Introduction
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.
50%
Reduction in Manual Document Processing
264
Hours of Monthly Processing Work Eliminated
Unparalleled
Support From the Adapt Team
The Challange
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.
The Solution
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.
The Results
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.
“Adapt plugged the hole that Ivans couldn’t fill. We had six people spending half their day just logging into carriers and managing documents—now that’s cut in half, and everything flows directly into Epic. Setup took less than an hour, and the support has been incredible. When we suggest a change, it’s often implemented the next day. Adapt has saved us time, reduced errors, and completely changed how we manage servicing.”
