policy review turnaround (down from 30 days)
in the first 90 days
in monthly policy check volume
“We needed AI technology that could enhance our team’s expertise. Fulcrum minimizes repetitive work, so our team can spend more time serving clients and providing trusted advice.”
Heather Perrin
Chief Operations Officer at Crest Insurance Group
the problem
Sustaining Growth Required More Scalable Policy Reviews
As Crest expanded, the Operations team recognized its existing commercial servicing processes would need to evolve to support that scale. Their top priority was streamlining the company’s policy reviews.
For years, Crest relied on an offshore provider to help review carrier policies against expected coverage. While the reviews were thorough, the process created several operational bottlenecks:
Delayed turnaround: Policy reviews often came back weeks after renewal deadlines, creating backlogs that slowed down issue resolution.
Limited team capacity: Crest’s processors updated the AMS for simple discrepancies, but complex coverage questions required account managers (AMs) to review every policy. As policy volume increased, this manual, multi-step process pulled time away from strategic client-facing work.
Ad hoc checks: To speed up turnaround, AMs began checking policies themselves. This approach made it harder to maintain consistent quality across Crest’s offices.
While switching vendors could ease the immediate pressure, the Operations team knew that sticking to manual processes wouldn’t scale. “We wanted to reshape our workflow to automate repetitive policy work and free team focus for client relationships and coverage strategy,” shares Chief Operations Officer Heather Perrin.
Crest was already evaluating AI-powered solutions for workflows like proposal generation, quote comparisons, and coverage analyses. So, the Operations team set out to find a platform that could streamline Crest’s policy and document operations in one place.
Soon, they discovered Fulcrum. Their purpose-built automation platform was exactly what Crest was looking for.
“The amount of time and coordination it took to resolve discrepancies manually became increasingly unsustainable as we grew. We needed technology that could handle repetitive tasks, so our team could focus on higher-value work.”
the Solution
Purpose-Built AI for Faster, Consistent Sales and Servicing Workflows
Fulcrum integrated with Crest’s existing tech stack, including the AMS and Outlook. Crest then rolled out the platform in phases, beginning with a pilot group across servicing teams. At each step, Fulcrum provided live training, office hours, and hands-on support to help drive adoption across the organization.
Today, Crest uses Fulcrum across core commercial workflows, ensuring efficiency and consistency:
Automated policy checks: Fulcrum compares carrier policies against expected coverage and identifies discrepancies for expert review. AMs review the findings, determine the next steps, and update the AMS with just a few clicks. This shift cut turnaround time from 30 days to under 30 minutes, increasing monthly policy check volume by 70%.
Proposal generation: Fulcrum extracts structured information from quotes, prior policies, and client requirements to create professional proposals faster. As a result, the team spends more time refining recommendations rather than formatting documents.
Sales and servicing processes: Crest uses Fulcrum to support loss run reviews, quote comparisons, and coverage gap analyses. That way, the team frees up capacity to complete more of these tasks while staying focused on strategic client conversations.
The Operations team also found unexpected value in Fulcrum’s AI assistant, recording over 2,700 interactions in the first 90 days alone. They use it regularly to complement their expertise, surfacing policy and coverage insights that help navigate complex renewals with greater confidence.
And the impact doesn’t stop there. Together, these workflows help create a more consistent client experience across Crest’s organization. At the same time, the team spends more time advising clients on coverage differences and emerging exposures, strengthening relationships to support continued growth.
“One thing that’s impressed us most is how Fulcrum continues solving operational problems we hadn’t even identified yet. As we’ve expanded our use of the platform, it’s become much more than a policy checking solution.”
the REsults
30-Day Policy Reviews Completed in Under 30 minutes
With Fulcrum, Crest transformed an operational bottleneck into a scalable business process.
The results at a glance:
<30-minute policy review turnaround (down from 30 days)
2,700 policy checks completed in the first 90 days
2,700 AI assistant interactions in the first 90 days
70% increase in monthly policy check volume
The success of the initial rollout quickly generated company-wide interest, prompting producers to request access to the platform. Supporting adoption across this side of the organization is Crest’s next priority, turning a service-focused initiative into a broader AI integration strategy.
“What sets Fulcrum apart is that it was built for insurance. That allows our team to adopt AI in a way that feels practical, relevant, and fits naturally into our existing workflows.”
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