Established in 1974, Mackay Insurance is a mid-sized, independent insurance brokerage based in Belleville, Ontario. They have nearly 50 years of personal lines expertise under their belt and deliver home and auto policies to thousands of clients across Eastern Canada.

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Under the leadership of President Bruce Mackay, who took over the company from his father 33 years ago, the brokerage continually seeks intelligent ways to leverage technology to enhance both client and employee experiences. Their dedication to innovation and improvement led them to partner with Quandri to optimize their renewal review process, and in doing so, the brokerage has:

• Successfully repurposed more than 200 hours of broker time per month
• Achieved 35x faster client renewal reviews
• Reduced brokerage overheads by 67%

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Facing a growing backlog, Mackay needed to regain time and deliver client value

Back in 2022, the leadership team at Mackay Insurance set themselves one fundamental goal: Automate, Rethink, Contact. Acronymed as ARC, this goal was the embodiment of exactly what the brokerage needed to overcome — to automate and rethink internal workflows so they could spend more time in contact with clients. 

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A big part of achieving ARC was rethinking how brokers approached renewal reviews, which was (and remains to be) a critical touchpoint for driving client retention year after year. It wasn’t long before the team realized they were spending a large portion of their days sifting through carrier documentation and manually reviewing client policy information, and that it was impeding on more value-adding initiatives like speaking to clients on the phone, building trust and rapport, and offering strategic guidance during renewals.

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In addition to rethinking their approach to renewal reviews, Mackay Insurance also faced another problem: call volumes were increasing and there was a growing renewal backlog to get through, which was impacting their ability to proactively speak with clients ahead of their renewal.

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To keep up with this demand, Mackay Insurance faced an increase in their overheads, as they were going to need to hire an additional staff member to focus solely on the renewal process. 

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It was clear to everyone at Mackay that their current process wasn’t working. It took anywhere from three to five weeks from the time the renewal documents came in to when their team could actually get to them for review. Importantly, this meant they were losing opportunities to build value with clients by proactively reaching out with any opportunities for them to save money with bundling options, change insurance carriers, or to upsell and cross-sell them with missing coverage options.

“Renewals would come in daily and the assigned TSR would then manually review the documents. But due to volume, there was continually a backlog. This led to clients calling in before brokers had a chance to see any issues in their renewals. We were looking for a better solution to this problem, and knew automation was the answer.”

• Holly Phillips, Brand Manager, Mackay Insurance Brokers

Bruce was in desperate need of an immediate solution, and he didn’t have six months to hire, onboard, and train new staff. When he found Quandri, he saw a game-changing opportunity: deploy the Renewal Reviews capability to dramatically speed up renewal reviews, removing the backlog and freeing up the team’s time to focus on their greatest strength — advising clients.

How Quandri delivered streamlined renewal reviews

Mackay Insurance had a unique and legacy renewal workflow already in place, and it was important to the team to configure their renewal intelligence tool to suit their specific requirements. With Quandri covering every step of their renewal review process, brokers at Mackay could now review renewals within a day or two, rather than waiting weeks. Essentially, they had all the information they needed upfront, including premium changes, coverage modifications and key talking points. And as the review process became more consistent, brokers started naturally using their time to pick up the phone and proactively call clients about their policy changes.

The results: Faster reviews, stronger client relationships and increased policy retention

Implementing Quandri’s Renewal Reviews capability has had a significant impact on Mackay Insurance. From a financial standpoint, it has reduced the cost of their renewal process by 67% and repurposed 200 staff hours every month toward other priorities, including more direct customer engagement and revenue generation activities.

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Beyond cost savings, Quandri’s renewal intelligence platform has dramatically improved Mackay’s ability to respond quickly to client changes — reviews are now processed as soon as documents are received, allowing the team to identify and address any impending policy challenges immediately.

Fundamentally, Quandri has also helped Mackay Insurance respond to at-risk clients faster, improving retention rates by empowering brokers with the time to proactively reach out and offer solutions to clients before clients started calling in. 

In fact, due to the success of this implementation, Bruce Mackay and the Quandri team are already planning for the next evolution of intelligent renewal automation — introducing upgraded features like Quandri’s Policy Requoting capability to further support the team.

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To learn more about how Quandri's AI-powered renewal intelligence platform can help your personal lines insurance agency retain more clients, improve efficiency and empower your team to work proactively, email us at hello@quandri.io or book a demo here.