Introduction
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.
20+
Servicing Hours Saved Weekly
30%
Of The Cost Of A VA
Eliminated
All E&O Risk
The Challange
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.
The Solution
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.
The Results
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.
“Adapt is a no-brainer. Just logging into 15+ portals could eat three hours every morning, and no one wants to burn out a human being doing that. With Adapt, all of that work is automated, my team is happier, and we can finally focus on meaningful client service. It hasn’t replaced people—it’s leveled them up. My VAs now manage processes, run comparisons, and add real value instead of dragging documents out of carrier sites.”
