This discovery framework is designed to help facilitate a collaborative conversation regarding Agentforce. By exploring these operational scenarios, Marine Insurance Companies can accurately assess internal workflows and identify how specific Agentforce capabilities can support their unique underwriting, claims, and client care needs, starting with areas of highest impact to global revenue and operational efficiency.
How is the organization addressing revenue leakage caused by delayed incident responses and manual intake processes across international time zones?
Scenario A: High-Cost Delays
"We lose millions annually because claims initiated by vessels in remote ports take days to process due to manual handoffs and extreme time zone differences."
Scenario B: Outsourced Intake Inefficiency
"Our incident intake is outsourced after hours, which controls cost but results in basic data collection with no actual risk mitigation taken until our local team logs on."
What structural bottlenecks prevent the business from scaling policy volume and expanding into new shipping lanes without proportional increases in administrative headcount?
Scenario A: Linear Cost Scaling
"Every time we expand coverage to a new global region, our operational costs skyrocket because we have to hire more staff to handle localized compliance checks and regional broker queries."
Scenario B: Rigid Routing Workarounds
"We rely on regional managers to manually route incoming global inquiries to the correct department, which keeps our expansion viable but creates a slow operational structure."
How are First Notice of Loss (FNOL) reports for complex maritime incidents triaged when data is submitted in varying formats from vessels at sea?
Scenario A: Unstructured Satellite Data
"Vessel captains send unstructured emails and photos over weak satellite connections, and our adjusters spend hours manually extracting the relevant data just to open a basic claim file."
Scenario B: Incomplete Web Forms
"We have a standard web form for FNOL, but shipping crews rarely fill it out correctly under duress, forcing our team into back-and-forth email chains to get missing details."
What is the current workflow for evaluating preliminary risk and verifying initial compliance documentation for high-value commercial freight policies?
Scenario A: Manual Database Queries
"Our senior underwriters waste a huge portion of their week manually checking port state control histories and vessel registries before they can even begin the actual risk assessment."
Scenario B: Basic Macros with Human Review
"We use basic macros to pull vessel data, but the underwriter still has to manually cross-reference that data against our internal risk guidelines to determine if we should proceed."
How does the organization proactively notify insured fleets regarding developing meteorological events or geopolitical risks that threaten active voyages?
Scenario A: Reactive Manual Warnings
"When a severe storm forms, our risk team scrambles to manually identify which insured vessels are in the projected path and send out bulk email warnings."
Scenario B: Generic Alert Systems
"We have an automated weather alert system, but it only sends generic warnings. Our insured clients then flood our lines asking if they are covered for route deviations."
How is the coordination between internal claims teams, external marine surveyors, and salvage operators managed during a critical vessel incident?
Scenario A: Disjointed Communication
"Coordination is a nightmare. Adjusters are manually calling salvage companies and emailing surveyors, creating a disjointed process where critical timeline updates are lost."
Scenario B: Manual Tracking Spreadsheets
"We use shared spreadsheets to track which surveyor is assigned to which port, but updating it relies on human memory, leading to overlapping assignments or delayed dispatches."
What mechanisms are in place to support global broker networks when they require immediate policy modifications or standard quoting during non-standard business hours?
Scenario A: Lost Business Due to Delays
"Brokers in Asia have to wait up to 14 hours for our European team to approve a basic cargo value increase, which often causes them to lose the business to faster competitors."
Scenario B: Poor Portal Adoption
"We built a broker portal for self-service, but the interface is complicated. Brokers usually just give up and email our support inbox anyway."
How does the organization ensure that automated data processing and preliminary decisions adhere to the strict auditing requirements of international maritime law?
Scenario A: Avoidance of Automation
"We avoid automation entirely because our regulators require a clear audit trail of why a claim was denied or delayed, and standard bots act like black boxes."
Scenario B: Manual Sampling Processes
"We periodically sample automated communications for compliance, but it is a highly manual review process that only catches localized errors after they happen."
How much time is allocated to synthesizing lengthy surveyor reports, cargo manifests, and port authority documents into actionable claim summaries?
Scenario A: Excessive Manual Reading
"I spend more time reading fifty-page port authority reports in foreign languages to find a single paragraph about container damage than I do actually adjusting the claim."
Scenario B: Manual Data Mapping
"We have basic text extraction tools, but I still have to manually map the extracted container numbers and damage codes to the correct fields in our system."
How are routine policy inquiries, billing questions, and certificate of insurance requests managed for international shipping clients?
Scenario A: Buried by Administrative Requests
"Our support agents are overwhelmed with simple requests for certificates of insurance, leaving them no time to handle complex distress calls from active vessels."
Scenario B: Chatbots that Fail to Resolve
"We use a standard chatbot for basic deflection, but if a client asks anything specific about their hull policy, it just creates a support ticket anyway."