AXIOM

Field Report · 02

An independent insurance agency's client care now runs without her remembering it. Referral asks still wait for her yes.

P. K. Stewart · Deploy Axiom · October 2026

Oct 29

Live since

3

Clients enrolled

4 min

When her own agent got stuck: ticket to fixed

A page from a client-care check log, recorded during the test run the evening before go-live. Each row shows one message step and what the checks decided: waiting, held, awaiting the owner's yes, approved, sent, not resent, or skipped, with the reason recorded. Contact details and IDs are blacked out.
Example record. Client details removed.

The gap

After a policy issues, the client should hear from her at set points for a full year: a birthday note where she has the date, then a text and an email each month. None of those dates should depend on anyone remembering them.

What runs

A sender on her own computer reads her client records and schedules check-ins at set points through the first year after a policy issues: a birthday note where she has the date, then regular check-ins by text and email, in wording she approved.

Only policies that have actually issued are enrolled. A check-in to someone whose policy never went through would be wrong, so those wait.

No agent sends these messages. Before each one goes out, a script asks the same questions every time:

  • Is this the right person?
  • Have they opted out, or has she paused them?
  • Is it inside the client's own local hours?
  • Is it a Sunday or a holiday?
  • Has another message reached them in the last few days?
  • Is the wording exactly what she approved?

If any answer is wrong, the message waits or is held, and the reason is written down. If the same text is already in the thread, it is not sent again.

What waits for her

Referral asks. They are marked high risk and go to her phone first with the exact words. They send only on her plain yes, and her reply is recorded word for word. A question, a requested change, a "maybe" or a "later" doesn't count as a yes.

She can pause any client at any time. A paused client gets nothing until she unpauses them.

What isn't proven yet

  • No enrolled client has received a check-in yet. The first one is scheduled for early November. Until then, the only evidence is the test run on test contacts the evening before go-live.
  • A few delivery paths still pass only in testing. We're not claiming them until they pass on real messages.
  • Whether it keeps more clients or brings in more referrals. That takes time to measure. We will publish the result only with her agreement.