Case study

From Paper to Proactive Renewals (and 200+ Reviews)

Fast Insurance uses PathwayPort to automate document delivery, pre-renewal questionnaires, retention workflows, and review collection, saving hours each week and improving client experience.

5.5+ years

Using PathwayPort

200+ Google reviews

From ~2, with a 4.9 ⭐ rating

Activities auto-synced

Into SIG

Fast Insurance’s Story

Fast Insurance is a brokerage based in Manitoba. After Ryan Martens acquired the business, one of the first operational moves was implementing PathwayPort - based on his prior experience rolling it out in other brokerages.

Over time, PathwayPort evolved from a document delivery solution into a full operational + marketing layer supporting renewals, retention, feedback, and client self-service.

PathwayPort became a major part of how we deliver documents, handle renewals, and stay in touch with clients.

Ryan Martens
Owner of Fast Insurance

Video

Watch the highlights

See how Fast Insurance uses PathwayPort in practice across renewals, operations, and client feedback.
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Going Paperless

Replacing manual document delivery with automated renewals.

AMS/BMS Integration

Keeping policy data fully synced and compliant in SIG.

From NPS to 200+ Reviews

Turning client feedback into visible reputation.

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The Challenge

Going paperless without increasing costs or admin work

As the insurance industry moved toward paperless operations, Fast Insurance needed to eliminate rising paper costs while ensuring clients received documents quickly and reliably, without adding manual work or losing touch with clients.

High paper and mailing costs caused by manual document printing and distribution
Timely digital document delivery as the industry moved to paperless workflows
Staying in touch with clients consistently without increasing admin workload
Renewal inefficiencies, with information collected too late in the process
Limited visibility into client engagement, including opens, clicks, and follow-ups

“When carriers went paperless, the workload didn’t disappear - it shifted to the brokerage. PathwayPort solved the problem of getting documents to clients quickly without absorbing the paper and mailing costs ourselves.”

Solution

A workflow engine that runs key brokerage tasks in the background

1. Automated document delivery

When policy documents come in, that triggers PathwayPort to send documents to clients - solving the “paperless carrier → brokerage workload” problem and ensuring timely delivery.

2. Pre-renewal questionnaire sent 75 days before renewal

Fast Insurance sends a proactive questionnaire roughly 75 days before the renewal date to make policy holders question themselves about:

Did I make any updates in the last year?
Did I miss any discounts?
Do I need to make any key household or property updates?

This gets clients thinking early and gives the team the info before renewal work begins.

“I’m always a bit worried when we send emails out - will people unsubscribe or mark them as spam? But that hasn’t happened. The only ‘negative’ feedback we see is bounced emails, which actually helps us catch outdated client contact information.”

3. Client portal (Self-Service Kiosk) for 24/7 access

Fast Insurance implemented PathwayPort’s Client Portal (Kiosk) as a secure, always-available place for clients to access and store their policy documents. High adoption rates exceeded expectations thanks to its simplicity:

No passwords to remember
Access via the email linked to their account

“I honestly didn’t think clients would use the portal, but adoption has been surprisingly strong. It’s simple, and they don’t need to remember passwords.”

4. Two-way sync with Vertafore SIG

The integration enables:

Workflows triggered by policy documents
Pulling key data points (e.g., coverage limits)
Activity documentation flowing back into SIG (including completed questionnaires)

“By the time we sit down to work on a renewal, everything is already there. We’ve collected the information weeks in advance, sent the documents, and we’re just fine-tuning instead of scrambling.”

Ryan also highlighted the practical rollout method of PathwayPort:

Start with manual approval/testing
Move to autopilot once validated

5. Reviews & NPS workflow to drive growth

Fast Insurance sends an NPS-style rating request:

After new business (a few days after purchase)
After renewals (a few days after processing)

“PathwayPort’s NPS and feedback workflows helped us turn everyday client interactions into 200+ Google reviews. Even if we only used the platform to collect reviews, it would be well worth it in the long run.”

Impact & Results

More proactive renewals, fewer manual tasks, and measurable growth

Hours saved per week per staff member by reducing document sending and information chasing
Higher questionnaire completion than expected, because it comes from the brokerage and clients respond on their own time
Everything documented in SIG automatically
Engagement visibility: track opens, clicks, and interaction history to improve future campaigns
Google reviews grew from ~2 to ~200+, building trust and driving inbound leads
Improved lead flow: prospects cite reviews and rating as the reason they chose Fast Insurance
Targeted cross-sell campaigns - particularly for boat policies with a lots of success
Newsletters 1-2 per year, driving consistent client engagement.