How an AI Agent Handles Quotes and Renewals From Start to Finish
For a brokerage firm, a file is often won or lost on follow-ups: the missing document, the quote left unanswered, the forgotten renewal date. Here is the full path of a file with Ben, the Orvel AI assistant for insurance and mortgage brokers. Ben prepares, gathers and follows up; the broker advises, decides and stays responsible.
The principle: Ben prepares, the broker advises
A firm can entrust reception, information gathering and document follow-up to an AI agent on one condition: the agent does nothing that requires an AMF certificate (the AMF, or Autorité des marchés financiers, regulates the distribution of financial products in Quebec). The Act respecting the distribution of financial products and services prohibits acting as a representative, or presenting oneself as one, without a certificate (s. 12).
In practice, Ben never gives advice, never binds coverage and never confirms a loan. It never presents itself as a broker. Its messages state clearly that advice and recommendations come from the broker.
Step 1: the request and the acknowledgment
As soon as a file is created, the planned rule is to acknowledge receipt the next day and send the list of documents to provide. The template message says thanks, announces that a broker will take charge of the request, then invites the person to prepare the documents. It always carries the firm's name.
Ben distinguishes, within the same record, an insurance file (auto, home, business) from a mortgage file (pre-approval, purchase, renewal, refinancing), because they do not have the same documents or the same timelines.
Step 2: collecting the documents
Documents are collected one by one: renewal notice, loan statement, pay stubs, notice of assessment, proof of down payment. Ben sends the list adapted to the type of file, offers a secure upload by link and shows at a glance which one is missing. If a document is hard to find, the message invites the client to say so.
Three days after collection begins, Ben checks the documents received and follows up on the missing ones with a short text. After seven days with nothing received, it flags the file to you so that someone calls.
- A document list adapted to each type of file.
- One place for the documents, attached to the client's file.
- A human flag when the file goes quiet.
Step 3: the complete file handed to the broker
When the file is complete, Ben hands it to the broker with a summary and checks that the needs analysis is recorded. That analysis is the broker's responsibility: an insurance representative must inquire about the client's situation, advise the client and, before the contract, describe the product and specify the exclusions (s. 27 and 28); a mortgage broker has similar obligations (s. 58.1 and 58.2). Ben prepares the information; the broker advises.
The client receives a message saying that the file is complete and when the broker will make contact. Advice always comes from the broker, not from the message.
Step 4: the quote and its follow-up
The broker prepares and sends the quote. Three days later, Ben follows up with the client: has there been time to look at it? It offers a call with the broker rather than explaining the quote itself.
When a file is submitted to several insurers or lenders, Ben helps avoid mixing document versions, but it does not compare offers and recommends nothing.
Step 5: closing, then renewal
After closing, Ben confirms that the client received the final documents and records the due date in the file. That date feeds the renewal reminders, for example at 90, 60 and 30 days before the due date.
In mortgages, several lenders allow renewal up to 120 days ahead, so the follow-up must start early. The reminder invites the client to take stock, and a broker contacts them again. Because the reminder is commercial, it is only sent if consent allows it, and it always offers a way to unsubscribe.
What Ben never does
Let's recap the guardrails: no advice, no binding of coverage, no loan confirmation, no identity verification in place of the broker (Ben may ask for the documents; the verification stays with the broker), no disclosures in place of the mortgage broker (Ben gives the firm's name; the disclosures stay with the broker). You approve messages before they go out.
A brokerage file moves forward when the documents arrive and the follow-ups go out on time, and that is where Ben works for you. Advice, decisions and responsibility stay with your firm.
General information, not legal advice. Check with your professional order or the official source.
Questions
Can Ben tell me which quote to choose?
No. Ben never gives advice and recommends no quote. It can offer a call with the broker, who remains responsible for the advice.
Who records the needs analysis?
The broker does it and records it. Ben only checks, before the file is handed over, that the record is in the file.
Does Ben send renewal reminders to every client?
No. It is a commercial message: it assumes valid consent and must offer a way to unsubscribe.
Official sources
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