Scenario 1: Fire Warnings and Restricted Areas

Situation:
An agent is helping a customer request a homeowners insurance quote for a property located in a region experiencing wildfire risks. The firm has temporarily stopped writing new policies in these "hot zones" for a specified date range.

Co-Pilot Guide:

1. Alert Agent:

   • Display an immediate warning: "New policies cannot be issued in this area due to current wildfire warnings."

   • Highlight affected ZIP codes and the restriction period (e.g., July 15, 2024 - September 30, 2024).

2. Verify Property Address:

   • Prompt the agent to confirm the customer's property address and cross-check against the restricted area database.

3. Provide Next Steps:

   • For Denied Quotes: Offer a script to explain the situation to the customer, including a timeline for when quotes may resume.

   • For Existing Policyholders: If the customer is renewing or modifying an existing policy, proceed with underwriting guidelines.

4. Documentation:

   • Log the customer's inquiry and reason for policy denial in the case record.

   • Attach a copy of the firm’s restricted policy issuance notice.

Workflow Rule :

Rule Name: Restrict_New_Policies_Fire_Warning

1. Evaluation Criteria: Created or edited to meet criteria.

2. Rule Criteria:

   Policy Type = 'Homeowners' AND Region = 'Wildfire Zone' AND Effective Date >= '2024-07-15' AND Effective Date <= '2024-09-30'

3. Actions:

   • Immediate Actions:

     • Display Co-Pilot guide for fire warnings.

     • Update Policy Issuance Status to Restricted.

     • Notify agent with a banner: "New policies in this area are currently restricted."

Scenario 2: Severe Weather Warnings

Situation:
The firm has stopped issuing new auto insurance policies in a coastal region due to an impending hurricane.

Co-Pilot Guide:

1. Alert Agent:

   • Display a notification: "New auto insurance policies are restricted in coastal regions under hurricane watch until the weather warning is lifted."

2. Verify Customer Location:

   • Use the integrated mapping tool to verify if the property or residence falls within the hurricane-affected zones.

3. Provide Alternative Solutions:

   • Suggest temporary coverage options if the customer urgently needs insurance (e.g., a non-standard insurer willing to take the risk).

4. Escalation Guidance:

   • If the customer escalates, route them to a supervisor or policy specialist trained in exceptions and regional risks.

5. Documentation:

   • Log the customer’s request and notify them of updates once restrictions are lifted.

Scenario 3: Regulatory Changes

Situation:
New state regulations restrict issuing life insurance policies for customers in specific age groups unless additional health screenings are performed.

Co-Pilot Guide:

1. Screen Criteria:

   • Prompt agents to input the customer’s age and health information into the system.

   • If the customer falls into the restricted group, display: "Regulations require additional health screenings for customers aged 60-75. Proceed to schedule a medical exam before quoting."

2. Schedule Exams:

   • Offer agents a quick link to book third-party health screenings for the customer.

3. Quoting Options:

   • Allow quoting contingent on the screening results.

   • If ineligible, guide the agent on alternative policy options (e.g., term vs. whole life).

4. Follow-Up:

   • Automatically create a follow-up task to update the quote once the screening is complete.

Scenario 4: High-Crime Areas

Situation:
The firm has introduced additional underwriting requirements for new auto policies in regions with high crime rates.

Co-Pilot Guide:

1. Alert Agent:

   • Display: "This area has additional requirements for theft and vandalism coverage. Complete the following steps to proceed."

2. Underwriting Guidance:

   • Prompt the agent to include additional security documentation, such as proof of anti-theft devices or a garage address.

   • Require manual review by the underwriting team before policy approval.

3. Next Steps for Customers:

   • Provide a checklist for customers detailing required documentation.

4. Internal Documentation:

   • Flag the case as “Pending Underwriting Review” and attach customer-provided documents for seamless processing.

Workflow Rule Example for Scenario 1:

Rule Name: Restrict_New_Policies_Fire_Warning

1. Evaluation Criteria: Created or edited to meet criteria.

2. Rule Criteria:

   Policy Type = 'Homeowners' AND Region = 'Wildfire Zone' AND Effective Date >= '2024-07-15' AND Effective Date <= '2024-09-30'

3. Actions:

   • Immediate Actions:

     • Display Co-Pilot guide for fire warnings.

     • Update Policy Issuance Status to Restricted.

     • Notify agent with a banner: "New policies in this area are currently restricted."