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Aurora

  • One agent, one turn at a time: Inbound mail, a reply from your team, a collection link that ended, an accepted quote, a rejected approval, a reminder, and the rail all give Aurora a turn on the file, and one turn runs at a time; a question asked mid-turn waits for it. A file’s thread is the file’s story: the mail Aurora read, each turn she took and what woke it, and your conversation with her, in one place. The file page lists her turns, her next wake, and her memo on the file.
  • Aurora keeps her own calendar: Most file turns begin with new work or a reminder Aurora set herself. The renewal sweep also opens files for expiring policies and requests their first turn. The Desk lists files with no wake scheduled so you can see what she has parked.
  • Aurora reads the attachments herself: Nothing classifies or extracts a document ahead of her. On her turn she sees the mail and its attachments, decides what is worth transcribing onto the application (an ACORD form, a supplemental, loss runs, the broker’s email when it carries answers), and records each answer with where it was found. A cover note with nothing in it or a flyer stays unread.
  • Your reply reaches her whole: When you answer one of Aurora’s questions by mail, she reads the entire reply on her next turn, quoted lines and all, and closes the question herself with the guidance she took from it. A reply that asks something back gets an answer, not a closed question.
  • Follow-ups are her letters: There is no chase schedule. When an agency goes quiet, Aurora decides when to write, writes the letter, and sets herself a reminder; the file page lists what has been chased and when.
  • The rail is anchored: Open it on a file or a thread and it is that file’s or thread’s conversation. The Aurora orb and keyboard shortcut open the rail, and global search takes a question as well as a destination.
  • Answers with structure: Aurora replies with references you can open, tables from the record, drafts, and held actions you approve where they are mentioned, not only in prose.
  • Live workbench: Moments, approvals, reviews, thread activity, and application changes appear without a refresh.
  • Aurora searches the web herself: The researcher, the collection chat, and the underwriting review reach the open web through one search tool and weigh what they find. The separate property, address, and registry lookups and the post-collection verification pass are gone; checking a file against public reality is part of the judgment that needs it, and what it finds lands as underwriting signals in the assessment and the gaps.
  • Aurora places the file: On a new producer submission, Aurora reads the desk’s programs and their guidelines, routes the file to the one that writes it, records who sent the business as its counterparty, and takes the file from there. The original sender remains the counterparty on forwarded mail, and a broker-of-record letter can move the account to a new producer. Mail on no known file is hers to place too: she looks for the file by insured, policy, or quote number and links the thread, and asks the team only when she cannot. Appetite is judged on the file’s first review, with the reason.
  • A malformed action retries within the turn: When Aurora prepares an action with missing or invalid fields, she receives the correction and can try again instead of ending the turn and reprocessing the mail from the top.
  • No stock mail on a submission: A broker who sends a submission hears back from Aurora in her own words: what she understood the risk to be, the reference number, and that one consolidated list follows if anything is missing. An insured who writes in directly is told, by her, that the desk places coverage through agents and brokers, and offered a hand with theirs. A second producer on an account the desk already holds is asked for the broker-of-record letter by Aurora on her next turn, which sees the hold, the incumbent, and the file it holds, and then waits for the letter. The three templated versions of these emails are gone. The same holds for what she sends later: the quote goes out under a cover note she wrote for that file, with the rated premium and validity printed beneath it; a decline is her letter, not a form with the reason filled in; a collection link travels in a letter she writes; the bound notice is her letter with the binder attached. The desk adds only what she cannot know or must not write: the figures, the signature. The standard covers remain for a person sending a quote or a link from the file page. Issued, endorsement, and termination notices and invoices are unchanged.

