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Insurance Operations

Faster quotes. Faster claims. Happier customers

Built on Salesforce. Streamlined workflows, fewer bottlenecks, AI where it helps.

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Ortoo's Salesforce productivity apps enable Sales & Service teams to dramatically transform productivity and performance

Trusted by teams running high-volume insurance operations

tokio marine insurance logo
liberty group logo
assurean logo
ted todd insurance logo
westland insurance logo
liberty mutual insurance logo
1 x

QUOTE TURNAROUND TIME

$ 1 K

COST SAVING

1 + Hours

SAVED PER MONTH

READ THE CASE STUDY

Bring control and SLA certainty to inbound workflows in Salesforce

Insurance operations run on constant intake – claims, submissions, policy changes, broker requests, and customer correspondence, often arriving as unstructured emails and attachments. When teams must interpret, validate, and route work manually, cycle times stretch and backlogs build during volume spikes.

Ortoo converts messy multi-channel intake into clean, structured work in Salesforce, then keeps each item moving with intelligent triage, routing, lifecycle supervision, and optional AI where it adds value. The result is faster decisions, more predictable throughput, and stronger operational control across claims and underwriting.

Sub sectors we support:

Handle high volumes of claims, enrollment changes, and member requests without losing control. Ortoo transforms unstructured intake into validated Salesforce work, routing each item by urgency and capacity to protect SLAs during demand spikes.
Life workflows are document-heavy and exception-driven. Ortoo centralizes intake in Salesforce and automates triage and routing, helping teams progress high-touch servicing and onboarding work faster while maintaining consistency, visibility, and audit readiness.

From FNOL to broker-driven quote requests, P&C demands rapid triage and precise assignment. Ortoo normalizes inbound work and routes it by skill, region and workload, accelerating decisions while keeping operations aligned to SLAs.

health insurance cover

Insurance in Action: Reliance Matrix

Reliance Matrix is a leading provider of life insurance and absence management solutions, serving employer groups across the United States. As part of the Tokio Marine Group, they needed a Salesforce solution that could handle complex, email-heavy pre-sales processes for group benefits at scale.

The Challenge

Reliance Matrix needed Salesforce to operate as a true system of record for a complex, email-heavy group benefits pre-sales process, without losing context across custom objects and non-standard quoting steps.

  • Salesforce functioned more like a data repository than a live workflow hub
  • Critical customer and broker communications lived in individual inboxes
  • Standard Salesforce email tools couldn’t support their bespoke process and objects

Result: visibility and control broke down at the exact point speed mattered most.

The Impact

With Ortoo’s Email-to-Anything, Reliance Matrix captured and structured email-driven work directly in Salesforce, connecting every interaction to the right records and enabling a more consistent, repeatable quoting flow.

  • Improved turnaround time for quotes from 10 days to 24 hours
  • Established Salesforce as the single trusted system of record for pre-sales activity
  • Increased transparency and tracking that supported record sales performance

Result: faster quotes, stronger governance, and a more scalable operation.

1 Hour

QUOTE TURNAROUND

Down from 10 days

$ 1 K

COST SAVING

$360K Processing
+ $300K Labour

1 + Hours

SAVED PER MONTH

4.5 FT Employees Redeployed

While this case study focuses on life insurance pre-sales, it reflects the same operational pattern seen across claims and underwriting: high volumes of unstructured intake, bespoke workflows, and measurable gains when those flows are brought under control in Salesforce.

Where insurance operations break down

No more bottlenecks

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Unstructured, multi-channel intake

Critical work enters through email, portals and broker channels, often with varying formats, languages and incomplete information. Manual interpretation slows down first-touch times and introduces avoidable delays
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2

Manual triage, validation and verification

Agents, adjusters and underwriters spend excessive time reviewing attachments, validating formats, checking completeness and verifying information against internal or external systems. This reduces overall capacity and increases operational cost.

2

3

Blind queues and misrouting

Without intelligent intake and routing, records pile up in shared queues. Work is often assigned without factoring in skills, region, workload or SLA sensitivity which leads to delays and inconsistent outcomes
3

4

Workload imbalance and SLA pressure

Fluctuating volume makes it difficult to distribute work evenly across teams. Manual load balancing results in SLA breaches, customer dissatisfaction and unpredictable operational performance.
4

5

Siloed communications and incomplete audit trails

Key context from email threads, attachments or broker communications is often disconnected from core records, making it harder to maintain regulatory visibility, consistency and compliance.
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6

