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Most files arrive incomplete. Aurora works out what the program still needs, then asks for it by email or through a secure collection link. The file keeps one list of open questions, whichever channel they went out on, so nobody is asked the same thing twice.

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Gaps

A gap is one question the file still has. There are three kinds: Gaps open and close from the record. When an answer arrives by any channel, the gap it settles resolves. When two sources disagree and nobody has answered the desk directly, the file shows both values and opens a confirm gap for the right one instead of keeping either silently. The underwriter can open, resolve, or reopen gaps on the file page or through Aurora. A collection link opens a guided conversation about the file’s application without requiring the applicant to create an account. Aurora asks in plain language, translates the program’s questions for someone outside the industry, and moves faster with a broker who knows the vocabulary. The link may be forwarded, so Aurora establishes who is answering early: the insured, their producer, or someone acting for the business. Every answer is attributed to that person on the file. Progress saves continuously, and known answers are not asked again; answers the file wants confirmed are read back for a yes or a correction. When the person does not know something, Aurora records that, with who might, so the team can follow up rather than ask again. When every requested field is answered, the link completes and the file returns to the underwriting loop. Links can be created from the file or by Aurora as part of a chase. A link stays open for 30 days. Aurora prefills what the file and its research support and asks the applicant to confirm what is ambiguous or material. The file lists each link as Active, Expired, or Revoked. Open the link’s management page to see answered and unanswered fields, whether its invitation is still preparing, and the Share and Remind controls. A completed collection conversation wakes Aurora on the file, but completion is not a separate status in the file’s link list.

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Follow-ups

Nothing schedules a chase. When a file has open gaps, Aurora writes to the producer when she judges it right, in a letter of her own, and sets herself a reminder to look again. After two letters go unanswered she reaches for a collection link, which she puts in a letter she writes rather than a templated notice. Every letter sent while gaps were open is listed on the file page under Follow-ups sent, numbered, so the team can see what has been asked and when. Letters follow the same autonomy rules as other actions: depending on the charter position for email, a letter goes out on its own or waits under Decisions for approval. One author writes every letter, so a follow-up reads as a continuation of the last request rather than a new one.

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Answer provenance

Every answer on a file records where it came from and, where someone gave it, who did:
  • Read from a document
  • Read from an email
  • Given in a collection conversation
  • Entered at the desk
  • Carried over from an expiring policy or a prior application
  • Recorded by Aurora, with the reason
  • Observed by an external scan
Every answer ever given stays in the file’s ledger, and the answer shown is the one recorded last, with where it came from and when. A collection answer does not automatically outrank a document, email, or desk correction recorded later. No source outranks another, and nothing ages a carried-over answer out. Where the ledger holds more than one value for a field, the application lists the disagreement: each value with its source and date, the current one first. Aurora reads these when it works the file and settles a field the way anything enters the ledger, by recording the value it accepts and why, or by asking the counterparty; a carried-over answer is shown with its age for the same judgment. The file keeps the history of who answered what and when. Once the required answers are in, the file returns to the underwriting loop and moves on to rating and the proposal.