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Mid-Term Adjustment Endorsement Intake

Example prompt: "When a client emails us asking to change something on a live policy — added vehicle, new premises, change of directors, anything — draft the endorsement request to the insurer, send the client a quick note confirming where they stand on cover until the endorsement comes back, log it on our MTA tracker, and chase the insurer if it isn't back in the expected turnaround."

The Problem

A fleet client emails on Tuesday afternoon to say they have just bought a new van and need it on cover from tomorrow. A property client phones on Friday to add a third premises to their commercial combined. A professional services firm changes its registered directors and the cyber policy needs the new schedule. Each one is a routine MTA, and each one is also a small clock: the cover position between "client requested" and "insurer endorsed" is an exposure the broker carries, and the client wants to know — usually within the hour — whether they can drive the van off the forecourt, whether the new premises is on cover overnight, whether the cyber breach last weekend would still respond. The cases that bite are the MTAs that sat in the account handler's inbox for two days because the office was busy and the client assumed the change was on by the time the loss happened.

How GloriaMundo Solves It

We build a workflow that fires when an MTA request lands in the broker's inbox or the MTA web form. An integration step reads the email or the form fields. A code step looks up the live policy, the insurer, and the broker reference from the Policies sheet, and decides whether the requested change is one the broker has binding authority on (per the binder schedule) or one that needs the insurer to issue a formal endorsement. An LLM step composes the endorsement request email to the insurer with every detail the underwriter needs — policy number, effective date of change, what is changing, supporting documents — and saves it as a Gmail draft. A second LLM step composes a short note to the client confirming we have requested the endorsement, naming the effective date the client has asked for, and (where binder authority covers it) confirming the cover position pending the formal endorsement. An integration step writes the MTA to the tracker with an expected_response_date. A daily chase step pings the insurer if the endorsement has not come back by the agreed turnaround. Glass Box preview shows both drafts and the tracker entry before any of it leaves the office.

Example Workflow Steps

  1. Trigger (integration): A new email to the mta@ or accounts@ mailbox, or a submission to the MTA Google Form.
  2. Step 1 (integration): Read the email body and attachments, or the form fields — client_name, policy_number_or_reference, change_type, change_description, effective_date_requested, supporting_documents, contact_email.
  3. Step 2 (integration + code): Look up the policy on the Policies sheet, the insurer's underwriting contact and broker reference on the Insurers sheet, and the binder schedule on the Binders sheet. Decide binder_authority — true if the change is on the binder's allowed list (vehicle add/remove on motor fleet, premises add on a property schedule, turnover update on a PI), false otherwise.
  4. Step 3 (code, gate): Dedupe on gmail_message_id (or form_response_id) against the 'MTA Tracker' tab — a final state halts; a provisional row resumes; no row writes a provisional row with status 'Allocating' and allocates mta_ref as 'MTA-[YYYY]-[6-digit sequence]' before any drafting step.
  5. Step 4 (llm): Compose the endorsement request email to the insurer's underwriter — names the policy, the broker reference, the change requested in the underwriter's vocabulary, the effective date the client has asked for, supporting documents attached, and (where applicable) a note that the broker is treating cover as bound pending the formal endorsement under binder authority.
  6. Step 5 (integration): Save the endorsement request as a Gmail draft to the insurer's underwriting address with supporting documents attached. Persist gmail_insurer_draft_link to the tracker row.
  7. Step 6 (llm): Compose the client acknowledgement — confirms we have requested the endorsement, names the effective date, and (where binder_authority is true) confirms the cover position pending the formal endorsement; otherwise notes that cover takes effect once the insurer issues the endorsement.
  8. Step 7 (integration): Save the client acknowledgement as a Gmail draft to the contact_email. Persist gmail_client_draft_link to the tracker row.
  9. Step 8 (integration): Write the tracker row to status 'Drafted' with expected_response_date set to today + the agreed insurer turnaround (default 3 working days, longer for non-binder lines).
  10. Step 9 (scheduled, sub_agent): A separate daily workflow scans the MTA Tracker for any row where status is 'Drafted' or 'Sent', expected_response_date is in the past, and the endorsement has not been logged received — drafts a chase email to the underwriter and posts a one-line digest in #mta on Slack.

Integrations Used

  • Gmail — the MTA mailbox trigger, the endorsement request draft to the insurer, the acknowledgement draft to the client
  • Google Forms — the alternative MTA web form (optional)
  • Google Sheets — the Policies, Insurers, Binders, and MTA Tracker
  • Google Drive — the supporting documents folder per MTA
  • Slack — the daily digest of outstanding MTAs awaiting the insurer

Who This Is For

Commercial and SME broker desks handling routine mid-term adjustments on motor fleet, property, commercial combined, PI, and cyber, where the volume is not enough to justify a dedicated MTA team but where the cases that lapse through the cracks carry real exposure — and where the broker carries binder authority on some lines and not others.

Time & Cost Saved

An account handler processing MTAs by hand typically loses 15 to 25 minutes per case on the back-and-forth between the client email, the Policies sheet, the underwriter's email format, and the tracker — plus the time spent every Friday chasing the insurer for the cases that have not come back. This workflow turns each MTA into a five-minute review of two drafts and a tracker entry, and the daily chase scan stops the cases that previously sat in someone's drafts from drifting past the agreed turnaround.