End-to-end new business process from initial enquiry through to binding and onboarding. Version 2.0.
Questions or feedback: Roshan Khozouei (roshan@tenzi.ai)
A prospect makes contact. The broker qualifies the lead to assess fit and decides whether to proceed. Initial conversation is documented regardless of outcome.
Inbound via referral, website, or phone.
Initial response to the prospect's contact.
Business type, size, needs. Quick assessment of fit.
Prospect provides basic business and insurance information.
Within appetite? Can service this type of business?
Broker decides whether to proceed with this prospect.
Book the detailed fact-find session.
Record the conversation and outcome regardless of whether the prospect proceeds.
Not a fit — refer the prospect to a more appropriate broker or resource.
The broker conducts a thorough fact find to understand the prospect's business, risks, and needs. Gathers supporting documents, often requiring multiple follow-ups for missing items.
Single in-depth session covering: business details (structure, turnover, employees, locations), assets and exposures, current insurance and claims history, and client priorities (price vs coverage). Information often arrives across multiple channels — consolidating into a single view is the hardest part.
Request financials, certificates, prior policies, and other supporting documents.
Financials, certificates, prior policies. Often arrives piecemeal.
Check everything required has been received.
Verify the document set is complete before proceeding to market.
Follow up on outstanding items. May require multiple rounds.
Complete the fact-find record and file all documents.
The broker prepares a submission, sends to relevant insurers, and chases quotes. Responds to insurer questions, often going back to the prospect for more info. Some insurers may decline to quote.
Compile the prospect's details into a submission package for insurers.
Choose which insurers to approach based on the risk profile and appetite.
Send the submission to selected insurers. Work through each insurer's required method — portal (SCTP, Sunrise) or manual email. Different portals have different formats and field requirements.
Confirmation that the submission has been received.
Confirm all targeted insurers have acknowledged.
Follow up with insurers who haven't confirmed receipt.
Insurers come back with questions or requests for more detail.
Pass insurer questions back to the prospect.
Prospect responds to the insurer's questions.
Check whether the prospect has provided what was requested.
Follow up on outstanding responses.
Send the prospect's additional information back to the insurers.
Insurers return with pricing and terms.
Check whether all targeted insurers have responded.
Chase outstanding quotes.
Record all received quotes in the file.
Resolve anything unclear in the quotes before presenting to the prospect.
Insurers respond to the broker's questions on quote terms.
Confirm all outstanding questions on quotes are resolved.
Follow up on outstanding quote clarifications.
Organise all quotes and related correspondence in the file.
The broker compares options, analyses coverage differences, and presents a recommendation. Answers questions and secures a decision.
Build a comparison matrix across all quotes — premium, excess, limits, sub-limits, exclusions, endorsements side by side. For complex clients with 10-12+ insurers, this can take 3-4 hours.
Flag what's missing or excluded across the options.
Build the recommendation document for the prospect.
Walk the prospect through the options and recommendation.
Ensure the prospect understands what they're buying and what's not covered.
Prospect seeks clarification on options, pricing, or coverage.
Answer questions and negotiate with insurers on behalf of the prospect if required.
Prospect selects their preferred option.
Has the prospect committed to an option?
Follow up on the outstanding decision.
Record the prospect's chosen option and any conditions.
The broker binds the policy, receives and reviews documents, issues to the new client, arranges payment, and completes onboarding. Sets up records and schedules the first renewal.
Formally request the insurer to bind the chosen policy.
Insurer confirms the policy is bound.
Certificate, schedule, policy wording, and any endorsements.
Confirm the full document set has arrived.
Chase outstanding documents.
Documents in hand, ready for review.
Check the policy matches what was quoted — names, coverage, limits, excess, endorsements.
Does the policy document match what was agreed?
Flag errors and request corrected documents.
Insurer re-issues corrected documents. Returns to Step 5.7 for review.
Send the verified policy documents to the new client.
Send the invoice and set up premium funding if applicable.
Client makes payment or premium funding is activated.
Verify payment has been received.
Follow up on the outstanding invoice.
Create the client record in the broker management system.
Welcome the client with key documents, contacts, and next steps.
Complete filing — policy, correspondence, invoices, all in the client record.
Set the diary for the first renewal — typically 10-11 months out.