Overview
Role-Based Tasks Assignment and Queues automatically routes work to the right people based on role, skills, authority, and capacity. It provides clear, shared queues so underwriting, brokerage, and issuance teams always know what is next, and leaders can manage flow in real time. This capability sits within Workflow and Task Management and connects tasks to policies, submissions, and SLAs.
Expert Insured brings this to life as a modern insurance management system that understands lines of business, carrier rules, and regulatory timelines. As an agency management system, it helps MGAs, MGUs, wholesalers, and carriers reduce bottlenecks, improve service levels, and maintain audit-ready accountability.
Why it Matters
- Faster cycle times by routing intake to the best available resource and rebalancing queues as capacity shifts.
- Strong compliance posture with clear ownership, timestamped handoffs, and auditable decision trails.
- Better SLA performance through priority-based queues and automated escalations before deadlines slip.
- Higher team productivity with workload visibility, standardized task templates, and fewer manual touches.
Who it is For
- MGAs, MGUs, program administrators, wholesalers, and carrier operations teams; see MGAs, MGUs, and Program Administrators, Wholesalers, and Carriers.
- Lines of business including Commercial Specialty, Transportation, Workers Compensation, and Personal Lines.
- Underwriting, brokerage, submission intake, policy issuance, and service teams that manage high volumes and strict SLAs.
How it Works
- Role- and skill-based routing rules that assign tasks by authority level, expertise, territory, carrier, and line of business.
- Shared functional queues for underwriting, brokerage, and issuance with clear ownership and next-action guidance; see Brokerage Workflow and Issuance Workflow.
- Capacity-aware auto-assignment that balances workload across users and teams using live metrics from Workload Visualization Tools.
- SLA-driven prioritization and automated escalations that pull at-risk items to the top of the queue; managed through SLA Tracking and Escalations.
- Task templates and routing variations tailored by carrier and product via Custom LOB and Carrier Workflows.
- Seamless handoffs across steps in the policy lifecycle, including submissions, rating, bind, and issuance; see Policy Lifecycle Overview.
- Filterable queues for renewals, endorsements, and mid-term changes with shortcuts to new business and renewals and creating and requesting quotes.
- Inline context on every task, linking to the underlying account, submission, or policy in Policy Management.
Why Expert Insured is Best for Role-Based Tasks Assignment and Queues
Expert Insured embeds insurance-specific logic into routing, capacity balancing, and SLAs, so teams spend less time configuring generic tools and more time moving work forward. It unifies queues, tasks, and policy records with audit-ready trails and configurable authority limits. Because it is an agency management system built for complex distribution models, it scales across multiple programs, carriers, and states without custom code. Operations leaders get real-time visibility and controls to reprioritize work, while users receive focused queues that reduce noise and improve throughput.