Co-agent workflow for insurance CSRs and producers
Co-agent workflow for insurance CSRs and producers
Producers and CSRs often split the chase
In a typical Ontario brokerage, the producer quotes and advises while the CSR chases documents, follows up with clients, and prepares submission packages.
That division works until documents scatter:
- The producer asks for an abstract in a text message
- The CSR follows up by email
- The client uploads to a carrier portal
- Nobody updates the BMS client folder until bind
Two people working the same file without a shared system creates duplicate follow-ups and missing items discovered late.
What co-agent access solves
Hivi-X co-agent lets a producer invite one secondary user — a CSR, account manager, or backup producer — to a specific client record.
The co-agent can:
- View the client checklist and submission status
- Upload documents received by phone or email
- Approve or reject client portal submissions
- Add voice notes and review AI summaries (Professional plan)
They access only the clients they are invited to — not the producer's entire book.
A practical CSR workflow
- Producer opens the client file and attaches a personal auto or renewal checklist.
- Producer invites the CSR as co-agent on that record.
- Client uploads through the my-id.ca portal; CSR uploads items that arrive offline.
- CSR tracks missing items on the checklist dashboard — not in a personal spreadsheet.
- Producer reviews when the file is complete and exports the PDF for BMS upload.
The producer stays accountable for advice and placement. The CSR owns follow-through on intake — on the same record.
Why this matters for Principal Brokers
RIBO spot checks sample files across a brokerage. When every producer uses a different intake method — email for some, shared drives for others — principals cannot see completeness until they open each file manually.
Standardized checklists plus co-agent handoffs mean:
- CSRs complete intake the same way every time
- Missing items are visible before bind
- Exportable PDF packages look consistent for compliance review
Hivi-X does not provide multi-seat brokerage RBAC, producer performance dashboards, or BMS user management. Co-agent is scoped access for document collection — a focused handoff tool.
Enterprise plan
Co-agent workflows are highlighted on the Enterprise plan ($99 CAD/month) for brokerages. Smaller teams on Professional can also use co-agent per client.
Start a free trial and invite your CSR to the next intake file.
Answers are general operational information only — not legal, tax, regulatory, clinical, privacy, immigration, or professional advice. Requirements vary by matter, client, and regulator.
Frequently asked questions
- How many co-agents can access one client file?
- One secondary user per client record in the current product. Co-agent access is scoped to that client's files and checklists.
- Can a CSR approve client uploads?
- Yes, if the co-agent has access to the client record. Producers and CSRs can approve or reject checklist submissions per your brokerage workflow.
- Does co-agent replace multi-seat BMS licensing?
- No. Hivi-X co-agent is scoped document-collection access — not full brokerage RBAC or BMS user management.
Organize broker client files without the email chase
Hivi-X helps Ontario insurance brokers collect application documents with reusable checklists, a Canadian-hosted client portal, self-hosted AI summaries, and exportable PDF packages for Applied, Epic, SIG, or your BMS. Hivi-X is document-collection software — it does not replace your BMS or guarantee RIBO compliance.
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