Engineering Blog · Post #68

Auto Re-Open Tasks on Follow-Up Email: Never Lose Track of Ongoing Conversations

You completed the review task. Then the broker sends updated loss runs. InsightUW re-opens the task automatically so it doesn't slip through the cracks.

The Problem

Tuesday: UW completes the "Review submission" task for Solaris Energy and marks it done. Thursday: the broker sends updated loss runs with a note about a new claim. The UW doesn't notice the email for 2 days because the task is already "completed." By Monday, the broker is frustrated. The updated data never made it into the analysis.

Completed tasks create blind spots. When a follow-up email arrives, the UW needs a nudge — not just a new email in their inbox.

The InsightUW Approach

When a new email arrives on an existing submission, InsightUW finds recently completed tasks and re-opens them — incrementing a follow-up counter so the UW knows this isn't the first round.

graph TD subgraph Timeline["Email Timeline"] E1["Email 1: D&O submission → 4 tasks created"] E2["UW completes 'Review submission' task"] E3["Email 2: Updated loss runs → task re-opened"] end subgraph Reopen["Re-Open Logic"] Check["Find completed tasks (last 30 days)"] Filter["Only re-open: review, follow up, document request, data entry"] Update["task status → open follow up count += 1 new due date (2d) reminder sent reset"] end subgraph Notify["UW Notification"] Bell["'Tasks Re-Opened: Solaris Energy — new email received'"] end E1 --> E2 E2 --> E3 E3 --> Check Check --> Filter Filter --> Update Update --> Bell

What Gets Re-Opened

Task Type	Re-Opens?	Why
`review`	Yes	New info may change the assessment
follow up	Yes	Response received — needs action
document request	Yes	New documents to review
data entry	Yes	Data to update
`compliance`	No	One-time tasks — create new if needed

Follow-Up Counter

Each re-opened task increments follow up count:
- First email → task created (follow_up_count: 0)
- Second email → task re-opened (follow_up_count: 1)
- Third email → task re-opened again (follow_up_count: 2)

The UW sees "follow-up #2" and knows this conversation has been going back and forth.

LOB-Specific Example

D&O for Solaris Energy Holdings:

Day 1: Email arrives with D&O application. 4 tasks created. Sarah Chen completes "Review submission" — marks it done.

Day 3: Broker sends: "RE: RE: Solaris Energy — Updated loss runs attached."

InsightUW:
1. Finds "Review submission" task (completed 2 days ago)
2. Re-opens it: status → open, follow_up_count → 1, new due → 2 days
3. Notifies Sarah: "Tasks Re-Opened: Solaris Energy — new email received. 1 task re-opened: Review submission (follow-up #1)"

Sarah sees the re-opened task in her dashboard, knows there's new data, and reviews the updated loss runs.

What This Means for Underwriters

No blind spots — completed tasks re-surface when the conversation continues
Follow-up counter — see how many rounds of back-and-forth at a glance
Smart filtering — only re-opens review/follow-up tasks, not one-time compliance tasks
Fresh deadline — re-opened tasks get a new 2-day due date
One notification — UW sees exactly which tasks were re-opened and why

What's Next

Next: Broker Trail-Off Detection — Alert Before You Lose the Relationship

Want tasks that re-open when the conversation continues? Request a demo.