What it does with the request — and where your team takes over.
The whole thing, capability by capability. The service desk is the centre of it; new business, delegated authority and claims run on the same system and are listed at the end.
The service desk
It finishes the request, not just the sorting.
A request arrives at your service address. Adjustly reads it, matches the account and policy from your book, and prepares the actual thing being asked for — the certificate, the endorsement, the evidence of property, the reply.
- Certificates issued as an ACORD 25, with the policy checked for what's being asked for
- Lender requests answered with evidence of property, not a liability certificate
- Endorsements pulled from the email, sent to the carrier, and verified when they come back
- Anything waiting on a carrier chased on a schedule until it lands
- Issued policies compared against what you bound, with a correction email drafted
- Loss notices captured from an email, matched to a policy, and filed
Why it matters — The repetitive half of a CSR's day stops being retyping. Everything still waits for a person to approve it before it reaches a client.
Certificate request
Riverside Cafe LLC · read from the attached lease
Reading documents
The answer is usually in the attachment.
A certificate request rarely arrives alone. It comes with the lease, the insurance requirements, or the GC's sample certificate — and those state the limits, the wording and the holder's exact legal name. Adjustly reads them so nobody retypes a limit off a PDF.
- Contracts, requirement schedules and sample certificates read on arrival
- Declarations pages and issued policies parsed for coverages, dates and premium
- Extracted fields carry a confidence signal and, where supported, the source span
- Anything it cannot read is left blank and reported — never guessed at
Why it matters — Missing beats wrong. A blank field asks someone to check it; a confidently wrong limit ends up on a certificate.
Read from the lease
Exhibit C — Insurance Requirements
Four fields read, one not stated in the document and flagged rather than assumed.
Renewals & retention
The account you were going to lose quietly.
A policy doesn't lapse with a phone call. It lapses with a returned payment and a notice nobody opened. Those notices arrive in the same inbox as everything else, so the service desk is where they get caught.
- Non-payment and cancellation notices read as a pending cancellation, not general billing
- The cancellation date pulled out of the notice and put on the record
- The save opens with a deadline and stays open until someone closes it
- Outcomes valued in commission — as an estimate, with unvalued saves reported separately
- Renewals surfaced ahead of expiry, with remarketing worked beside the expiring terms
Why it matters — Closing a request saves minutes. Keeping an account keeps the commission this year and every year after — which is what an agency is actually valued on.
Pending cancellation
Delaney Logistics Inc · CA 8871-04
9 saves this month · ~$11,000 commission kept (2 not valued)
Tools that work inside every record.
Built from what is already stored on the record, and designed to be checked. Your team decides and sends.
Book Copilot
Ask your book in plain English — “what's waiting on a carrier?”, “which policies expire in 60 days?”, “where is my book stuck?” Answered only from your own policies, requests and queue, with the accounts named.
Drafting
Service replies, correction emails, renewal briefs and market emails — written from the stored record, in your voice, for someone to check before it goes.
Book attention
Surfaces what may need working next: requests gone quiet, items still with a carrier, renewals coming due, and rounding opportunities across the book.
Guardian review
A second set of AI eyes reads a record for inconsistencies, gaps and red flags before it goes out — high, medium or low, with the evidence. Advisory only.
Briefs
A concise, grounded narrative written from the record's own facts — ready to attach when you send it on.
Reviewable by design
AI output keeps the record context it was built from. Supported extractions also carry source spans and confidence, so a field can be verified rather than trusted.
Built to be checked, not trusted blindly.
The short version is on the home page. This is how it is actually enforced.
Nothing sends itself
Every reply, certificate and carrier email waits for a person to approve it. There is no autonomous send, and it is not a setting that can be switched off.
Verified, or not stated
A limit that cannot be confirmed against the policy does not go on a certificate. The request stops and says why instead.
The record stays
Requests, documents, AI runs, decisions and outcomes stay with the operational record, subject to your retention settings.
Role-based access
Roles, tenant membership and book-scoping limit what principals, producers, underwriters and service staff can reach.
Isolated & encrypted
Customer records are scoped by tenant and protected with encryption in transit and at rest.
Works alongside your core system
CSV and generic XML exports. Adjustly does not claim live vendor-specific write-back to your AMS or carrier system.
Also in here
Built, shipped, and switched on when you ask.
Most agencies start with the service desk and stay there a while. These run on the same system and share the same book, so turning one on is a setting, not a migration.
New business
Submissions in by email or a broker link. Appetite matched against your own carrier rules, with the reason attached. ACORD-numbered application data, missing-item lists, risk briefs and market emails prepared. Markets, quotes, declinations and the final placement recorded.
Delegated authority
Program limits you configure — TIV, prior losses, workers'-comp EMR, catastrophe exposure — applied to each submission as within authority or needing referral, with the limit that triggered it named and a carrier memo prepared for review.
Claims intake
First notice of loss read straight from an email into a structured, reviewable record — the facts, the parties, the coverage in question — with the documents read and the history kept behind it.
Adjustly prepares and records. It does not rate, quote or bind in carrier systems — those calls stay with your team, in your systems.
Send us one real request.
Forward an actual request out of your service inbox and we’ll show you what comes back — what it read, what it drafted, and what it refused to guess.