A leading global insurance and pensions broker was spending its days on manual reconciliation.
A leading global insurance and pensions broker was spending its days on manual reconciliation. Now Notch reviews every carrier report, matches it to the open cases in their system, closes the clean ones on its own, and only calls a human when something actually needs one.
The impact
75% less manual reconciliation across daily carrier reports and open cases.
50% reduction in open-case backlog through automated advancement and closure.
65% fewer cases requiring human intervention, with ops teams focused only on exceptions.
The grind behind post-sale operations
Post-sale policy and pension operations run on reconciliation, and reconciliation runs on people. Every day, carriers send reports. Someone has to open each one, find the matching case in the broker's back-office system, check that it was processed correctly, spot anything missing, and then move the case forward or close it. Multiply that by thousands of cases and dozens of carrier formats, and you get a back office that spends most of its time checking work rather than doing new work. This broker is one of the largest and best run in its market, and even for a team this capable, reconciliation was a daily grind that grew with the book.
What Notch does
Notch took the reconciliation loop off people's desks. Every day it reads the incoming carrier reports, matches each one to the open case in the broker's own system, and verifies the case was processed correctly. It identifies the gaps, and it automatically advances or closes the cases that are clean. When something is off, Notch follows up directly with the customer or the carrier to resolve it, and it escalates to the operations team only when a case genuinely needs human judgment. The people who used to reconcile now handle the exceptions, which is the work that actually needs them.
The result: a much leaner back office
The reconciliation that used to fill the day now mostly runs itself. Manual reconciliation dropped by 75%, the open-case backlog is half of what it was, and 65% fewer cases ever reach a person. Cases move faster, fewer sit open, and the operations team spends its time on exceptions and higher-value work instead of matching reports to records line by line. All of it on one platform that fits the way the broker already works, with no rip-and-replace.
And the next steps are also fascinating. We are now expanding our solution to also take action on behalf of the agents and send emails to the carriers/clients when there is a mismatch. And maybe soon even pick up the phone and solve it in any channel needed.
"Notch has changed the role our operations teams play in the business. Instead of spending hours reconciling reports, updating cases, and chasing routine follow-ups, our people can focus on the situations that actually require judgment, empathy, and expertise. For us, that is what digital transformation should look like, not just automating work, but moving people toward the harder, more valuable work." - SVP, AI & Innovation
Human where it counts
Nothing important happens without a clear line back to a person. Notch advances and closes the clean cases on its own, and hands the rest to the operations team with full context, so people are focused exactly where their judgment matters. Every action is traceable, which is what a regulated broker needs before it lets anything run on its own.
See what this looks like for your back office - Learn More.
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