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How Heffernan Transformed Policy Checking with Fulcrum’s AI agents
Lexie Tonelli
3 Minutes
Sep 12, 2025, 12:00 AM
80%
policy checks by Fulcrum's agent — thousands yearly
15 minute
average turnaround time — down from two weeks
3x
return
on investment
AI Agents That Transform Policy Checking
When Heffernan Insurance Brokers, a top-25 brokerage, looked at their operations, one huge bottleneck stood out: Policy Checking. The process dragged on for up to 15 days, consumed expensive Account Manager (AM) time, and carried significant error and omissions (E&O) risk. Heffernan turned its attention to this next operational choke point as the next challenge to encounter after gaining 100% adoption with Fulcrum Proposals.
The shift was dramatic. With Fulcrum, Heffernan replaced its fully manual, weeks-long process with an automated, end-to-end AI agent. What once took 15 days now takes 5–10 minutes — and no change to what AMs are doing today.
The breakthrough is through Fulcrum’s industry-leading AI agent. Fulcrum’s agent works end-to-end, is fully in-house, always-on, and audit-ready. It delivers standardized, enterprise-grade outputs while integrating seamlessly with Heffernan’s existing systems. AMs stay focused on clients and renewals, rather than repetitive back-office tasks.
Why Policy Checking Is a COO Priority
Why it matters for COOs: Policy checking, long seen as too resource-intensive to scale internally, is now both faster and more reliable in-house. For Heffernan, this means no seasonal bottlenecks, no extra headcount, and fewer errors — while turning what was traditionally a cost center into a strategic capability to improve margins. It also reduces ancillary costs tied to extra seats/logins and pass-through “tech fees.”
The results speak for themselves:
Speed: 15 days → minutes-level turnaround
Cost & Capacity: Resources and AM productivity redeployed to handle bigger books of business
Quality & Risk: Standardized outputs, reduced E&O exposure
Scale: Always-on operation without dependency on external labor
