work best when combined.

Integrating Adapt into the agency’s existing tech stack transformed how they handled carrier communications and policy management. Key benefits included:

• Automatic Carrier Updates: No more logging into multiple portals—Adapt pulled cancellations, reinstatements, and policy changes in real-time.
• Error Prevention & Compliance: Automated tracking of non-payment notices and claims follow-ups meant nothing slipped through the cracks.
• Seamless Integration with AgencyZoom: Adapt’s ability to work alongside Zapier and automation tools streamlined how the agency communicated with clients, reducing manual outreach and missed deadlines.
• Better Use of Staff Time: Instead of chasing down carrier notices, employees focused on business growth, risk analysis, and client engagement.

Adapt didn’t just save time—it allowed the agency to work smarter, prevent costly errors, and maintain strong relationships with both clients and carriers.