Card-paid cancellations
Checks the letter, ID and bank statement, and works out how the premium is refunded.
orbit desk
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Auto back office · Email requests
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In PoC
The request comes in by email. It goes back resolved in the same thread.
Auto policy cancellations, plate cancellations and claim notices land in a shared inbox and wait for someone to open them. orbit desk reads every email and its attachments, works out which request it is, checks the documents against the policy and the insurer's rules, and replies to the customer in the same thread. Anything that needs judgment goes to a person with the file already put together.
orbit desk
requests · email
01 · Context
An inbox where everything weighs the same.
Today the policyholder or their agent sends the cancellation letter, an ID and a bank statement to a shared inbox. An operator opens the email, looks up the policy, checks whether it was paid by card or at a branch, whether there is a loss payee, which document is missing, and writes the reply. A plate cancellation goes through the same bottleneck. And a claim notice, which cannot wait, sits in the same line as a cancellation. The customer has no idea whether their email was read until someone writes back.
02 · What it is
orbit desk in one sentence
A back office agent for auto insurance that watches the requests inbox, sorts every email into cancellation, plate cancellation or claim notice, reads the attachments and checks them against the policy with each request's own rules, issues an opinion and replies in the same thread, leaving exceptions and the final call to a person.
03 · How it works
Four steps. No magic.
From the incoming email to the reply in the same thread, with a person where one is needed.
01
Intake
The inbox is checked every minute. Each email is sorted by keywords and, when that falls short, by a model, and a case opens with its attachments. The same email never creates two cases.
02
Reading
Every attachment is read and sorted into one of 22 document types: ID, cancellation letter, loss payee letter, bank statement, plate cancellation notice, death certificate and more. Fields are extracted with format checks.
03
Rules
For cancellations, payment method and loss payee set the refund path and the documents required. For plate cancellations, the vehicle is matched against the policy. For claim notices, urgency is set and coverage is checked.
04
Reply
Out comes the opinion: complete, with notes or with missing items. The customer gets an acknowledgment and the list of what is missing in the same thread, and the case sits on a board with its service clock and reminders.
How it works · orbit desk live
What it does not promise
In the proof of concept it is not connected to the insurer's policy system: policies are looked up in a portfolio loaded for the pilot, and adjusters are assigned from a test roster by zone and workload. It never approves a suspicious document on its own and never denies a claim over an exclusion: those cases go to a person. Total loss, death of the policyholder and corporate policyholders always escalate to human review. For now email is the only way in and out.
04 · What it does
Where it goes to work.
Six inbox situations a person handles by hand today.
Cancellations with a loss payee
Requires and checks the loss payee's letter, whether the policy was paid by card or at a branch.
Special cases
Spots total loss, death of the policyholder and corporate policyholders, and sends them to human review with the reason.
Plate cancellations
Matches the plate to the active policy, checks the vehicle, rejects documents older than 90 days and pre-fills the cancellation form.
Claim notices
Reads the event from free text, flags injuries or total theft as urgent, checks coverage and proposes an adjuster.
Several operations, one product
Each organization works on its own subdomain, with isolated data, its own inbox, templates and thresholds.
05 · Benefits
What changes when you have it.
What changes in the back office when the inbox stops being a single queue.
Request demo1
No email goes unread
The inbox is checked every minute and every email opens a case with its own number.
2
Customers know what is missing
The acknowledgment goes out in the same thread with the list of pending documents, without waiting for an operator.
3
Judgment where it counts
Exceptions and exclusions reach a person with the file assembled and the reason written down.
4
Visible service times
A board per request type, automatic reminders and a service time report.
5
Changes without coding
Keywords, reply templates, thresholds and the policy number format are changed from a control tower, with a reason and a history.
06 · Before and after
What changes, side by side.
Same inbox, a different path.
Before / Without orbit desk
Today's day-to-day
- ✕ Emails wait for someone to open the inbox.
- ✕ Policy and payment method are looked up by hand.
- ✕ Missing items are requested in an email written from scratch every time.
- ✕ A claim notice waits in line next to a cancellation.
- ✕ Nobody knows how long each request has been open.
After / With orbit desk
With orbit desk
- ✓ The inbox is checked every minute and every email opens a case.
- ✓ The policy is resolved from the email, the letter or the document.
- ✓ The acknowledgment listing what is missing goes out on its own in the same thread.
- ✓ Injuries and total theft are flagged as urgent.
- ✓ Every case carries its own clock, reminders and escalation.
07 · Industries
Where it applies today.
Built around the auto policy requests that arrive by email.
01 / Auto insurers
Policy back office
The teams that handle cancellations and plate cancellations from a shared inbox.
02 / Claims
First notice by email
Claim notices that arrive by email and need coverage checked and an adjuster assigned ahead of everything else.
08 · Contact
Let's see it with your operation.
In 30 minutes we'll tell you whether orbit desk fits your process, what it integrates with and what it doesn't, and what a pilot looks like. If it doesn't fit, we'll tell you that too.
Run the discovery with rocky