Operational intelligence
We don’t just know how many policies are in the book. We know what the book creates.
Most providers publish their size. The more useful question is what a small-commercial book actually generates — how often, from where, and how much effort each kind of work takes. This is Layr's reconciled operating data, published with its periods and its caveats.
- 90,000+
- Commercial policies managed
- $320M+
- Managed premium
- 260,000+
- Service requests handled
- 2M+
- Workflow activities recorded
A policy isn't one unit of work.
Across the first half of 2026, operational work fell into 27 distinct categories. Four of them accounted for roughly two-thirds of everything.
Share of service requests · Share of the 55,869 service requests created in the first half of 2026.
- Renewal workflow22.8%
- Carrier notices18.9%
- Certificate requests17.2%
- Policy documents14.7%
- Endorsements5.2%
- Audits3.0%
- Cancellation notices2.8%
- Cancellations2.2%
- Policyholder requests2.1%
- Billing inquiries1.4%
- New business requests1.4%
- Coverage inquiries1.3%
The work doesn't arrive through one door.
One book continuously generates work from carriers, wholesalers, brokers, policyholders, third parties and underwriters — as well as from the operating system itself.
- Carrier / Wholesaler30.9%
- Partner Communication22.0%
- Layr Notification21.3%
- Policyholder15.5%
- Third Party Vendor8.7%
- Underwriter1.6%
Share of the 55,869 service requests created in the first half of 2026, by the party the work arrived from. “Layr Notification” is work the operating system raised itself.
30.9%
Of work originated with carriers or wholesalers
First half of 2026
Nearly a third of all operational work originated with a carrier or wholesaler — not with a policyholder request. That single fact is why a servicing partner has to receive carrier communication to be accountable for the book, and why Layr says so rather than treating it as a technicality.
Policy State ManagementVolume is not workload.
Some workflows are common. Others are complicated. An operating model has to absorb both, and staffing to service request counts alone under-resources the difficult work.
Carrier notices
- Share of volume
- 18.9%
- Activities per active service request
- 2.0
Certificate requests
- Share of volume
- 17.2%
- Activities per active service request
- 4.8
Remarket / rewrite
- Share of volume
- 0.5%
- Activities per active service request
- 19.0
The largest category by volume carries the least recorded activity per service request. The smallest carries the most — nearly ten times as much. Toggle the explorer above and the ranking inverts, which is the clearest argument there is for specialized Service Lanes rather than an even distribution of accounts.
Insurance service is coordination work.
More than six in ten recorded activities involved receiving or sending information. The phone tells the same story from the other side.
62.2%
Of recorded activity was email
First half of 2026 · Share of recorded workflow activity. Calls are counted separately, as calls handled.
- Email reply from contact166,317 (41.0%)
- Email sent to contact99,764 (24.6%)
- Task85,710 (21.1%)
- Note53,723 (13.2%)
Recorded workflow activity across the first half of 2026, as a share of these four kinds of record. Calls are counted separately, as calls handled.
16,132
Calls handled
Second quarter of 2026 · A complete quarter of call activity.
16,132 calls handled across the second quarter of 2026.
Managed service is not simply answering the phone. Nearly half of Q2 call activity was outbound — the follow-up, chasing and proactive communication required to move insurance work forward. Across the quarter that averaged more than 177 calls per calendar day.
One-third of the work begins with keeping the book informed.
33.5%
Carrier notice and document workflows
First half of 2026
Carrier notices and policy documents — 18,718 of 55,869 service requests — are the information required to understand what is happening to the book.
If you don’t know what changed, you can’t responsibly service what happens next.
- 01Carrier noticeSomething changed on the policy.
- 02DocumentThe evidence of what changed arrives.
- 03Policy stateThe record is updated to reflect it.
- 04Service decisionThe next action is taken against what is now true.
- 05CommunicationThe broker and policyholder are told.
Service cannot be performed responsibly in a vacuum. Layr activates the account and policy environment, receives the documents and carrier communications that change policy state, and keeps the servicing operation informed.
What that means for two specific workflows
A certificate request and an endorsement look similar on a task list. The operating data says otherwise.
Renewals are not one transaction
22.8%
Renewal workflow service requests
First half of 2026
Nearly one in four service requests touched the renewal lifecycle. Layr runs more than one renewal workflow, and they differ materially in how much activity they carry — which is why renewals get their own Service Lane rather than a place in the queue.
The mix changes. The operating model has to adapt.
Comparing the first half of the year against a recent two-week window shows the composition of work moving through the year — which is what pooled lane capacity absorbs without re-hiring.
| Workflow | Jan–Jun | Jul 29 – Aug 13 |
|---|---|---|
| Renewal workflow | 15.2% | 26.6%+11.4 |
| Certificate requests | 17.2% | 26.3%+9.1 |
| Endorsements | 5.2% | 8.2%+3.0 |
| Cancellation notices | 2.8% | 5.9%+3.1 |
| Renewal workflow | 7.6% | 5.9%-1.7 |
| Coverage inquiries | 1.3% | 4.9%+3.6 |
Two windows of different length, so the shares are comparable rather than the counts. The mix moves through the year; pooled capacity is what absorbs it.
What your book generates
Layr's servicing rates, applied to a book of your size. A planning view of the work already happening behind your accounts.
What a book that size generates each month
- 1,470
- service requests
- Service requests, carrier notices, documents and renewal workflows.
- 11,250
- workflow activities
- Email, calls, tasks, notes and documentation against those requests.
- 840
- calls, inbound and outbound
- Roughly half of them outbound — the follow-up that moves work forward.
Based on Layr’s own servicing rates across the managed book: an average of 0.49 service requests and 3.75 recorded activities per policy each month. Your own mix will vary with coverage, carriers and account complexity.
See which of this Layr should carryImagine what your book looks like through this lens.
The same questions applied to your operation: what the work is, where it comes from, and which of it should stop being yours.