Limited scalability during volume spikes

High-volume insurers experience significant swings, often from 20k to 100k plus monthly submissions, making manual triage and routing methods unsustainable during peak periods.
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Ortoo's Salesforce productivity apps enable Sales & Service teams to dramatically transform productivity and performance

Solutions for Insurers

Ortoo provides a unified automation layer for insurance workflows inside Salesforce

Unified intake across channels

Convert emails, broker submissions, portal forms, document attachments and multi-language content into structured Salesforce records with consistent fields and formats

Extract, Validate & Verify Data

Convert emails, broker submissions, portal forms, document attachments and multi-language content into structured Salesforce records with consistent fields and formats

Automated triage and classification

Apply rules or optional AI models to classify claims and submissions based on type, priority, risk level or completeness, ensuring the right process paths from the outset.

Dynamic routing and assignment

Route work to the right adjuster, underwriter, or team based on skills, region, workload and constraints – balancing queues automatically to prevent bottlenecks.

End-to-end workflow automation

Configure automated steps that move each claim or submission forward, triggering tasks, updating statuses, requesting documentation and escalating time-sensitive items.

SLA, Lifecycle & Compliance

Monitor work against SLAs, spot data or compliance issues early, and automate reminders and escalations to keep every item moving on time and within guidelines.

Human-in-the-loop controls

Insert review steps for complex or regulated workflows where manual intervention is required, without breaking the automation chain.

Auditability and regulatory readiness

Capture every action, update and communication inside Salesforce for a full audit trail that supports regulatory and internal compliance requirements.

Optional AI acceleration​

Enhance automation with AI-driven triage, summarization, validation, verification and lifecycle supervision when your organization is ready, improving speed while preserving control and governance.

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Bring speed and control to insurance operations in Salesforce

Ortoo helps insurers structure inbound work, route it intelligently, and keep every lifecycle moving – with AI only where it adds value.

Talk with an expert

Ask about pricing or fit – get guidance from an insurance workflow specialist today.

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Use Cases Across Claims and Underwriting

CLAIMS OPERATIONS

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Intake and Normalization

Convert inbound claims from emails, attachments, portals, broker messages, and multiple languages into clean, structured Salesforce cases. Ortoo associates each interaction to the correct record, normalizes data into the org’s primary language, and standardizes fields from the start – eliminating manual setup, reducing first-touch delays, and creating a single trusted system of record.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Validation, Verification and Triage

Ensure claims enter Salesforce complete, accurate, and ready to progress. Ortoo validates required fields and formats, verifies data against policies and existing records, and confirms document completeness. Once trusted, claims are triage
Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Routing, Progression and Supervision

Keep every claim moving from FNOL to resolution. Ortoo intelligently routes claims by region, skill, workload, and complexity, then supervises progress against SLAs. Automated nudges, escalations, and lifecycle monitoring surface risks early – preventing stalled cases, missed deadlines, and compliance issues before they impact customers or regulators.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Exceptions and Human-in-the-Loop Reviews

Apply automation without losing judgement. Ortoo supports human-in-the-loop reviews by flagging incomplete or high-risk claims, routing sensitive cases to specialists, and allowing low-risk claims to progress automatically. Teams gain confidence to scale automation while retaining control over decision points that require experience, oversight, or regulatory caution.

Quote and Underwriting Operations

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Broker Submission Intake and Normalization

Turn inbound broker emails and submission packs into structured Salesforce opportunities or cases. Ortoo captures emails and attachments, links them to the correct broker or account, and normalizes key data – including multi-language inputs – so underwriting teams work from a complete, consistent, and trusted view of every submission.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Triage, Capacity Management and Assignment

Route submissions to the right underwriter without delay. Ortoo assigns work based on product, specialty line, geography, licensing, and capacity – prioritizing strategic brokers and high-value opportunities while balancing workload across the team. This ensures faster response times, better utilization, and fewer bottlenecks during volume surges.

Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Completeness Checks and Automated Follow-Up

Reduce rework and back-and-forth before underwriting begins. Ortoo identifies missing documents, incomplete fields, or inconsistent data, then triggers automated follow-up requests to brokers. Statuses update automatically as information arrives, giving underwriters cleaner submissions upfront and accelerating time-to-quote without sacrificing accuracy or control.
Discover the diverse application potential of Q-assign and Email-to-anything, with our Salesforce use cases

Integration and Decision Support

Support faster, more informed underwriting decisions. Ortoo integrates with external policy systems, underwriting engines, and risk databases to enrich and verify submissions automatically. Clean, structured data flows into pricing and scoring models while lifecycle supervision ensures quality and compliance – allowing teams to handle more volume without increasing operational risk.
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