> ## Content Index > Fetch the complete content index at: https://sibro.app/llms.txt > Use this file to discover other available public pages before exploring further. # From one claims notification to flexible workflow email templates - URL: https://sibro.app/from-one-claims-notification-to-flexible-workflow-email-templates/ - Published: 2026-08-28T00:00:00.000Z - Updated: 2026-09-10T21:05:24.000Z - Author: Vivek Stanley - Tags: Case Study Continuous improvement often begins with a small, practical request. For Securus Insurance Brokers, the starting point was simple: when a claims query was raised, could SIBRO notify the customer directly from the workflow? The request was not about adding another message button. It was about making communication part of the work itself—sent at the right stage, connected to the record and visible to the team. THE FIRST STEP: NOTIFY THE CUSTOMER SIBRO added a “Notify Customer” action at the Claims Query stage. This helped the servicing team communicate without leaving the workflow to prepare a separate email. It also created a clearer trail of what had been shared and when. The feature solved the immediate problem. It also revealed a broader need. FROM ONE STAGE TO MANY WORKFLOWS After the claims notification was introduced, other broking firms began asking for the same convenience elsewhere. Could the customer be notified when policy documents were ready? Could communication be sent during an endorsement? Could teams trigger the right email while completing other service activities? SIBRO added notifications at more stages over subsequent updates. What began as a claims feature was becoming a common part of policy servicing. But wider use brought a more interesting challenge: not every broking firm wanted to communicate in the same way. WHEN ONE STANDARD EMAIL IS NOT ENOUGH One firm wanted different wording at the “Policy Document to Client” stage. The content reflected its own service style, and the firm did not want that template shared with other brokers. At around the same time, another firm had prepared emails for 30 different scenarios. It wanted users to choose the appropriate message from a dropdown at the “Endorsement Request to Insurer” stage—and was happy for those scenarios to be shared. Both requests were reasonable, but they pointed in different directions. A single hard-coded email could not support them. A growing collection of special cases inside the software would also become difficult to maintain. The product needed to allow standardisation within each organisation while preserving variation between organisations. THE PRODUCT DECISION: MASTER-BASED EMAILS SIBRO moved towards master-based email templates. A broking firm can define multiple email templates for a workflow and make the relevant choices available to users at the point of work. The organisation controls its own wording and can create as many scenarios as it needs. This means a team can: • Maintain consistent communication across branches and employees. • Offer different templates for different situations. • Update approved wording without changing the underlying workflow. • Keep private templates specific to its own organisation. • Reuse or share suitable scenarios where that is helpful. The software no longer assumes that every customer, insurer or service situation should receive the same message. HOW CUSTOMER FEEDBACK BECOMES A BETTER PRODUCT The Securus story illustrates how SIBRO approaches continuous improvement. First, solve the real operational problem. The claims team needed a timely customer notification, so the action was placed inside the Claims Query workflow. Second, observe where the same need appears again. Requests for policy-document and endorsement communication showed that the idea was useful beyond claims. Third, understand the differences behind similar requests. Some firms wanted private wording; others wanted a reusable library of scenarios. Finally, improve the underlying capability. Master-based emails allowed each organisation to configure communication without forcing every broking firm into a common template. ONE REQUEST, A MORE FLEXIBLE SYSTEM The most useful product improvements are not always the largest projects. Sometimes they begin with one customer asking for a better way to complete an everyday task. By listening to how different teams used the feature—and where their needs diverged—SIBRO turned a single notification into a flexible communication system. That is continuous improvement in practice: solving today’s problem while building enough flexibility for the next one.