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Course

Core Platform, Automation, and AI

(2622) Download Is Our Mail: Building a High-Volume Suspense Playbook


Content Level: Intermediate

Personas: Account Manager - Medium/Large Commercial; Specialty Lines, IT/Operations Manager, Office Manager, Owner/Principal

Products: Applied Epic

Thursday, October 1, 2026
9:30 AM - 10:30 AM East Coast USA Time

    Presenter(s)

  • Amy Hill (she/her/hers)

    Senior Manager, P&C Services - Carrier Interface
    NFP Property & Casualty, an Aon Company
    Danville, VT, Vermont

  • Ashley Westmoreland

    AVP, P&C Services - Technology
    NFP an Aon Company
    McAdenville, North Carolina

    • Applied Representative(s)

  • Jennifer Grayson

    Lead Product Instructor
    Applied Systems, Minnesota

Carrier download is the lifeblood of Applied Epic® operations, yet many agencies struggle with high suspense volumes, aging items, and inconsistent processes. This course teaches agencies to treat download as operational mail, an essential daily intake function that requires structure, prioritization, and governance. Using real-world examples, attendees will learn how to classify download types, design intake and triage frameworks, build a suspense classification matrix (green, yellow, red), and create consistent decision paths. They will also learn how to operationalize a high-volume suspense playbook using KPIs such as match rate, first pass resolution, and average suspense age, while using dashboards and governance routines like daily clearing, weekly aging reviews, and monthly trend analysis to improve accuracy, reduce E&O exposure, and strengthen operational performance across teams.