per policy check
Adoption
ROI
"Fulcrum's Al means everything runs end-to-end. We brought policy checking back in-house without adding pressure to our Account Managers - and the quality is better than ever. From an E&O perspective, we've caught so many things that we wouldn't have otherwise."
Kelly Planeta
Operations Manager, Heffernan Insurance Brokers
the problem
Policy checking was a slow, manual, high-risk bottleneck
When Heffernan Insurance Brokers, a top-25 brokerage, looked at their operations, one huge bottleneck stood out: Policy Checking.
Policy checking is one of the most risk-sensitive workflows in commercial insurance. Even small discrepancies between a bound quote and the issued policy can introduce errors & omissions (E&O) exposure.
At Heffernan, tens of thousands of policies are processed annually, with the majority of checks done manually and requiring external capacity. This approach, though the conventional method for most brokerages, introduced high costs, long turnaround times, and variability in review quality — often due to inconsistent training and limited system integration.
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 Solution
Replace manual workflows with an end-to-end AI agent
Heffernan implemented Fulcrum’s industry-leading AI agent to fully automate policy checking from start to finish.
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. It requires no change in how Account Managers work day-to-day, allowing for seamless adoption.
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
From weeks to minutes, with higher quality and scale
The impact was immediate and dramatic:
Turnaround time dropped from ~15 days to just minutes
Account Managers were freed up to focus on higher-value client work
Policy checking moved fully in-house without adding headcount
Output quality improved with more standardized and reliable results
E&O risk was reduced through more consistent validation
What was once a slow, outsourced cost center became a fast, scalable, and strategic capability—unlocking both margin improvement and operational leverage.
Agencies used to accept delays as part of the process: policy reviews outsourced or queued internally, weeks of waiting, and delivery dates slipping through the cracks.
Fulcrum eliminates that lag. By triggering reviews immediately and completing checks in minutes, account managers keep momentum, and clients receive policies on schedule.
The result: faster service, fewer dropped priorities, and a consistent win for the client.
— Leticia Trevino, COO, Heffernan Insurance Brokers
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