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Actions and approvals

  • One ledger, four tiers: Everything Aurora does to the record is an action. Reversible writes run and are recorded; outbound and lifecycle actions are gated by the charter; banking, disbursements, sign-off, members, and programs are never delegated. Settings > Aurora shows the boundary in one place.
  • One dot per action: The charter is a grid. Each kind of action is a row, the columns are manual, approval required, and automatic, and one dot shows where the row sits. Seven actions move between approval required and automatic: outbound email, quote letters, quote withdrawals, billing notices, declinations, binding, and endorsements. Collection-link creation is a direct write; its email follows Outbound email. Only an admin moves a dot or adopts an autonomy proposal; everyone can read the grid.
  • Why you are being asked: Every held action says what held it: the charter, a referral rule, a takeover, or a human-only boundary.
  • Superseded drafts: A newer matching proposal can replace one still waiting, and selected status changes supersede underwriting-review actions. Time-bound quote letters, chases, and drafted replies expire if nobody acts; a general fact change does not cancel every pending proposal.

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Intake

  • Three questions per message: Underflow records what the sender wants, which file it belongs to, and who is writing. The classification guides processing but is not displayed as a routing note. Nothing waits in a triage lane: submissions open files, correspondence lands on its file, and what cannot be placed can become a question under Decisions.
  • Producer of record: The producer who sends an account holds it. A second producer on the same account is held for a broker-of-record letter, and the incumbent is never displaced without one. Aurora is instructed to refer direct insured business to a broker and not open a file; that rule is not a hard product constraint.
  • Program routing: A new file is assigned the one program that can write it. None or several is a question for a person, and a risk every program on the line rules out gets an early decline. (Superseded: Aurora now routes the file herself; see below.)

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The application

  • Every answer has a source: Document, email, conversation, desk, an expiring policy, a prior application, Aurora, or an external scan, with the respondent named where someone answered. The latest recorded value is current; no source outranks another. Disagreements remain side by side for Aurora or a person to resolve.
  • Schedules: Locations, claims, prior policies, and other repeating answers are read as tables, row by row.
  • Carry-over: A renewal or a second file for the same insured starts from what the desk already knows, and stale carry-overs are confirmed before the file relies on them.

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Collection

  • One question list: Gaps are missing, confirm, or clarify, and one list feeds email chases and collection links alike, so nobody is asked twice.
  • Who answered: A forwarded collection link records who is on the other end, and their answers are attributed to them.
  • “I don’t know” is an answer: The person’s reason is recorded so the team follows up instead of re-asking.

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Underwriting

  • The turn writes the record: Each turn keeps the file’s gaps, risk assessment, coverage suggestions, and Aurora’s memo current. The assessment and suggestions are on the file page, where a suggestion is accepted or set aside.
  • One pen: A newer letter from Aurora to the same person replaces one still waiting for approval, so the queue never holds two of hers to one reader.
  • One notebook: What Aurora has learned about how the desk sounds and works is one notebook with Style guide and Working preferences pages. She reads it on file turns, in member chat, and on collection links. A member can teach her in chat or edit a page directly; broker mail and respondent answers are evidence, not instructions. Proposed learnings wait on the Notebook page to be adopted or dismissed.

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Settings

  • Yours and the desk’s: Profile and Mail are personal. Workspace holds the time zone, agency identity, and surplus-lines licence; Aurora holds the charter and pause; Notebook holds desk memory. Every member can read those desk pages, while admins and owners change Workspace and Aurora. Members and Invitations are visible only to admins and owners.

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Mail and workbench

  • Drafts, Trash, and forwarding: The shared mailbox now has Inbox, Sent, Drafts, and Trash views, with reply-all, forwarding, draft saving, bulk read and star actions, and restore from Trash.
  • The full workbench on a phone: The primary views move to a bottom tab bar, Aurora opens as a full-screen sheet, mail uses one pane at a time, and the back gesture closes sheets without losing their draft.
  • A workspace clock: Admins choose the desk’s time zone under Workspace. Renewal initiation, the morning briefing, and dunning use that local clock.

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Renewals and external evidence

  • Renewal files before expiration: The daily desk-hour sweep opens one renewal file for an eligible policy within 90 days of expiration, carries the prior application forward with its source dates, and gives Aurora the first turn.
  • Consented cyber scans: Aurora can request fresh ONYPHE remote service and vulnerability checks when the application records consent and usable domains. Observed findings return as application facts; unsupported findings remain unknown. Results can affect rating, referral, subjectivities, and declination.

