FS-DOC-03Operations
Process Runbook / SOP
Insurance Renewal Management
[YourCompany.com] · Legal / Compliance Department · Prepared by FullSpec · [Today's Date]
This runbook is the day-to-day operating guide for anyone responsible for insurance renewals at [YourCompany.com]. It explains how the automated process works, what the system handles without your involvement, where your input is needed, and what to do when something does not go to plan. FullSpec builds and maintains the automation end to end. Your role is limited to reviewing flagged exceptions, signing off approvals via DocuSign, and keeping the underlying data sources accurate.
01Process overview
The Insurance Renewal Management automation monitors your Notion policy register every day and takes action the moment any policy enters the 90-day expiry window. It sends a templated quote request to the broker, chases automatically if no reply arrives, extracts and compares the returned quote against the prior policy using AI, posts a structured summary to Slack for your review, routes the formal approval request via DocuSign, and then closes the loop by notifying the broker, creating a draft bill in Xero, and updating the policy register, all without anyone needing to initiate or coordinate the chain. The only regular human input is reviewing the comparison summary and deciding whether to escalate a coverage concern before DocuSign fires.
Process name
Insurance Renewal Management
Trigger
A policy expiry date enters the 90-day window in the Notion policy register (checked daily)
Final output
Signed approval recorded, broker notified, draft bill created in Xero, and Notion policy register updated with new coverage dates and next renewal trigger
Agents running
Renewal Tracker Agent, Quote Comparison Agent, Approval and Completion Agent
Tools involved
Notion, Google Workspace (Gmail), HubSpot, Slack, DocuSign, Xero
Weekly volume
6 to 20 policies renewed per year, clustered into 2 to 4 peak periods; continuous daily monitoring
Human checkpoint
Review the Quote Comparison Agent summary in Slack and decide whether to escalate a material coverage change before DocuSign sends the approval request (~15 minutes per renewal)
Process owner
Compliance Manager
Process Runbook / SOPPage 1 of 4
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02Step-by-step: what happens and who acts
What you actually need to do: Your only regular action in this process is to read the comparison summary posted to Slack by the Quote Comparison Agent, check whether any flagged coverage changes require escalation or renegotiation, and then proceed (or raise an exception). DocuSign handles the formal sign-off, and the system completes everything else automatically after that point.
Step
What happens
Who acts
Type
1
The automation platform checks the Notion policy register each day. When any policy enters the 90-day expiry window, the Renewal Tracker Agent triggers and begins the renewal sequence for that policy.
Renewal Tracker Agent
Automated
2
A templated renewal quote request email is sent from Gmail to the broker contact stored against that policy record in Notion. The email includes the policy number, expiry date, and a summary of current coverage.
Renewal Tracker Agent
Automated
3
The outreach is logged in HubSpot and a 7-day chase timer is started. If no quote is received before the timer expires, a follow-up email is sent to the broker automatically. This repeats at the 60-day, 30-day, and 7-day windows as needed.
Renewal Tracker Agent
Automated
4
When the broker quote arrives and is uploaded to the designated intake folder or forwarded to the intake email address, the Quote Comparison Agent reads the document and extracts the key financial and coverage terms, including premium, excess, exclusions, and coverage limits.
Quote Comparison Agent
Automated
5
The agent compares the extracted terms line by line against the prior policy record stored in Notion. It calculates the premium delta, identifies any changes to coverage or exclusions, and assembles a structured plain-English comparison summary.
Quote Comparison Agent
Automated
6
The comparison summary is posted to the designated Slack compliance channel. If the premium increase exceeds the configured threshold or if a material coverage change is detected, the summary is flagged and you are asked to review it before the approval request is sent. You review the summary, check whether any change warrants escalation or renegotiation, and either proceed or raise an exception. This step takes approximately 15 minutes.
Compliance Manager
Human
7
Once no material escalation is raised (or once any exception is resolved), the Approval and Completion Agent sends the comparison summary and the broker quote to the CFO or nominated approver via DocuSign for formal one-click sign-off.
Approval and Completion Agent
Automated
8
When DocuSign records the signed approval, the system automatically sends a confirmation email to the broker from Gmail, accepting the quote and requesting the final policy documents and invoice.
Approval and Completion Agent
Automated
9
The broker invoice is used to create a draft bill in Xero, assigned to the correct supplier record and account code. The Notion policy register is updated with the new policy number, premium, coverage dates, and next renewal trigger date.
Approval and Completion Agent
Automated
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FS-DOC-03Operations
03Handling exceptions
Situation
What the system does
What you do
A policy record in Notion is missing required data (broker contact, expiry date, or policy number)
The Renewal Tracker Agent detects the incomplete record and posts an alert to the Slack compliance channel, naming the specific field that is missing. The renewal sequence for that policy is paused and does not proceed until the record is complete.
Open the Notion policy register and fill in the missing field. Once saved, the agent picks up the record on its next daily check and resumes the sequence automatically.
