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Layr

The operating partner for small commercial insurance

Give the work to Layr.
Keep the relationship.

Layr runs the service work behind your small-commercial book — certificates, renewals, policy changes, carrier notices, the phone — under your brand, measured, and shown to you. Your producers sell. Your account managers do the work that needs them.

Commercial policies managed
90,000+
Managed premium
$320M+
Service requests handled
260,000+
Workflow activities recorded
2M+

What a book generates

Small commercial isn’t small work.

One policy is trivial. A book of them is an operation. Every account generates requests, documents, notices and follow-up on its own schedule, and none of it waits for a quieter week. Layr measures what the book creates, which is how the operation behind it is designed.

The problem isn’t one transaction. It’s operating the book.

Inside the operating data
0
service requests created
0
recorded workflow activities

Layr’s own operating environment, the first half of 2026. Not a projection.

  • Policy state36.3%
  • Renewal workflows23.0%
  • Certificates17.2%
  • Policy changes8.5%
  • Other servicing5.9%
  • Billing & audit5.4%
  • Coverage & new business3.8%

The operating layer

Between the relationship and the market, there is a layer.

Everything the market sends — notices, documents, requests, calls, email — enters one intake and routes to the lane built for that kind of work. What comes back up is the work done under your brand, and the evidence that it was.

Your agency · the relationship

  • Producers
  • Advice & placement
  • Renewal conversations
  • The relationship

The work, done — under your brand. Performance, reported.

Layr · the operating layer

Single intake, every channel

  • Policy Service
  • Certificates
  • Renewals
  • Policy State
  • Service Desk
  • Layr Care Center
  • Your AMS

Notices, documents, requests, calls and email arrive continuously.

The market

  • Carriers
  • Wholesalers
  • Policyholders
  • Underwriters
Layr sits between an agency and the market. Carriers, wholesalers, policyholders and underwriters send notices, documents, requests, calls and email into a single Layr intake. Layr routes that work through five specialized Service Lanes — Policy Service, Certificates, Renewals, Policy State and the Service Desk — against defined standards. Every finished workflow lands in two places: the Layr Care Center, where the agency sees it measured and reported, and the agency’s own management system, where the record is kept current. The agency keeps its producers, advice, placement, renewal conversations and the relationship.

Operational intelligence

We don’t just know how many policies are in the book. We know what the book creates.

33.5%

Carrier notice and document workflows

First half of 2026

A third of the work begins with a carrier notice or a policy document — the information required to know what changed before anyone can service what happens next. Most providers never see it. Layr is built to receive it.

75,000+

Calls handled

Inbound and outbound, across the operating history.

A complete quarter of the phone, nearly half of it outbound. Managed service is not answering calls. It is the follow-up that moves the work forward.

Inside the book

The Care Center

Measured, and shown to you.

Every partner has their own Care Center: a dashboard on the standards Layr is held to, every account’s activity as it happens, and a formal escalation path with an ID and a history. You stop checking the work. The numbers do it.

  • Phone answer performance and voicemail return against agreed standards
  • Every call, email, service request and status change on the account timeline
  • Escalations with an ID, a state, and a written resolution
  • Your brand on everything a policyholder sees
layrcare.com/care

Service Dashboard

This month
Answer rate
Against the agreed standard
Voicemails returned
Against the agreed standard
First response
Against the agreed standard
Open escalations
Outstanding and resolved

Service requests by support category

  • Policy state
  • Renewals
  • Certificates
  • Policy changes
  • Other

Account activity

  • Call answeredToday
  • Email sent to insuredToday
  • Service request status observedYesterday
  • Certificate issuedYesterday
  • Escalation resolvedEarlier this week
An illustration of the Layr Care Center as a Broker Partner sees it: a service dashboard showing answer rate, voicemails returned, first response and open escalations against agreed standards, service requests by support category, and an account activity timeline of calls, email, service requests, status changes and escalations. No figures are shown.

An illustration of the Broker Partner dashboard. No figures are shown.

The operating model

One operating model. As much as you want us to own.

Delegate a single function or the complete servicing model. Layr owns the workflows you hand over — not the hours spent on them.

A path, not a leap

Most agencies have never handed this work to anyone. We guide the change.

Nobody hands over a book in a day. The first 150 days move one lane at a time, each measured before the next, with your team able to see everything while they learn to stop checking. Your producers sell. Your account managers work the accounts that need them. Layr carries the rest.

How the first 150 days go
  1. 01Days 1–30
    Activate
    We establish the book with you — accounts, policies, documents, service rules, your brand. Nothing changes for policyholders yet.
  2. 02Days 31–60
    First lane live
    One workflow moves first, usually certificates. Your team watches it work in the Care Center.
  3. 03Days 61–90
    Measure and tune
    Performance against the agreed standard, reported. You read the dashboard instead of the inbox.
  4. 04Days 91–150
    Extend and step back
    Renewals, policy state and the service desk follow, one at a time. Your people move to the work that needs them.

Your presentation

See your book through Layr’s lens.

Four short questions, then Layr prepares a presentation built around your agency — the work your book generates, the model that absorbs it, your own logo and colors on everything a policyholder sees, and how the first 150 days go. You get a link you can keep and share.

A few minutes, and nothing is sent until the last step. See a sample presentation