Define completion before implementing statuses.
A request can be sent, signed or acknowledged without the required records being received. Define the complete set of carriers and years needed for the account, then decide what evidence satisfies each item.
Unavailable records should have an explicit exception state. They should not silently count as received. A team should be able to distinguish a finished collection from a request that needs a professional decision.
Map the lifecycle and its permissions.
Begin with client approval and any required authorization. Then identify how requests reach carriers, how replies arrive and how the team currently handles missing information.
Supported carrier access and approved communication rules vary. Do not assume a system can log into every carrier portal or contact every party without the appropriate access and authorization.
- Client approval and signature coordination
- Required carrier and policy-year checklist
- Incoming email and document matching
- Follow-up cadence and stopping rules
- Exception ownership and CRM updates
Use AI where context varies.
Email and document formats can differ. AI can help interpret a response or propose a document match, while validation and rules determine which state transition is allowed.
An attachment with a plausible title is not enough. The system needs to establish that it belongs to the request and satisfies the required item, or send it to review. Preserve source context so a person can understand the proposed match.
Make follow-up and review work together.
A useful follow-up includes the outstanding item and the context needed to respond. It should stop when the record arrives, when a person intervenes or when an exception rule applies.
Review should show the request, missing items, communications and actions already taken. Otherwise automation can move the burden into a new queue where people repeat the investigation.
Measure requests over a consistent window.
Choose a fixed completion window and specify its start. For the Working Pace carrier-request case, completion means receiving all required loss runs from all carriers within 60 days of the initial client-approval request. The published production window is May–August 2026.
Compare requests with consistent inclusion rules and enough time to mature. Keep unavailable items and excluded requests visible. Changes in the denominator, request mix or observation window can make a rate misleading.