A duplicate policy entry is detected in Notion (same policy number or broker with overlapping dates)
The system flags the duplicate in Slack and halts outreach for both records to avoid sending conflicting emails to the broker. It does not merge or delete either record.
Review the two records in Notion, archive the duplicate, and confirm the correct record is complete. The agent resumes on the next daily check.
The broker does not respond to the quote request or any of the automated chase emails within the full chase sequence
After the final 7-day pre-expiry chase fires and no quote is logged in HubSpot within 48 hours, the system posts a high-priority alert to Slack noting that the policy is at risk of lapsing.
Contact the broker directly by phone or via an alternative contact. Once a quote is obtained, upload it to the intake folder or forward it to the intake email address so the Quote Comparison Agent can proceed.
The broker quote arrives in a format the agent cannot reliably extract (for example, a scanned image PDF with no selectable text)
The Quote Comparison Agent posts a Slack alert indicating that document extraction confidence is below the acceptable threshold. The comparison step is paused.
Ask the broker to resend the quote as a text-based PDF or in any other machine-readable format. Alternatively, email FullSpec at support@gofullspec.com to discuss adjusting the OCR settings for that broker's format.
The DocuSign approval request is not signed within 48 hours (approver unavailable or has not acted)
The Approval and Completion Agent sends an automated reminder to the approver via DocuSign. If the request remains unsigned after a further 24 hours, a Slack notification is posted to the compliance channel flagging the outstanding approval.
Chase the approver directly via Slack or phone and ask them to complete the DocuSign request. If the approver has changed, contact FullSpec at support@gofullspec.com to update the routing configuration.
Xero is unavailable or the bill creation step fails due to a missing supplier record or account code
The Approval and Completion Agent retries the Xero bill creation up to three times over a 30-minute window. If all retries fail, a Slack alert is posted with details of the failure and the relevant invoice information.
Check that the insurer exists as a supplier in Xero and that the correct account code is assigned. Create the bill manually in Xero using the details in the Slack alert, then notify FullSpec at support@gofullspec.com so the missing record can be added for future renewals.
04Who to contact and when
Fill in the rows marked with placeholders once your team is confirmed. The FullSpec rows are fixed and do not need to be changed.
Role
Name
How to reach them
Process owner (Compliance Manager)
[Your name]
[Email / Slack handle]
Approver (CFO / Business Owner)
[Approver name]
[Email / Slack handle]
Accounts contact (Xero bills)
[Accounts name]
[Email / Slack handle]
Broker contact (primary)
[Broker name and company]
[Email / phone]
FullSpec builder
FullSpec team
support@gofullspec.com
FullSpec support
FullSpec support
support@gofullspec.com
Contact FullSpec at support@gofullspec.com for any of the following: an agent stops firing, a Slack alert references a system error, DocuSign routing needs to be updated for a new approver, a new broker format cannot be extracted, or you want to adjust the premium threshold that triggers a material-change flag.
Process Runbook / SOPPage 3 of 4
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05Ongoing maintenance
Whenever a new policy is added or an existing policy changes insurer, broker contact, or coverage structure
Update the Notion policy register with the correct policy number, broker contact details, expiry date, coverage summary, and Xero supplier reference. The automation reads directly from this register, so any gap or outdated entry will affect the renewal sequence.
Compliance Manager
Whenever a broker quote request template or comparison summary format needs updating (for example, the business changes its standard coverage requirements or approval format)
Email FullSpec at support@gofullspec.com with the required changes. The FullSpec team updates the email templates, comparison logic, or Slack summary format and confirms when the change is live.
Compliance Manager requests, FullSpec implements
Monthly spot-check (first working day of each month)
Open the Slack compliance channel and confirm that the Renewal Tracker Agent has posted expected daily-check confirmations. Check HubSpot to verify that all active policies in a renewal window have logged outreach. Review the Notion register for any policies without a logged renewal sequence.
Compliance Manager
Weekly error-log review (end of each working week)
Check the Slack compliance channel for any amber or red alert messages posted by any of the three agents. Note any unresolved items and either resolve them directly using the exception guidance in Section 03 or contact FullSpec if the issue is system-level.
Compliance Manager
Whenever there is a team change (new approver, new compliance manager, change of broker contact)
Update the contact details in the Notion policy register immediately. For approver routing changes in DocuSign, contact FullSpec at support@gofullspec.com so the configuration can be updated before the next renewal cycle runs.
Compliance Manager notifies FullSpec
Quarterly volume and threshold review (every three months)
Review the number of renewals processed in the quarter, check whether any material-change flags were triggered unnecessarily or missed, and assess whether the configured premium threshold still reflects the business's risk tolerance. Share any adjustments needed with FullSpec.
Compliance Manager with FullSpec
The single most common maintenance issue for this process is an out-of-date Notion policy register. If broker contact details, expiry dates, or Xero supplier references are not kept current, the Renewal Tracker Agent will either send outreach to the wrong address or pause the sequence with a missing-data alert. A quick audit of all active policy records at the start of each quarter takes less than 30 minutes and prevents the majority of exception alerts from arising.
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