pushed in 60 days
in policy checking capacity
policy checking (from 33 to 367 policies per day)
“Fulcrum transformed our policy checks into a consistent, scalable process that feeds accurate data back into our AMS. Their platform gave us the clean foundation we need for loss runs, coverage analysis, and whatever AI‑driven workflows come next.”
Sue Williams
Vice President, P&C Operations at Higginbotham
the problem
Manual Policy Checking Couldn’t Keep Pace With Higginbotham’s Growth
After a series of strategic acquisitions, Higginbotham rapidly expanded to 140 offices and 1,500 servicing staff across the U.S. That scale drove policy volume beyond what internal workflows could support.
Originally, Higginbotham’s policy checking was split between a dedicated checking team and individual client-facing employees across the organization. Each of them manually compared carrier documents and reconciled discrepancies in the AMS, a process that Bettie Baggette, Executive Vice President, describes as “significantly time-consuming.”
With time, this approach created compounding pressures:
Resource strain: The checking team was constantly working to keep up with incoming policies, leaving little bandwidth for front-office work. For other employees, policy checks pulled focus away from core priorities, like client conversations and renewal planning.
E&O exposure: Without a standardized workflow, each group followed its own approach, so the timing, scope, and depth of reviews varied across the firm. Unverified policies and errors could slip through undetected, leaving clients vulnerable and creating liability risk for Higginbotham.
Streamlining Higginbotham’s policy-checking workflow wasn’t just going to eliminate bottlenecks but also strengthen downstream processes and improve overall operating efficiency. So, Bettie partnered with Sue Williams, Vice President of P&C Operations, and their broader team to find a solution that could scale clean, reliable policy data across the firm.
After researching numerous policy checking vendors, they discovered Fulcrum. The purpose-built AI platform and supportive team were exactly what Higginbotham was looking for.
“We had 225,000 policies across our platform. We needed a consistent way to guarantee that what we presented to our clients aligned with the language in each policy.” – Bettie Baggette, Executive Vice President at Higginbotham
the Solution
Automated Policy Checks That Save Hours and Minimize E&O Risk
From the start, Fulcrum’s team stood out as a true partner to Higginbotham.
Working closely with the brokerage’s staff, Fulcrum tailored the platform to internal standards based on feedback. To facilitate adoption, the team supported Sue and Bettie through leadership briefings, live training, and “Zoom office hours” sessions.
With this setup, Higginbotham transformed their policy checking into a centralized, automated workflow built for future scale.
Always-on document comparison: Connected to Higginbotham’s AMS and email, Fulcrum’s AI ingests policies, binders, and proposals to compare against records on file.
Structured discrepancy review and reconciliation: When checking team members log into Fulcrum, they already have a line-by-line list of potential exceptions ready for review. From there, they inspect items, push updates into the AMS, and generate change requests to carriers with minimal back-and-forth.
Today, Higginbotham has redefined where its servicing staff invests their time and expertise. Their checking team now has the capacity to cover the entire book of business, keeping E&O risk low while freeing up time for strategic work. Meanwhile, client-facing employees stay focused on day-to-day servicing needs, long‑term account growth, and driving new business.
The impact extends across other initiatives. With Fulcrum, Higginbotham maintains accurate policy data with far less effort, enabling them to steer growth and operational initiatives with higher confidence.
“With Fulcrum, we have the peace of mind that every policy is held to the same standard, every time. Our teams love it.” – Sue Williams, Vice President, P&C Operations at Higginbotham
the REsults
188,391 AMS updates in 60 Days
With Fulcrum, Higginbotham turned policy checks into a measurable operational win for the entire firm.
By the numbers:
188,391 AMS updates pushed in 60 days
23% of checked policies required carrier changes
15x increase in policy checking capacity
10x faster policy checking (from 33 to 367 policies per day)
1,200 users onboarded to AI workflows
Building on this momentum, Higginbotham is already exploring the integration of Fulcrum’s Loss Run, Coverage Gap Analysis, and Coverage Comparison workflows. These capabilities will help their teams handle more complex servicing work with less manual lift.
“Our vision is an end-to-end process: automating everything we can so our teams can do what we actually hired them to do. Fulcrum has given us the platform and the partnership to make that happen.” – Bettie Baggette, Executive Vice President at Higginbotham
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