Blueprint · illustrative · Insurance & wealth advisory
Blueprint: running an insurance and wealth brokerage on klerc
How a brokerage that sells health, motor and SME cover — and runs mutual-fund investments — can manage renewals, claims, commissions and advisory from one workspace. Based on klerc's demo configuration.
- custom objects configured
- 19
- flows configured
- 33
- workflows configured
- 75
- message templates configured
- 18+
An illustrative set-up built from klerc's demo workspace. The configuration is real; the business isn't a customer, and the numbers describe configuration, not results.
The business#
Picture a brokerage doing three jobs at once. Advisors and telecallers sell health, motor, life and SME cover. A claims desk walks customers through intimation, assessment and settlement. And a wealth team looks after mutual-fund investors — onboarding, SIPs, STPs and SWPs, lump-sum investments and redemptions.
Behind them sit the functions every brokerage has: accounts reconciling commissions with insurers, operations dispatching policy documents, a legal desk chasing recoveries, and managers who need to see all of it.
Customers reach the brokerage wherever they like: WhatsApp numbers, a support inbox on Gmail, a Facebook page, Instagram, SMS, and two chatbots on the website — one that answers claim-status questions and one that takes quote requests.
The teams map onto klerc's teams and role hierarchy: a claims manager above team leads above executives, an operations head above agency managers and agents, a motor manager above a motor team lead. Managers see their teams' records without seeing everyone's.
Objects and flows#
The brokerage models its business in 19 objects. People and companies are klerc's system objects; the rest are custom:
- Sales and customers — Leads, People, Companies
- Cover — Policies, Motor Policies, Vehicles, Insurers, Insurance Products
- Claims — Claims Saathi Cases
- Wealth — MF Investments, Mutual Funds
- Money — Commissions, Commission Rules, Commission Statements, Invoices, Expenses, Payouts, Passbacks, Staff Incentives
Lookups tie them together: a motor policy points at its vehicle, its holder and its insurer; a commission points at the policy it was earned on.
The work runs on 33 flows:
| Area | Flows |
|---|---|
| Selling | Sales pipelines, Policy Sale — Fresh, Additional Purchase, Motor Policy — New, SME — New, Telecalling |
| Renewals and servicing | Policy Renewal, Motor Renewal, SME — Renewal, Endorsements, Motor Endorsements, Policy Portability, Policy Cancellation, Motor Policy Cancellation, Health Checkup, Document Dispatch, Complaints & Queries |
| Claims | Health Claims, Motor Claims, Claims Saathi, Claims Saathi Revenue |
| Wealth | Investor Onboarding, Investor Servicing, SIP Registration, Lump Sum Investment, Redemption, STP, SWP, Portfolio Review |
| Money and people | Commission Reconciliation, Executive Incentive, Operational Expenses, Legal Recovery |
Some flows are short — Endorsements has five stages. Others carry a whole process: the claims-assistance flow has 22 stages, health claims 15 and commission reconciliation 13. Per-stage required fields stop cards moving on half-finished, and every move lands in the record's history.
What runs itself#
Seventy-five workflows do the remembering. A few of them:
- Renewals — open a renewal case 90 days before expiry, send a reminder cascade at 90, 60, 45, 30, 15 and 7 days and daily in the final days, and close cards stuck on "will do it soon".
- Policies — mark policies expired once the expiry date has passed.
- Compliance — find customers whose KYC expires in the next 30 days and give each owner a task.
- Telecalling — raise a task when a callback is due today.
- Claims — flag a claims case that breaches its SLA and hand the assessor a task.
- Money — chase outstanding commission lines, send payment reminders while a payment is awaited, and freeze last month's incentive sheet.
- Legal — remind the legal desk of notice and complaint-filing deadlines.
Messages come from more than 18 templates across WhatsApp, SMS, email and chat: renewal reminders for three points in the cascade, claim registered and claim settled, endorsement completed, health check-up booked, policy documents dispatched and delivered, payment reminders, a refund notice, a welcome note, birthday and festival greetings, a policy copy by email, a renewal link by SMS and a greeting for the website chat.
Two AI agents work alongside the team — a renewals assistant that prepares quotes, drafts reminders and summarises the cascade, and a claims assistant — each with its own knowledge, tools, monthly budget and approval queue. Dashboards cover the executive view, renewals and retention, sales and new business, claims, commission and revenue, wealth, service operations, and team and individual performance.
A day on the team#
Here's how a day could run.
- 06:00. Scheduled workflows run. New renewal cards open on the Policy Renewal flow, reminders go out from approved templates, and KYC and callback tasks land on the right lists.
- 09:30. Telecallers work their board from lead allocation to the calling queue, a contact attempt and a callback, logging each call's outcome on the card. A missed callback turns red.
- All day. Replies to renewal reminders arrive in the inbox, threaded with each customer's history. New conversations go to the least-busy teammate on the right team, an SLA timer starts, and Molly drafts a first reply.
- On the website. The claim-status chatbot asks for a policy number and a claim number, shares the status and asks for a rating — and hands the chat to a claims executive when the rating is poor.
- Afternoon. A manager asks Molly which renewals are overdue this week, grouped by owner, gets a chart, and — after pressing Confirm — creates a follow-up task for each one.
- Month end. The commission reconciliation flow works through the insurers' statements, and last month's incentive sheet freezes on schedule.
Every piece of that is configuration, not code: objects, flows, workflows, templates and agents set up in the console. See CRM & Records, Pipelines and Automation for how each part works.