Insurance Workflow

Log lead in Trail (Name, Email, Phone, Source) — Trail auto-triggers: pipeline set to New Lead, next action date for following day, default admin assigned

Assign Adviser — manually from CRM or via auto-distribution. Trail changes lead from “raw lead” to “assigned opportunity” and notifies adviser

Send intro message and disclosure — Trail auto-sends “Insurance Intro + Disclosure” email/SMS template

Book discovery call

Follow-up sequence (Day 1, 3, 7) — Automated Trail email templates

Technical workspace setup — duplicate Trail across two windows: Client Interview page + Application page

Load Insurance Client Interview template on Client Interview page in Trail

Capture goals and risks in GOAL window — foundational documentation. Notes essential for IAS to formulate quotes

Record interview with Marloo

Identify insurance types needed — using “Insurance Type Needed” multi-select field. Rationale documented in GOAL window

Finalise advice boundaries — navigate to Nature and Scope of Advice section. List areas NOT covered (mortgages, investments, property advice)

Define exclusions — Mortgages, Property, Banking. Include statement offering recommendations to relevant professionals

Execute disclosure email to clients

Move opportunity to Stage 3 in Trail — triggers Fact Find status to “sent” and Next Action Date set to Today +2

Document Compliance Questionnaire under CHALLENGES tab on Client Interview page

Review financial and medical profile

Select suitable insurers — clear justification documented in Risk Notes. Avoids one-size-fits-all approach

Run pre-assessments if risk identified

Design cover structure — Amount, Type, Wait periods. Justification documented in Risk Notes. Informs PLAN section and IAS handover

Loop destination: Underwriting Declines from Stage 7 return here for re-evaluation

IAS Handover Protocol

Summarise transcription in PLAN template — clear instructions to guide IAS work

Reassign CRM activity to IAS team — due date next day

IAS uses Quote Monster

Present options and pricing to client

Loop destination: Underwriting Loadings from Stage 7 return here for client discussion

Complete formal insurer application — co-owned by Adviser + IAS. Fill insurer-specific forms

Upload supporting evidence (medical, financial, identity)

Book medical exams if required — via Insurer or HealthScreen

Verify first-time completion rate — reduce back-and-forth with insurer

Move to Application Submitted in Trail

Monitor Underwriting Status field — 5 status options

Respond to information requests within 24 hours — status “Info Requested” triggers client email + follow-up task

Handle loading/exclusion outcomes (Stage 5 loop) — “Loaded” status triggers move back to Stage 5 + task to discuss with client

Handle decline outcomes (Stage 4 loop) — sends opportunity back to Stage 4 for re-evaluation and new submission strategy

Send policy documents to client — immediately on receipt from Insurer. Final briefing outlining terms in simple language

Confirm client acceptance — client formally accepts final terms

Mark deal as WON in Trail — finalise payment setup, policy officially active

Set Review date +12 Months — Trail auto-triggers move to Stage 9 + schedules annual review

Automated Annual Review task generation — exactly one year after initial policy. Adviser notified

Proactive client outreach — adviser initiates contact, discusses life changes

Update cover for life changes

Cross-sell and retention focus — relationship-driven retention key

Critical Experience Stage — pro-active assistance, client never feels alone

Assist with claim lodgment and documents — drive document collection

Liaise with insurer as advocate — central point of contact, handle technical discussions, consistent communication

Manage outcomes (Payout or Escalation)