Customer Story

Arch Insurance moved from 3–4 day quotes to same-day turnaround

Submissions now reach Arch’s underwriters as decision-ready risks in about two hours instead of two to three days.

Challenge

Manual intake was costing Arch business

For Arch Insurance, speed is a competitive weapon. “We know that if we are the first to quote we have a 50% higher conversion rate,” said Allison Thornicroft, VP Business Solutions. Its legacy submission intake process was working against it.

Underwriting operations analysts read through submission emails and attachments by hand to pull out key data points and prepare each risk for underwriter review. Getting a submission from intake to decision-ready status took two to three days, which stretched quote turnaround to three to four days. Only 44.9% of submissions cleared within four hours, well short of an internal target of 80%. Analyst time spent on repetitive extraction capped how many submissions Arch could handle, and underwriters couldn’t focus on assessing risk.

3 Years

As an Applied Customer

Additional Info

Industry: Specialty insurance
Deployment: US and UK

Solutions

Cytora

Solution

Automated intake that feeds existing workflows

Arch selected Cytora to replace manual clearance with automation. It extracts structured data from inbound submissions and routes them into Arch’s downstream Submission Manager system without disrupting existing underwriting workflows.

Because the AI digitization needs no model training, Arch could deploy it quickly across lines of business and geographies. Cytora brings data from submissions, internal systems, and external sources into a single, decision-ready view of each risk. Arch’s team writes line-of-business schemas in natural language, which gives it direct control over how that view of risk is shaped and expanded. The team also designs, controls, and tunes the automated workflows itself, with full auditability across underwriting and claims intake.

The deployment went from contract signature to live production in under three months. It launched across four lines of business – executive assurance, professional liability, healthcare, and E&S casualty – and Arch’s Strategic Analytics team was trained and certified to configure the platform on its own.

Decision-ready in hours

Data from emails and attachments is pulled into one organized view of the risk, ready for an underwriter in about two hours.

Schemas in plain language

Arch’s team describes each line of business in natural language and adjusts its view of risk without outside help.

Automation Arch controls

Arch designs and tunes its own intake workflows, and every step can be audited across underwriting and claims intake.

Results

Same-day quotes and a self-sufficient team

Cytora now runs across Arch’s US and UK operations, in both underwriting and claims intake, and has changed the economics of submission intake. Intake-to-decisioning time fell by 70%, from two to three days to two hours, and quote turnaround is now same-day rather than three to four days.

Accuracy held up as intake got faster. Automated digitization reached 95% accuracy, classification accuracy reached 87%, above target, and clearance accuracy topped 90% in testing.

Arch’s Strategic Analytics team is certified and self-sufficient, with no external resources needed to expand to new lines. Shortly after launch, the internal team added cyber loss runs on its own.

Additional resources

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