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Premium Finance Default Chase

Example prompt: "When our premium-finance provider notifies us that a client's direct debit has failed, contact the client the same day to sort it out, log it on our register, and red-alert me on Slack if it is still unresolved as we get close to the cancellation date."

The Problem

The premium-finance provider sends through a missed-direct-debit notification on Wednesday. The account handler sees it on Thursday afternoon, drops a one-line note to the client, hears nothing back over the long weekend, and on Tuesday morning the finance provider's cancellation notice has been served. The client is unhappy because they thought a missed payment was a missed payment, not a cover-cancellation event. We are unhappy because we earn the commission on the policy and have a clawback if the cover is cancelled mid-term. The cases that hurt are the ones where the client had simply changed banks and nobody noticed.

How GloriaMundo Solves It

We build a workflow that fires when a default notification arrives from the premium-finance provider (by email or by a row arriving on the provider's portal). An LLM step extracts client_name, policy_reference, instalment_amount, default_date, and the provider's stated cancellation_date. An integration step writes a row to the Premium Finance Defaults register, an LLM step composes a same-day client email asking them to confirm whether the bank details have changed or whether a top-up payment is needed, and an integration step saves it as a Gmail draft for the account handler. A scheduled step runs every weekday, bands open defaults by days_to_cancellation_date (5, 3, 1, 0), and escalates each band — band-3 red-alerts in #service, band-1 escalates to the producer for a phone call, band-0 escalates urgently with a clear note that cover is about to lapse. Every chase is logged with a (default_row_id, band) idempotency key. Glass Box preview shows every draft and every alert before they go out.

Example Workflow Steps

  1. Trigger (integration): A default notification arrives from the premium-finance provider — either as an email to the broker mailbox or as a new row on the provider's CSV export filed in Drive on a daily schedule.
  2. Step 1 (llm): Extract client_name, policy_reference, instalment_amount, default_date, and the provider's stated cancellation_date.
  3. Step 2 (integration + code): Write a row to the 'Premium Finance Defaults' register with default_row_id allocated as 'PFD-[YYYY]-[6-digit sequence]', status 'Open'. Dedupe on (policy_reference, default_date) so a re-sent notification does not duplicate.
  4. Step 3 (llm): Compose a same-day client email — a polite line that the direct debit did not collect on the stated date, an ask for confirmation of whether bank details have changed or a top-up is needed, and a clear note of the cancellation date and what it means for cover.
  5. Step 4 (integration): Save the client email as a Gmail draft. Persist gmail_initial_draft_link to the Defaults register row.
  6. Step 5 (scheduled, weekday): Every weekday at 8am, read the Defaults register filtered to status 'Open'. For each row, compute days_to_cancellation_date and bucket into a band — 5, 3, 1, or 0.
  7. Step 6 (code, gate): Dedupe on (default_row_id, band) against the 'Defaults Chase Log' tab; a row already chased at this band halts; otherwise write a provisional row.
  8. Step 7 (llm + integration + conditional): For band 5, draft a follow-up email referencing the previous note. For band 3, red-alert in #service on Slack with the producer tagged and draft a stronger client email. For band 1, escalate to the producer for a phone call with a clear note that cover lapses tomorrow if unresolved. For band 0, escalate urgently to the producer and copy the compliance officer.
  9. Step 8 (integration): When the client confirms a top-up payment or revised bank details (via reply or via the account handler marking the row 'Resolved' on the register), flip the Defaults register row to status 'Resolved' and stop the chase ladder for that row.

Integrations Used

  • Gmail — the default-notification trigger, the same-day client email draft, the escalating chase drafts
  • Google Sheets — the Premium Finance Defaults register and the Defaults Chase Log
  • Slack — the #service channel for band-3 red alerts and the producer escalations at band-1 and band-0

Who This Is For

Commercial and personal-lines brokers placing premium-financed policies through external providers (Premium Credit, Close Brothers Premium Finance, in-house DD facilities) where a missed instalment can lead to mid-term cancellation, clawback of commission, and an unhappy client. Particularly relevant for brokers serving SME clients on quarterly or monthly instalments where banking errors and short-term cashflow gaps drive most defaults.

Time & Cost Saved

An account handler triaging twenty defaults a month by hand typically spends three to four hours on first-contact emails alone and loses one or two cancellations a year that nobody chased hard enough — each cancellation costing the broker the clawback on the unearned commission plus the time to re-place the cover under salvage terms. This workflow turns the first-contact into a ten-minute review of pre-drafted emails and ensures the cancellation-imminent cases are escalated before the lapse rather than after.