Stop manually sorting emails into spreadsheets. Automatically convert inbound correspondence into structured cases with the right priority, owner, and SLA from the moment they arrive.
Insurance operations teams receive hundreds of inbound emails daily — from brokers, policyholders, loss adjusters, solicitors, and capacity providers. Without automation, each email must be manually read, categorised, and forwarded to the correct handler. This creates bottlenecks, delays response times, and introduces the risk of emails being lost or misrouted.
In delegated authority environments, the stakes are even higher. A missed email from a capacity provider or an overlooked bordereaux query can lead to compliance breaches and strained relationships. Teams spend hours each day on low-value sorting work instead of handling substantive insurance tasks.
The result is inconsistent service levels, difficulty tracking response times, and no clear audit trail linking an inbound email to the case it generated. When regulators or auditors ask for evidence of timely handling, teams scramble to reconstruct what happened.
Email-to-case automation captures inbound emails from shared mailboxes, parses their content, and automatically creates structured workflow cases. Using configurable rules, the system identifies the email type — whether it is a new claim notification, a broker query, a complaint, or a document submission — and routes it to the appropriate workflow with the correct priority and SLA.
Each case is enriched with metadata extracted from the email: sender details, policy references, attachments, and timestamps. Handlers see a clean, structured case rather than a raw email thread, enabling faster decision-making and consistent processing.
The full audit trail — from email receipt to case creation to resolution — is captured automatically, providing the evidence base needed for FCA compliance, internal audits, and capacity provider reporting.
Follow these steps to transform your inbound email handling from a manual bottleneck into an automated, auditable workflow.
Map every shared mailbox your operations team monitors. Categorise the types of emails received — new claims, broker queries, complaints, document submissions, capacity provider correspondence — and note the volume and urgency of each category. This baseline tells you where automation will deliver the greatest impact.
For each email category, define which workflow it should trigger, who should own it, and what SLA applies. Specify the rules the system will use to classify emails — keywords in the subject line, sender domain, attachment types, or policy reference patterns.
Connect your shared mailboxes to the workflow platform. Configure email parsing rules to extract key data: sender name, email address, subject line, body text, attachments, and any structured references like policy or claim numbers. Map these fields to the corresponding case data fields.
Create workflow templates that are triggered by inbound emails matching your routing rules. Each workflow should automatically populate the case with parsed email data, assign it to the correct team or handler, set the priority, and start the SLA clock.
Configure automatic acknowledgement emails to senders where appropriate — for example, confirming receipt of a complaint or a new claim notification. Set up internal notifications so handlers are alerted immediately when a high-priority case is created.
Run the automated system alongside your existing manual process for two to four weeks. Compare the automated case classifications against manual decisions to identify gaps in your routing rules. Adjust rules based on misclassifications before going fully live.
After go-live, track key metrics: emails processed, cases created, misrouted cases, average time from email receipt to case creation, and SLA adherence. Use this data to continuously refine your routing rules and improve classification accuracy.
Reduce the number of shared mailboxes to the minimum necessary. Fewer inboxes mean simpler routing rules and less chance of emails falling through gaps between teams.
Emails from known broker or capacity provider domains can be automatically classified with high confidence, reducing reliance on keyword-based parsing for your most important correspondence.
Always store the original email (including headers) as an attachment to the case record. This provides an unalterable audit trail and is essential for regulatory evidence.
Build explicit handling for unclassifiable emails, emails with missing data, and emails that match multiple categories. A well-designed exception queue prevents automation from creating inaccurate cases.
Use the email received timestamp — not the case creation timestamp — as the SLA start time. This ensures your SLA reporting accurately reflects the customer or partner experience.
Document every mailbox, its volume, and current routing process.
Each email type mapped to a workflow, owner, and SLA.
Especially for complaints and new claim notifications.
Tracking volume, accuracy, and SLA adherence.
Score your operational efficiency and estimate how many weekly hours your team spends on manual policy admin tasks.
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See how SwiftCase can convert your inbound emails into structured, auditable insurance workflows — with no manual sorting required.
