Overview
A national insurer’s sales network needed a single, guided app for agents to capture end-to-end professional liabilityapplications—everything the customer must provide, plus real-time pricing and bind-ready documents.
Where Agents Were Losing Time
Fragmented intake across PDFs, emails, and legacy screens led to NIGO (not-in-good-order) submissions, rework with underwriting, and slow time-to-quote. Limits/deductibles/riders weren’t comparable; eligibility and risk flags surfaced late; compliance copy was inconsistent.
How can we cut time-to-quote by ~40%, reduce NIGO submissions, and lift quote-to-bind—without retraining the entire field force or rebuilding core systems?
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SOLUTIONS
How We Fixed It in 13 Weeks
10-Day Clarity Review → mapped intake, defined success metrics (time-to-quote, NIGO rate, quote-to-bind).
Delivery Growth Pod → designed a guided wizard with dynamic questions by profession, real-time eligibility checks, integrated rating engine pricing with transparent breakdown, compare plans/limits/deductibles, required-document checklist, save/resume, e-signature staging, and CRM/Policy Admin handoff. Spec-first package (states, errors, accessibility, acceptance criteria) and design-system-aligned components.
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RESULTS
What Changed (By the Numbers)
–42% time-to-quote (median)
–38% NIGO submissions (resubmission cycles)
+21% quote-to-bind conversion
–33% underwriting back-and-forth on missing info
+14% premium per policy (rider/limit mix shift via clearer comparisons)
WCAG 2.1 AA pass; component variants 11 → 6
-42%
Time-to-quote
–33%
underwriting back-and-forth
+14%
premium per policy
"Stephan did a brilliant job of guiding the partner brands through the transformation and ensuring they retained their brand DNA!"
Abhishek Pratap
UX Lead BORN GROUP
