Certificate of Insurance Request Desk

Answers certificate of insurance (COI) requests from contractors, landlords and general contractors. Each email that lands under your COI label is read by an LLM (insured, policy number, insured email, certificate holder and address, project, requested lines and limits, additional insured, waiver of subrogation, primary and non-contributory), the insured's policies are looked up in your agency management system (Google Sheets or HawkSoft), and the flow fills your agency's own certificate Google Doc template and exports it as a PDF. A request that passes every rule gets the PDF as a reply in the same email thread; anything else waits on the Approvals page as a drafted in-thread reply with the same PDF attached and the reasons at the top of the draft, for a CSR to edit, approve or reject. A request is sent automatically only when the insured is matched, every requested line has an active policy that does not expire within your warning window, every requested limit is on file and no higher than the policy's, additional insured, primary and non-contributory and waiver of subrogation are requested only where a blanket endorsement is on file, and the holder is not on your disallowed list. A limit or endorsement that is not on file always goes to review. Every request is logged to the COI Log tab before any reply is sent or queued. This template does not reproduce the ACORD 25 form: ACORD forms are licensed, so the certificate is your own Google Doc. Agencies licensed to use ACORD 25 can lay the Doc out to match their licensed form. Certificate template: a Google Doc with these placeholders, each filled on every certificate: {{agency_name}}, {{issue_date}}, {{insured_name}}, {{holder}} (name and address), {{project}}, {{coverages}} (one line per requested line: carrier, policy number, dates, limits) and {{endorsements}}. Add your own disclaimer, producer block and signature to the Doc; it is copied for each certificate and never modified. Spreadsheet tabs, header in row 1: COI Log (written by the flow): A date, B Gmail message ID, C insured, D certificate holder, E project, F coverages requested, G route (auto or review), H reasons. With Google Sheets as the agency management system, also Policies, one row per policy and line: A insured name, B insured email, C policy number, D line (GL, Auto, WC, Umbrella or Property), E carrier, F effective date, G expiration date, H each-occurrence limit, I aggregate limit, J other limit, K blanket AI (Y/N), L blanket WOS (Y/N), M status (cancelled, non-renewed, void, expired or inactive rows are ignored). Setup: create a Gmail label (coi-requests by default) and a Gmail filter that applies it to certificate requests; create the tabs; create the certificate Doc and pick it on the setup screen; connect Google (Gmail, Sheets, Docs and Drive) and HawkSoft if you use it; set the agency name, CSR email, expiry warning days and disallowed holders, which land in the Settings node where you can change them later; add an OpenAI API key in Settings. Replies, both automatic and approved, go out from the connected Gmail account. Limitations: one request per email; a request for several holders or projects needs one email each. The LLM reads the email body only, not attached request forms or contracts. Days are calendar days. HawkSoft: its Client Search matches an exact policy number only, so a request without a policy number reads the book (up to the maximum clients you set, 2000 by default, about one HawkSoft request per 200 clients) and matches the insured by email or exact name; an insured past the cap goes to review. HawkSoft keeps coverage limits as free text on each coverage (Coverages Code, Description and Limits), so a limit is read only when one coverage clearly names it and holds a single amount (each occurrence or combined single limit, aggregate, products and completed operations); otherwise it is not on file and the request goes to review. Which coverage codes your carriers' downloads use is unverified, so check a few clients before relying on auto-send. HawkSoft has no blanket additional insured or waiver of subrogation indicator, so with HawkSoft every AI, WOS or primary and non-contributory request goes to review. Policy status names and the casing of HawkSoft's field names are read defensively. EZLynx, Applied Epic and AMS360 are coming soon.