Insurance SaaS AGB
Clients, brokers and commissions on a single rail
AGB manages insurance end to end — clients, brokers, policies and the commissions that flow between them. We designed the platform that holds all four together.
- Client
- AGB — Black, Gould & Associates
- Sector
- Insurance technology
- Scope
- Enterprise UX, dashboards, reporting
- Surface
- Web platform
The challenge
Insurance agencies run on relationships and paperwork, and the paperwork was winning. Client details lived in one place, policy history in another, broker commissions in a spreadsheet somebody reconciled by hand. Every question took three systems to answer.
AGB wanted one platform covering client management, broker collaboration, commission automation, policy administration and compliance.
What we did
We mapped how carriers, brokers, clients and policies actually connect before designing any screen, because on a multi-sided tool the permissions and handoffs are the product.
The hard constraint was weight: make each party faster without making the other slower, and without building something an agency would need a week of training to use.
Sarah
Carrier representative · 5+ years · 28Competing in a crowded market, slowed by underwriting and policy administration, and carrying the compliance burden for all of it.
CompetitiveProcess-boundAudited
Needs
- Market share and profitability on competitive products
- Faster underwriting and policy management
- Stronger channels to brokers and clients
- Compliance without the administrative overhead
Pain points
- High competition makes standing out hard
- Underwriting and policy admin are tedious and slow
- Communicating with brokers leads to misunderstandings
- Regulation adds complexity and paperwork
Opportunities
- Throughput gained without adding risk
- One record both sides are reading from
- Compliance captured as a by-product of the workflow
Alex
Independent insurance broker · 20+ years · 45Twenty years of relationships, a book of clients too large to hold in his head, and commissions that arrive late and occasionally wrong.
Relationship-ledUnderservedNumbers-focused
Needs
- Wider product access to serve diverse clients
- Commission tracking that is automatic
- Client management that scales past memory
- Transparent underwriting criteria
Pain points
- Limited access to carrier products
- Manual commission tracking — delays and errors
- Too many client accounts to manage reliably
- No transparency on how decisions get made
Opportunities
- Commissions calculated rather than reconciled
- One client record covering the whole relationship
- Carrier terms visible without asking
Emily
Small business owner · 15+ years · 34Fifteen years running her own business, buying insurance she does not fully understand from people she is not sure she can reach when it matters.
Time-poorCost-consciousCautious
Needs
- Clear explanations of products and coverage options
- Cost-effective cover that still protects the business
- Application and claims that do not disrupt operations
- A provider that responds when something goes wrong
Pain points
- Limited understanding of complex products, leading to uncertainty
- Hard to find affordable cover that is genuinely adequate
- Applications and claims are slow and interrupt the business
- Doubts about how responsive the provider will actually be
Opportunities
- Plain-language policy detail in the client record
- Status visible without phoning anyone
- A broker who can answer instantly because the data is in front of them
The product
AGB is an end-to-end solution for managing clients, brokers and their commissions, as well as policies.
Comprehensive client management
A system for organising client information — a centralised hub for contact details, policy history and relevant data.
Custom reporting and analytics
Reporting and analytics tools that give agents real insight into their own business performance.
Broker integration and tracking
Brokers integrated into the platform, so communication and collaboration with the agency happen inside the system.
The UX action plan
Agreed with the stakeholders after walking through the problem statement, so the platform was shaped by insight from the people who run agencies rather than by an assumed workflow.
Research
Carriers, brokers and agencies, and where each one loses time.
Ideate
Capabilities that speed one party without slowing another.
Define
Permissions, records and the commission model.
Prototype
Screens tested against real agency workflows.
How the four parties connect
Carriers, brokers, clients and policies mapped end to end — the artefact that settled who can see what before a single screen was drawn.
The book of business, on opening
Premium, policies and renewals in one view. The dashboard answers the questions an agency principal asks every morning, so nobody has to run a report to find out how the month is going.
Brokers inside the system
Not emailing it. Adding one is a long form by necessity — compliance demands it — so the work went into sectioning it so nobody loses their place halfway through.
The broker register
A searchable list that answers the common question without opening anything, with the detail view holding everything else.
One record, the whole relationship
Contact details, policy history and documents in a single hub — so an agent answering the phone has the relationship in front of them rather than three tabs and a guess.
Configured once, then calculated
The commission engine was the reason the project existed. Rates sit against carriers and plans, and the maths is done by the system — removing both the delay brokers complained about and the arithmetic errors nobody admitted to.
Conclusion
Clients, brokers, carriers, policies and commissions now sit on one rail, with the commission arithmetic automated rather than reconciled.
The design brief that mattered was restraint: an insurance platform can absorb infinite features, and the version an agency will actually adopt is the one that stays learnable.
What it added up to.
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