In insurance, documentation underpins every process - yet creating and managing that documentation remains one of the industry's biggest operational challenges. Whether it's policy administration, claims processing, underwriting, or audit compliance, insurers rely on accurate, consistent workflows to deliver value and manage risk.
Fluency solves this problem with intelligent insurance document automation - capturing workflows as they happen and turning them into structured, audit-ready SOPs in minutes. No more chasing screenshots, version conflicts, or compliance gaps. Just clear, accurate documentation that keeps up with your operations.
Why Traditional Documentation Slows Down Insurers
Most insurance companies still rely on static templates, outdated folders, and manual input to create internal process documentation. These methods are:
- Time-consuming: Staff spend hours documenting workflows or updating procedures.
- Inconsistent: SOPs differ across teams, branches, or underwriters.
- Outdated: By the time a document is finalised, the process has already changed.
- Non-compliant: Missing steps or audit trails can create exposure in regulated markets.
In an industry driven by rules, timing, and trust, poor documentation isn't just inefficient - it's a liability.
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Join thousands of users who are already using Fluency to improve their workflow.
A Document Management System for Insurance Companies That Works in Real Time
Fluency functions as an intelligent document management system for insurance companies, eliminating the manual burden of SOP creation while preserving the business logic behind every process.
We automatically capture operational activity - across both digital and physical workflows - and turn it into structured documents that include:
- Step-by-step instructions
- Annotated screenshots
- Key decision points and business logic
- Version history and audit trail
- Role-based access and approval workflows
It's faster, more accurate, and built to scale with your business.
Use Cases: How Insurers Use Fluency
Fluency supports large and mid-sized insurers looking to reduce risk and increase clarity across their core processes.
Claims Handling SOPs
Standardise claim triage, investigation, approval, and settlement procedures across branches and systems. Reduce the chance of missed steps and ensure consistency during audits.
Policy Administration
Document complex back-office workflows for policy issuance, renewal, and cancellation - including how multiple systems interact during these processes.
Underwriting Workflows
Ensure consistency in the way underwriters assess, approve, and document risk. Capture every tool used and decision made, with traceable steps for regulatory reporting.
Compliance & Internal Audits
Create and maintain documented proof of compliance controls - making audits smoother and ensuring repeatability across jurisdictions.
Customer Service & Support
Map out call centre or online support workflows to improve service consistency and reduce shadow training requirements.
Why Insurance Companies Choose Fluency
Unlike legacy document management software for insurance companies, Fluency doesn't rely on users to manually input, update, or format documentation. Our platform creates SOPs passively - as your team works - then stores them in a centralised knowledge vault with built-in version control and approval processes.
This is insurance document automation that works in the background, ensuring your procedures are always current, accessible, and auditable.
Built for Insurance Industry Needs
Fluency was designed to meet the operational and compliance demands of insurers:
- Compatible with legacy systems and cloud platforms
- Requires no integrations - works as an overlay on any application
- Role-based permissions for access control
- Full audit trails with timestamps
- End-to-end encryption for all data
- Australian data residency to support local compliance obligations
Tangible Benefits of Document Automation for Insurers
Reduce documentation time by up to 80%
Let your team focus on service - not SOP write-ups.
Achieve greater consistency across regions and teams
Standardise core operations across branches, underwriters, or service centres.
Improve compliance and audit outcomes
Always have a clear, version-controlled trail of your procedures.
Support onboarding and training with live, process-based documentation
Help new staff hit the ground running with up-to-date SOPs built from real activity.
Why Fluency?
In an industry where precision and compliance are everything, Fluency gives insurance companies a smarter way to manage and scale their internal documentation. By removing the manual effort and surfacing the business logic behind every action, Fluency helps teams deliver better service, reduce operational risk, and ensure processes are followed every time.
From claims to compliance, we help insurers document the right way - automatically.