> ## Documentation Index > Fetch the complete documentation index at: https://docs.apollospace.ai/llms.txt > Use this file to discover all available pages before exploring further. # Insurance & brokerages > Quote intake, file assembly, renewal reminders, and first-notice-of-loss (FNOL) intake — with underwriting, claims decisions, and pricing always in a person's hands. Tuesday morning at the brokerage. A client asked for an auto quote on Friday and nobody built it; another has a policy lapsing in nine days and the reminder is on a sticky note; and in the inbox there's a message that opens with "I crashed the car" — no plate, no photo, no date. Each of those three is money or trust leaking away: the quote goes cold, the renewal turns into a cancellation, and the policyholder, on the worst day of their year, waits for you to remember to reply. **What leaves your plate:** pulling the quote details, chasing what's missing, reminding renewals before they lapse, and opening the claim with complete information all start happening on their own — with context, within budget, and with **underwriting, claims, pricing, and payout always waiting on a human.** ## How it works, in one line A brokerage's work is, at bottom, **a complete file that arrives on time** — at the underwriter's desk, on the renewal cadence, to the claims adjuster. The agent doesn't price risk or pay a claim: it takes the friction out of the funnel so the person who decides gets a case that's ready, not a half-empty folder. ```mermaid theme={null} flowchart LR A[Trigger
quote request, policy lapsing,
loss notice] --> B[Agent pulls context
from Company Brain + CRM] B --> C[Decides + uses tools
Chats, CRM, Documents, Routines] C --> D{Underwriting, pricing,
claim or money?} D -->|No| E[Collects / organizes / updates status] D -->|Yes| F[Proposes + calls the person
with the complete file] E --> G[Becomes memory
the next quote starts faster] F --> G ``` ## Concrete flows ### 1. Assemble the complete quote, without the endless back-and-forth **Trigger:** a quote request enters the [pipeline](/en/features/crm) — from the site, a referral, or opened by a broker. [Athena](/en/agents/athena), the organization's operator, pulls from the [Company Brain](/en/features/brain) what that line of business requires — auto needs the plate, VIN, driver profile, and overnight ZIP; life needs age, occupation, and a health declaration; property needs the value at risk and the company registration. She opens a [chat](/en/features/chats) or [WhatsApp](/en/integrations/whatsapp) and walks the client through it **one field at a time**, instead of dumping a thirty-line form. Each detail and photo received becomes a [document](/en/features/documentos) in that quote's [folder](/en/features/pastas), and the [CRM activity](/en/features/crm) logs what's arrived. When the client asks something the checklist doesn't cover — a specific coverage, an underwriting exception — the agent searches the Brain; if it doesn't find it, it **doesn't make it up**: it logs the question and escalates to the broker. Collecting quote data is funnel work; saying what's covered and for how much isn't. ### 2. The renewal reminder that arrives before the lapse **Trigger:** a [routine](/en/features/rotinas) the agent schedules for itself — every morning, it sweeps policies lapsing in the next 30, 15, and 7 days. On fire, the agent pulls from the [CRM](/en/features/crm) whoever's near expiry, drafts a reminder of what changes at renewal, and sends it on each policyholder's channel ([email or WhatsApp](/en/features/outbound)) — with **human approval before the send** if you want to keep a hand on outbound. Anyone who doesn't reply after a few attempts becomes a [task](/en/features/boards) for the broker, and a [proactive notification](/en/features/rotinas) flags the book owner's bell. **Why this matters:** a policy that lapses with nobody warning isn't an unhappy client — it's a forgotten one. A lost renewal costs the entire recurring commission, and the reason is almost always that nobody reminded on the right day. A routine has no hectic Tuesday: it reminds every time, with the lead time you set, and turns a silent date into an actionable signal. ### 3. Open the claim (FNOL) and hand the adjuster a ready case **Trigger:** a loss notice arrives on any channel — "I crashed the car," "there was a leak," "my laptop was stolen." This is the moment where speed and empathy matter most. The agent opens a [chat](/en/features/chats) or [WhatsApp](/en/integrations/whatsapp) and collects the **first notice of loss** in a structured way: what happened, when, where, who was involved, photos, the police report if any, and the policy details it confirms in the [CRM](/en/features/crm). All of it becomes a cover [document](/en/features/documentos) in the claim's [folder](/en/features/pastas). Then it opens a [task](/en/features/boards) on the claims board **assigned to a human adjuster**, with the file attached and the stage set to "notice received — pending review." The agent **records and organizes the notice** — it doesn't cover or deny the claim, estimate the loss, or authorize a payout. It hands over a case ready for a person to adjust; judgment begins exactly where intake ends. On a claim, that's human care too: the call about a policyholder's worst day belongs to a person. ```mermaid theme={null} flowchart TD A[Loss notice received] --> B[Agent collects structured FNOL
facts + photos + policy] B --> C[Assembles cover file
in the claim's folder] C --> D[Opens task assigned
to a human adjuster] D --> E{Adjuster decides} E -->|Covers / denies / estimates| F[Human decision logged
in the auditable trail] F --> G[Agent updates status
and notifies the policyholder] ``` ### 4. Keep the pipeline and statuses alive — and answer the "where does it stand?" **Trigger:** any change — a document arrived, the underwriter accepted the risk, the adjuster advanced the claim, the policyholder replied. The agent updates the [CRM](/en/features/crm) right after: adjusts the stage, logs the activity, attaches what changed. Quotes, renewals, and claims stay **always current** — whoever opens the board sees today's truth, not yesterday's snapshot. And when a broker or the client asks "does this coverage have a deductible?" or "where does João's claim stand?", the agent answers from the [Company Brain](/en/features/brain) and the CRM, with information that already exists — instead of becoming one more internal email queue. ## What stays human Money and coverage are handled with maximum care. The agent **proposes and prepares, never decides alone**, whenever the subject is: * **Underwriting** — accepting, declining, or rating a risk. Always a licensed person's call. * **Claims decisions** — covering, denying, estimating the loss, authorizing repair. * **Pricing and terms** — premium, deductible, limits, any term of the offer. * **Payout and money movement** — indemnity, refund, premium return. * **Contract and signature** — policy, endorsement, any commitment that becomes an obligation. * **A commercial proposal to a client, regulatory or legal communication**, governance decisions, and destructive actions. In those cases the agent prepares everything — the file, the draft, the context — and **waits for a person to approve.** Every action lands in the auditable trail, with author and justification, isolated per organization. ## Where to start Upload into the [Company Brain](/en/features/brain) what each line requires — quote fields, documents, underwriting rules, and the process answers you repeat every week. That's where the agent pulls what to request and what to check. Connect [WhatsApp](/en/integrations/whatsapp) or [chats](/en/features/chats) and let the agent guide the client field by field — on the quote and on the loss notice — filing each file in the right folder. Start with human approval before every external message. Create a [routine](/en/features/rotinas) that sweeps policies up for renewal and reminds the policyholder ahead of time. One agent, one cadence, one channel — and autonomy grows like a ratchet, never a leap. ## Next steps The same file-assembly and decision-always-human pattern applied to the credit funnel. Collecting, checking, and organizing everyday paperwork. Where quotes, renewals, and claims live — stages and history always current. The renewal cadence and follow-ups that run on their own, on time.