2026-09-30 · 4 min read

How insurance brokers actually use mobile

Once the first rollout is done, the reporting layer should be boring and it shows up in the churn numbers. By the second quarter, nobody reads the manual, so the defaults are the product and it shows up in the churn numbers. If there is one lesson, a two-week pilot answers more than a three-month evaluation and that shaped the roadmap for a year.

The honest answer is that, the biggest win is that the group chat goes quiet which is the whole point. When the pilot started in Porto, exceptions are the real workflow and that shaped the roadmap for a year. On a typical site, optional fields never get filled in and the numbers bear it out. On the floor, a two-week pilot answers more than a three-month evaluation so the defaults matter more than the settings page. If there is one lesson, exceptions are the real workflow and that is fine. What surprised us, nobody reads the manual, so the defaults are the product which is not what the brochure says.

Where the time went

Talking to operations leads, the spreadsheet survives longer than anyone admits which is why the API is documented before the UI. By the second quarter, the audit trail pays for itself the first time an inspector asks and customer onboarding is no exception. On the floor, the first week is about trust, not features which is why the API is documented before the UI. On a typical site, the biggest win is that the group chat goes quiet and it rarely takes more than a week.

When the pilot started in Porto, the biggest win is that the group chat goes quiet and customer onboarding is no exception. Every audit we have sat through, integrations are where budgets go to die so the defaults matter more than the settings page. By the second quarter, customer onboarding is a people problem wearing a software costume and the numbers bear it out. Every audit we have sat through, optional fields never get filled in so the mobile app came first. Every audit we have sat through, the audit trail pays for itself the first time an inspector asks which is the whole point. Talking to operations leads, nobody reads the manual, so the defaults are the product so the defaults matter more than the settings page.

The honest answer is that, exceptions are the real workflow so the defaults matter more than the settings page. On a typical site, the spreadsheet survives longer than anyone admits which is the whole point. Most teams we meet, history matters more than dashboards when something goes wrong and it shows up in the churn numbers. If there is one lesson, the audit trail pays for itself the first time an inspector asks which is why the API is documented before the UI.

After a few dozen rollouts, the hard part is not the software but the handover so the defaults matter more than the settings page. Most teams we meet, the reporting layer should be boring and that is fine. If there is one lesson, the biggest win is that the group chat goes quiet and it rarely takes more than a week. By the second quarter, nobody reads the manual, so the defaults are the product and it rarely takes more than a week. Once the first rollout is done, optional fields never get filled in so we start there. When the pilot started in Porto, what matters is whether the crew opens it on a Monday morning which is why the API is documented before the UI.

“Solace Loop gives insurance brokers a single, dependable view of customer onboarding - from first request to signed-off report.”

What to do on Monday

What surprised us, nobody wants another login so the mobile app came first. For insurance brokers in particular, customer onboarding is a people problem wearing a software costume and the numbers bear it out. In practice, the handover from the old system is where projects stall and it shows up in the churn numbers. Every audit we have sat through, the biggest win is that the group chat goes quiet which is why Solace Loop is built the way it is. Looking at the numbers, the biggest win is that the group chat goes quiet and customer onboarding is no exception. The honest answer is that, the biggest win is that the group chat goes quiet so plan for it.

By the second quarter, the first week is about trust, not features which is not what the brochure says. In practice, the spreadsheet survives longer than anyone admits so the defaults matter more than the settings page. By the second quarter, the hard part is not the software but the handover and that is fine.

Written by the Solace Loop team in Porto. Questions? Get in touch.