Acheiving Insurance Brokerage Autonomy

EgR is experiencing sustained growth across Quebec, operating through six offices and more than 250 highly specialized professionals, brokers, risk prevention experts, legal advisors, and claims specialists.

As volume and complexity increased, a structural challenge became unavoidable: growth was outpacing operational uniformity.

Despite strong expertise, 40% of operational time was still consumed by manual or semi-manual tasks — data entry, document generation, policy processing, reporting, and follow-ups — spread across fragmented systems. This created variability between offices, longer turnaround times, rising fixed costs, and limited scalability.

EgR needed more than automation. They needed a new operational backbone.

The Challenge

EgR faced three compounding constraints:

1. Operational drag: A significant share of expert time was absorbed by repetitive administrative work.

2. Inconsistent execution: Differences in tools and workflows introduced variability in service quality and increased operational risk.

3. Rigid legacy systems: Fragmented architectures limited agility while driving recurring costs.

The strategic question was clear: how could EgR scale volume and complexity without scaling headcount, while preserving excellence?

The Solution

Horizon, EgR’s AI Productivity Platform built on RakerOne.

EgR partnered with CloudRaker to deploy a managed, AI-powered operational platform combining RakerOne and Microsoft Dynamics 365 Business Central.

Rather than a one-off transformation, Horizon operates as a Operating Platform, continuously activating, optimizing, and governing AI-native workflows across the organization.

AI is embedded where it creates leverage:

• Document-heavy automation

• Workflow standardization across offices

• Expert assistance, not replacement

• Built-in governance, permissions, and auditability

Featured Capabilities

Operate — Orchestrates end-to-end insurance workflows across teams and offices, replacing manual coordination with structured, automated execution.

• Policy creation and renewals

• Task assignment, approvals, and follow-ups

• Placement requests and underwriting coordination

• Prevention visit requests and scheduling

Transform — Converts unstructured inputs into production-ready outputs at scale.

• Automated generation of policies, certificates, and coverage summaries

• Intelligent extraction and annotation of insurer documents

• Automated comparison of guarantees between proposals and policies

• Centralized document libraries with templates and client records

Assist — AI assists EgR teams directly within their daily tools, reducing cognitive and administrative load without removing human control.

• Dictation and transcription of expert notes

• AI-assisted drafting of correspondence and summaries

• Context-aware assistance grounded in client and policy data

Integrate — Connects seamlessly with EgR’s core systems to eliminate duplication and fragmentation.

• Microsoft Dynamics 365 Business Central

• Outlook, SharePoint, and Exchange

• Insurer platforms and eDoc protocols

• Risk Zone Assessment Map

Sign — Legally binding electronic signatures are embedded directly into workflows.

• Certificates, policies, and authorizations signed without leaving the platform

• Full audit trails and long-term validation

• PIPEDA-compliant signature operations

Protect — Enforces security, compliance, and accountability at every step.

• Role-based permissions by user and module

• Full activity logs and audit trails

• Secure data handling and AI guardrails

• Centralized policy enforcement across offices

Optimize — Enables continuous optimization of autonomy and performance.

• Fine-tuning AI models by task (extraction vs. reasoning)

• Refining workflows and automation rules

• Monitoring adoption, usage, and performance

• Ongoing expert-led process optimization

Outcomes

• 50% reduction in turnaround times

• 4–8 hours saved per employee per week

• Direct software and infrastructure savings

• Projection is to reach 85% automation of critical processes within 18 months