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A Case Study by The Hour
COI Processing + AI Automation
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Company Overview
Insurance Virtual Assistant & AI Support for Agencies, Brokers & MGAs
THE HOUR is a specialized provider of insurance virtual assistant services and AI-powered operational support for commercial insurance agencies, brokers, and MGAs. We help insurance businesses streamline workflows, reduce administrative costs, and improve turnaround times with trained, industry-focused teams.
Our expertise covers core insurance operations including COI processing, policy review, policy comparison, endorsements, renewals, and client servicing. By combining advanced AI tools with experienced virtual assistants, we deliver faster processing, higher accuracy, and consistent compliance across all workflows.
AI-powered, human-verified. Our approach ensures every task is not only automated for speed but also reviewed for accuracy and reliability—giving insurance teams the confidence to scale without compromising quality.
Insurance-focused support that drives efficiency, accuracy, and growth.
The Client
AI-Powered COI Processing for a Commercial Insurance Firm
A commercial insurance agency handling high volumes of Certificates of Insurance (COIs) across construction and logistics clients.
The Challenge
The client relied on manual COI reviews, which slowed down operations and created room for human error. Each certificate had to be checked against contract requirements, making the process time-consuming and inconsistent. This often led to delays in approvals, increased workload for internal teams, and higher compliance risks.
Slow turnaround times
Due to manual review of each COI, delaying overall processing
Frequent compliance errors
caused by inconsistent checks and missed coverage details
High operational workload
as internal teams spent hours reviewing and validating documents
Delays in client approvals
impacting customer experience and slowing down business operations
The Solution
THE HOUR introduced an AI-assisted support system that streamlined the entire COI review process. The system automatically extracted key data from certificates, validated coverage against requirements, and flagged any discrepancies in real time.
Our trained virtual assistants worked alongside the AI to review flagged cases, ensuring both speed and accuracy while maintaining compliance standards.
Smart Data Extraction
Automatically extracts key information from COIs, eliminating manual data entry and reducing processing time.
Coverage Validation
Validates insurance coverage against contract requirements to ensure accuracy and compliance.
Error Detection
Identifies missing or incorrect details in real time, helping prevent costly compliance issues.
Real-Time Insights
Provides actionable insights and flags for the team, enabling faster and more informed decision-making.
The Verdict
Here’s what changed after implementing AI-assisted COI processing and virtual support.
