Billyard Insurance Group (BIG) focused on workflows that would immediately reduce workload and enhance client communication:

• New Business Welcome Series
  A sequence of automated emails that continue delivering value to new clients post-sale.
• Billing and Policy Change eDelivery
  These workflows eliminated much of the manual follow-up required by admin staff and accelerated client service.

“The goal was to automate the emails that have the biggest impact. Billing and policy updates were a no-brainer.”

How Did Clients Respond to eDelivery?

How have customers responded to receiving electronic policies? Any pushback?

“We’ve been paperless for a while, so the transition was more noticeable internally than externally,” Charlotte explains.
“Our Managing Partners and teams welcomed it because it made their lives easier. And as more workflows go live, we expect even more positive feedback from clients.”

This aligns with broader industry trends — customers are increasingly expecting instant digital access to their policies and documents, especially on mobile.

Advice for Brokers Considering eDelivery

What advice would you give to other brokerages transitioning to eDelivery?

Charlotte’s advice is clear:

“Invest time upfront to map out your automation goals. Focus on the areas that will create the biggest business impact — especially where it helps reduce manual processes or improve customer communication.”

What’s Next for BIG? More Automation & Cross-Sell Opportunities

Are there other automated campaigns you’re activating?

With a large and growing customer base, BIG sees huge potential in insurance automation for cross-selling. Using Pathway’s segmentation tools, they’re now identifying gaps in client coverage and delivering targeted offers — automatically.

“For instance, we can offer life insurance to clients with a mortgage. Automation helps us surface these opportunities without manual digging.”

Results Recap: The Impact of eDelivery + Insurance Automation

• ⏱️ Time Saved: Fewer manual tasks for admin = more focus on service
• 📬 eDelivery: Digital policies sent automatically, 24/7
• 🤝 Stronger Client Experience: Faster follow-ups and personalized journeys
• 📊 Growth-Ready: Scalable workflows for onboarding, renewals, and upselling

The Future of Insurance Automation with eDelivery

Billyard Insurance Group’s success shows that insurance automation and eDelivery aren’t just trends — they’re essential for modern brokerages. By embracing paperless workflows and automated communication, they’ve improved retention, saved time, and built a more scalable service model for the future.

Ready to Modernize Your Brokerage?

Pathway helps insurance brokerages and agencies like yours automate:

• eDelivery of policies and billing documents
• Renewal and welcome sequences
• Cross-sell campaigns based on client data
• And much more

👉 Book a free automation consultation