Policy Queue

Overview

The Policy Queue holds policies that have completed an action and are awaiting review before the workflow can continue. When a policy is bound, endorsed, or renewed, it enters the queue so an underwriter or operations staff member can confirm everything is correct before the policy proceeds to booking or document distribution.

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What Goes in the Policy Queue

Items enter the Policy Queue when:

• A new policy is bound (awaiting underwriter review)
• An endorsement is submitted (awaiting approval before booking)
• A renewal is processed (awaiting final review before renewal documents are sent)
• A reinstatement is processed (awaiting confirmation)

Accessing the Policy Queue

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Policy queue smart table showing columns for queue date, policy number, insured name, producer, LOB, action type, priority, and days in queue

Policy queue smart table showing columns for queue date, policy number, insured name, producer, LOB, action type, priority, and days in queue

1. Navigate to Queues > Policy Queue.
2. The queue displays all items awaiting review, sorted by priority.
3. Use tabs to filter by New Business, Endorsements, Renewals, or All.

Reading the Queue Columns

Column	Description
Queue Date	Date and time the item entered the queue
Policy Number	The policy identifier (click to open the full record)
Insured	Name of the insured entity
Producer	The submitting producer or agency
LOB	Line of business (ACSTD, REEXP, LAWYERS, etc.)
Action Type	Why it’s in the queue: New Business, Endorsement, Renewal
Priority	High, Normal, or Low (set by LOB SLA and age)
Days in Queue	How many business days the item has been waiting

Items in the queue for more than the SLA threshold are highlighted in yellow (approaching SLA) or red (past SLA).

Processing a Queue Item

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Policy queue item detail showing the full policy summary with an approve and reject action bar at the top

Policy queue item detail showing the full policy summary with an approve and reject action bar at the top

1. Click the policy row to open the queue item detail.
2. Review the policy summary: insured info, coverage details, premium, and producer.
3. Navigate through the tabs to review any specific areas of concern: Guidelines, Rating, Documents.
4. If the policy is correct and complete:
   • Click Approve.
   • The policy moves to the next workflow stage (e.g., booking queue or document generation).
5. If there is an issue:
   • Click Reject.
   • Enter specific notes explaining what needs to be corrected.
   • The policy returns to the submitting underwriter or producer with your notes.

Note

When you open a queue item, it is soft-locked to prevent another reviewer from working on it simultaneously. If you need to step away, click Release Lock so another team member can process the item.

Bulk Actions

For routine reviews where a batch of similar items can be approved together:

1. Use the checkboxes on the left of each row to select multiple items.
2. Click Bulk Approve in the action bar above the table.
3. Review the confirmation showing the number and types of items being approved.
4. Click Confirm Bulk Approve.

Caution

Use bulk approve only for routine, low-risk items (e.g., standard auto-renewals with no coverage changes). Complex or high-value items should be reviewed individually.

Queue Filters

Use the filter bar to narrow the queue:

• LOB Filter — show only specific product lines
• Action Type — show only new business, only endorsements, etc.
• Producer Filter — show all items from a specific agency
• Priority — show only high-priority items
• Date Range — filter by when items entered the queue

Cross-Links

• New business items in the queue come from Application Entry.
• Endorsement items come from Endorsements.
• Renewal items come from Renewal Tracking.