Policy Servicing Accelerator: From Manual Intake to Automated Action:
Policy Servicing Accelerator replaces manual/PDF intake and hand-sorting with a Pega Infinity based routing engine that sends requests straight to the right representative through skill-based, intelligent routing. No manual triage required.
When a Pandemic Exposed a Paper-Dependent Intake Process
The breaking point
Every policy servicing request depended on human touch to process. Requests arrived by fax or as a PDF over email, and mailroom representatives had to print each one and manually move it into the right bin before a policy expert could pick it up.
The business impact
When COVID-19 kept representatives from reaching the mailroom, incoming requests could no longer move through the process, and delays in addressing customer needs piled up, resulting in unhappy customers. The client needed a quick, robust way to re-engineer intake and remove manual assignment from the process entirely.
The Traditional Process
Mailroom representatives printed and physically sorted every request into the right bin.
Requests only arrived by fax or PDF email, with no digital front door.
Processing stopped whenever staff couldn't physically reach the mailroom.
Customers and representatives had no way to see where a request stood.
Policy Servicing Accelerator on Pega Case Management
0%
Automated Case Management
Zero manual intervention at intake
Built on Pega Infinity, the solution fully automates request intake—no manual work needed. It sorts requests by policy type and uses smart, skill-based routing to assign work automatically.
Core capabilities delivered
Automated intake and case management
A Pega Infinity framework built on Pega case management automates request intake and removes manual sorting entirely.
Skill-based routing
Intelligent, skill-based routing assigns each request to the right representative automatically.
Governance and escalation
Built-in SSO, SLA escalation, and a review, approve, or reject workflow keep every request accountable.
Real-time reporting
Real-time reporting and call-out functionality give teams live visibility into case status.
Measurable Results
95%
Digital Intake Adoption
With fax and email replaced by a Pega Infinity intake engine, nearly all requests now enter the system as digital forms, ready for automatic routing from the moment they arrive.
20%
Productivity Increase
With automated intake handling classification and routing, representatives focus exclusively on complex case resolution, processing more requests in less time.
100%
Manual Intervention Eliminated
End-to-end automation removes the printing, sorting, and hand-assignment that once stood between a request and the representative who could act on it.
99%
Misrouted Requests Reduced
Skill-based, intelligent routing sends each request straight to the right representative, nearly eliminating the wrong-bin assignments that used to slow the process down
95%
Requests Digitally Routed
The accelerator automatically captures, classifies, and routes incoming requests to the right representative, replacing manual sorting and assignment.
The Always-On Servicing Advantage
Work from anywhere
The modernized Pega application lets representatives address incoming requests from anywhere, helping them respond in a shorter time frame and boosting customer experienc
Smarter routing
The skill-based routing mechanism for work allocation reduces wrong allocation by almost 99%, cutting request process time.
Faster escalation support
A system-driven escalation process automatically re-routes requests to the right supervisors, helping teams get support faster and reducing request process time.
The Always-On Servicing Advantage
360-Degree Dashboard
Intelligent Servicing Experience
Built on Pega Infinity
Enhancing the power of Pega case management, the solution combines proven enterprise reliability with a framework the client can extend to new policy types over time.
Automated case management that handles intake end to end, with zero manual triage.
Skill-based routing that channels each request to the right policy expert automatically.
Built-in governance that keeps every request accountable through SSO, SLA escalation, and review workflows.
Phased rollout that scales coverage, launching production-ready in 12 weeks and expanding to more policy types over time.
Ready to Simplify Policy Servicing?
Faster changes, fewer errors and happier policyholders. Let’s talk about what the accelerator can do for your business.
Frequently Asked Questions
Frequently Asked Questions about the Policy Servicing Accelerator
It's an automated request intake solution built on Pega Infinity that replaces manual, fax- and email-based policy servicing intake with skill-based, intelligent routing.
It eliminates the paper-based intake process that previously came through fax or mail, minimizes servicing time, and gives teams a way to track request status.
The initial build (MLP1) took 8 weeks. MLP1, covering the 3 highest-volume policy types, went into production within 12 weeks, with additional policy types added in subsequent releases.
Skill-based intelligent routing, SSO, SLA escalation, a review and approve-or-reject process, call-out functionality, and real-time reporting.
95% of requests are now processed through digital forms, agent productivity is up 20%, manual intervention during intake is down close to 100%, misrouted requests are down almost 99%, and customer experience is up more than 50%.
Financial services organizations, including commercial financial services providers, that process high volumes of policy servicing requests.