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State reporting

  • InsCipher transaction filing: Each eligible surplus-lines bind, premium-bearing endorsement, or cancellation return with a home state creates a filing. When the integration is configured, it sends in the background and brings status, SLA numbers, tax-paid dates, warnings, and returned paper back to the policy.
  • Paper follows the filing: Binders, declarations pages, and signed state forms are pushed to the opening state filing and can be retried from the file when the feed refuses one.

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Removed

  • Risk profiles, submission terms, and the separate extraction pipeline. The application, with its sources and conflicts, is the one record of the risk.
  • The inference level, link expiration, and reminder frequency settings. Aurora prefills what research supports and confirms what is ambiguous or material on every link; links stay open for 30 days.
  • The review schedule and the chase schedule. Aurora takes a turn when something happens and sets her own reminders; follow-ups are letters she writes when she judges it right.
  • The email that told you a collection link you sent was completed, and its switch under Settings > Mail. A finished link wakes Aurora on the file, and she asks the team when a person is needed.
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The operating record

  • One file, one ledger: Intake, clearance, underwriting, binding, policy transactions, premium accounting, and carrier reporting now run on the same record.
  • Visible automation: The Desk action log shows Aurora’s automatic work without opening every file.

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Workbench

  • Decisions first: The Desk centers moments, approvals, active files, and waiting work.
  • Takeover per file: A thread on a file says who is driving, and taking it over moves the whole file to manual handling until it is handed back.

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Quoting and binding

  • Multi-option quotes: Proposals can carry sibling options with itemized state taxes and fees.
  • Subjectivities to evidence: Binding is blocked until each subjectivity is satisfied by a document or explicitly waived. Each state form the placement state wants signed is its own condition under the state’s code, received only with that form’s signed copy, which then goes to the state filing under the same code.
  • A quote is an offer on the answers it was priced on: An application answer that changes after quoting stales the quote; the letter is not sent and the bind is refused until the underwriter quotes again from the current answers.
  • Authority checked at commit: The bind checks binding authority against the book under the desk’s ledger lock, inside its own transaction, so two binds at a program’s capacity run in turn and the second is refused.
  • Carrier forms at bind: The policy forms schedule resolves from program rules when coverage is created.

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Servicing

  • Scheduled cancellation and reinstatement: The policy records its notice date and return method, and reinstatement reverses the cancellation premium transaction. Cancellation requires a verified home-state rule and confirmed notice delivery; a rescission produces corrective paper and communication. Reinstatement and nonrenewal notices are recorded in the actions ledger like a scheduled cancellation.
  • Nonrenewal on the state’s clock: The state’s nonrenewal notice period is entered from the statute alongside the cancellation periods. A notice issues once per policy, only while that many days remain before expiration and no cancellation is scheduled, and prints the statutory period.
  • ACORD 25 certificates: Certificates of insurance fill the official form from the policy record.
  • Claims register: Losses stay on the policy. Loss-run PDFs are stored with the insured but are not yet linked into the file’s document register.

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Billing and accounting

  • Invoice delivery and dunning: Email delivery, aging, and escalation on persistent nonpayment.
  • Stripe payments and reversals: Payment links on invoices, with reversals recorded against the original receipt.
  • Gated disbursements: Any member can prepare a draft. An admin or owner can approve and record it paid; the product does not require those actions to be taken by different people.
  • Bank reconciliation and exports: Pasted bank-statement CSV rows match to payments, paid disbursements, and transfers. Agency statements snapshot open invoices and commission payables; the 1099 worksheet uses paid agency-commission disbursements.

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Compliance

  • Visible compliance results: An unverified table rate holds the quote letter for review, sanctions matches and lookup errors hold the affected quote or bind, and InsCipher refusals remain failed for retry. A confirmed sanctions hit outranks another party’s lookup error.