Billyard Insurance Group (BIG) is one of Canada’s fastest-growing insurance brokerages, has been at the forefront of digital transformation in the insurance industry. Partnering with PathwayPort, BIG adopted a strategic approach to automation — focusing on eDelivery and client communication workflows that drive immediate, tangible results, reduce workload and enhance client communication.

New Business Welcome Series

This sequence of automated emails helps new clients feel valued after the sale is closed. It educates clients about their policies, shares important contacts, and builds trust from day one. By delivering timely, relevant content, BIG is nurturing long-term client relationships from the very beginning.

Billing and Policy Workflows

Rather than having administrative staff manually email policy updates or billing notices, these are now sent automatically using Pathway’s platform. This change significantly reduced the volume of repetitive tasks and ensured that clients receive critical documents instantly and securely.

“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?

BIG clients responded positively to receiving their documents electronically. In fact, many already expect it. Since BIG had already embraced paperless practices, the shift to fully digital document delivery via PathwayPort was smooth.

“We’ve been paperless for a while, so the transition was more noticeable internally than externally,” explained Charlotte.
“Our Managing Partners and teams welcomed it because it made their lives easier.”

This aligns with broader industry trends — modern insurance customers expect digital-first experiences, especially when accessing documents on their mobile devices. Timely eDelivery enhances convenience, builds confidence, and supports better overall satisfaction.

Advice for Brokers Considering Insurance Automation

What would BIG recommend to brokerages still relying on manual processes?

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

This insight underscores the importance of starting with high-impact, low-effort workflows — such as billing updates or onboarding sequences — and then scaling from there.

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:

• Automate eDelivery of policies, billing, and endorsements
• Launch onboarding and renewal email sequences
• Run data-driven cross-sell and upsell campaigns
• Save time, reduce manual errors, and delight clients, and much more!

👉 Book a free automation consultation

Enhancing Insurance Automation Through eDelivery

Insurance marketing automation and eDelivery are transforming how brokerages engage with clients. By automating tasks like policy delivery, billing notifications, welcome emails, and cross-sell campaigns, brokerages save time, reduce manual errors, and improve client satisfaction. eDelivery ensures that customers receive important documents instantly and securely, while automation tools help deliver personalized communication at scale. Together, they create a more efficient, digital-first client experience that supports growth and retention. Get the full Insurance Automation Guide.

FAQ 1: What is eDelivery and why is it important for insurance brokerages and agencies?

eDelivery is the automated electronic distribution of policy documents, billing notifications, and other essential communications. It ensures clients receive secure, timely access to their documents—often on mobile devices—without manual intervention. This not only enhances client satisfaction and trust but also significantly reduces administrative workload and eliminates delays associated with paper-based processes.

FAQ 2: How does marketing automation integrate with eDelivery?

Marketing automation platforms like PathwayPort connect directly with your brokerage management system (BMS), automatically triggering workflows for client touchpoints—welcome messages, renewal alerts, billing reminders, or cross-sell campaigns. When key events occur—such as a policy renewal or billing update—the system sends the appropriate documents or emails without human involvement, improving efficiency, accuracy, and client engagement.

FAQ 3: What are the business benefits of combining eDelivery with insurance automation?

Combining eDelivery with insurance automation delivers several powerful advantages:

• Operational efficiency: Fewer manual tasks means staff can focus on high-value activities.
• Improved client experience: Instant, relevant communications build trust and retention.
• Scalable workflows: Automated delivery supports rapid business growth without added overhead.
• Data-driven cross-selling: Segmentation tools within the platform help identify coverage gaps and automatically promote tailored offers to clients.