Keystone
Every exception across policy, payments, and claims in one queue, ranked by SLA and dollar impact before something slips.
The problem
A regional insurance and financial services group handled exceptions in email threads, carrier portals, and payment systems. Policy mismatches, failed ACH batches, and underwriting holds each had their own inbox, and nobody saw the full queue.
SLAs were tracked in spreadsheets that updated once a day. By the time leadership noticed a backlog, premiums were already on hold and payouts were waiting on a handoff nobody knew about.
What we built
Keystone pulls exceptions from policy admin, billing, claims, and underwriting into one command center. Each item shows its SLA, the dollars blocked, linked records, and the playbook to resolve it, so ops teams work from one ranked queue instead of four separate systems.
- •Live command center with open exceptions, SLA risk, value blocked, and resolution time
- •Priority queue ranked by urgency, with lanes for policy, payment, claim, and underwriting work
- •Exception detail with event timeline, linked records, and step-by-step resolution playbooks
- •Live activity feed and category breakdown so managers see what is escalating in real time
- •Analytics on volume, SLA performance by team, root causes, and volume by business line
A closer look
How it works
Rules in each source system create an exception when something is out of tolerance: a premium variance, a returned payment, a reserve waiting on approval. Keystone ingests those events, attaches the linked policy, payment, or claim, and routes the item to the right queue with an SLA timer.
Analysts work from the ranked queue. Playbooks guide the steps; the timeline records what happened. When the underlying issue clears, the hold releases and the exception closes automatically. Managers use the analytics view to see where volume and SLA risk concentrate.
The outcome
Ops teams see every exception in one place instead of chasing status across systems.
SLA risk and dollar impact are visible before a deadline passes or money sits idle.
Leadership can spot recurring root causes and direct playbook improvements where they matter.
Ready when you are
Need something like this?
Tell us what's broken in your workflow. We'll tell you honestly if we can build it.
Start a conversation