Sample A worked sample. The agency is fictional; the workflows are the ones Adam ships.
Lonestar Labs / Leave-behind document

Front Office AI Audit, sample report

Pinewood Independent Insurance Conroe, Texas / 30 staff / independent agency
Prepared for
Dana Whitfield
Principal Agent
On site
Tuesday, September 15, 2026
9:00 to 10:30 AM
Prepared by
Adam Daniels
Lonestar Labs
Left on the desk
Same day, before I walked out

This is the document a client gets at the end of the ninety minutes. Nothing here was written after the fact. The plan, the three prompts and the policy were built in the room, and the calendar on the back page is what month one looks like if the agency goes monthly.

01 What I watched, 90 minutes

Nobody changed how they work because I was standing there.

I sat between the front desk and the personal lines pod from nine to ten thirty on a normal Tuesday. Phones stayed on. I asked questions between calls, not during them. Here is what the ninety minutes showed.

  1. 01
    Nine certificate of insurance requests came in by email and each one was answered by opening the policy record, reading the coverage lines off the screen, and retyping them into a reply. Kayla Prine, front desk
    12 mineach, estimate
  2. 02
    Renewals are worked off a printed list from the management system, and the outreach email for each one is written from scratch, which means the quality depends on how the day is going. Marisol Vega, personal lines
    8 mineach, estimate
  3. 03
    Carrier emails get opened, read to the bottom to find the actual deadline, and then the date gets written on a sticky note stuck to the monitor. Trey Boland, commercial lines
    4 minper email, estimate
  4. 04
    A new quote arrives by phone or through the website form, gets written on a paper intake sheet, and then gets retyped a second time into the agency management system. Front desk and producers
    10 minper quote, estimate
  5. 05
    The owner was interrupted roughly eight times in ninety minutes, and most of it was staff asking for an approval whose answer already exists but is not written down anywhere. Dana Whitfield, principal agent
    every 11 mininterrupted, estimate
  6. 06
    Monday huddle notes are taken on a legal pad and never turn into assignments, so a fair share of the follow-ups get raised again the next Monday. Rhonda Salas, office manager
    25 minper huddle, estimate
  7. 07
    A claim status call means opening the management system, the email thread and a carrier portal before anyone can say a sentence to the client. Devin Marsh, service
    7 minper call, estimate
  8. 08
    The same three month-end reports are rebuilt by hand in a spreadsheet because the export from the management system never lands in the shape anybody wants. Rhonda Salas, office manager
    90 minper month, estimate
How to read these minutes Every number above is my estimate from one ninety-minute visit. I counted what I saw and asked staff what a normal day looks like. These are not measurements, they are not audited, and they are not a promise about what anything will save. If a number looks wrong to the person doing the work, the person doing the work is right.
02 The one-page plan

Five workflows, in the order I would ship them.

Ranked by payoff against effort, not by how interesting they are to build. Every one runs inside tools the agency owns on the agency card. Hours are my build hours, which come out of the retainer, not a bill.

Workflow Who owns it Where it lives Effort What it replaces Ships
Rank 1Certificate of insurance replies drafted from the policy record Kayla Prine, front desk Claude Team, shared project, beside the agency management system 4 hours Reading coverage lines off one screen and retyping them into another Month 1
Rank 2Renewal outreach drafts, generated 45 days out Marisol Vega, personal lines Claude Team, fed by the renewal export from the management system 5 hours Writing every renewal email from a blank screen Month 1
Rank 3Carrier email to task, three lines and the deadline Trey Boland, commercial lines Claude Team, saved prompt pinned in the commercial project 2 hours Reading a long carrier thread to find one date, then a sticky note Month 2
Rank 4Quote intake form that pre-fills the agency management system Rhonda Salas, with the producers Web form on the agency site, into Claude Team, then pasted into the management system 8 hours A paper intake sheet and a second round of typing Month 2
Rank 5Monday huddle notes to an assigned task list Rhonda Salas, office manager Claude Team, one shared project the whole office can open 3 hours A legal pad nobody opens again until the next Monday Month 3
What is deliberately not on this list Anything that has to go through a carrier portal. Those portals are manual on purpose and they change without notice, so I build around them and never through them. Claims communication with a carrier or an adjuster also stays with a licensed person, in every version of this plan.
03 Three quick wins, set up live that day

Working before I left the building. Here is the exact text.

Each one is a saved prompt in the agency's own Claude Team account, sitting in a shared project so anybody can open it, read what the tool was told to do, and change it. The full text is printed below so nothing about this is a black box.

Quick win 01 Live at 10:05 AM

Certificate of insurance reply, drafted from the record

Paste the request and the coverage lines, get a short reply back. It is built to refuse to invent a limit or a date, and to list anything the request asks for that is not in the record.

  • Saved inClaude Team project "Pinewood Front Desk", pinned to the top
  • TrainedKayla Prine, 15 minutes at her own desk, on three real requests
  • Review ruleA licensed agent checks the limits before it sends

Prompt, exactly as saved

You are drafting a reply for Pinewood Independent Insurance in Conroe, Texas.

Below is a certificate of insurance request and the coverage lines from our
policy record. Write a short reply email to the person who asked.

Rules:
1. Use only the coverage lines pasted below. Do not add a coverage, a limit,
   an endorsement or a date that is not in that text.
2. If the request asks for something that is not in the record, do not guess.
   List it under a heading "Need from you".
3. Under 120 words. Plain English. No insurance jargon the requester would
   have to look up.
4. Sign it "Pinewood Independent Insurance".
5. End with this line, exactly: "Draft for staff review. A licensed agent
   confirms all limits before this goes out."

REQUEST:
<paste the email here>

POLICY RECORD:
<paste the coverage lines here>
Quick win 02 Live at 10:14 AM

Carrier email into three lines and a deadline

The sticky notes on the monitor were all the same thing: a date buried in the ninth paragraph of a carrier email. This pulls the date out, and says so plainly when there is no date to pull.

  • Saved inClaude Team project "Pinewood Commercial Lines"
  • TrainedTrey Boland and Devin Marsh, 20 minutes together
  • Review ruleThe deadline goes on the calendar by a person, not by the tool

Prompt, exactly as saved

Summarize the carrier email below in exactly three lines, then the deadline.

Line 1: what the carrier wants.
Line 2: which policy, account or claim it is about.
Line 3: what we have to do next, starting with a verb.

Then one final line, in this format:
DEADLINE: <date>
or
DEADLINE: none stated

Do not guess a date. If no date appears in the email, write "none stated".
Do not add advice. Do not write anything after the deadline line.

EMAIL:
<paste the carrier email here>
Quick win 03 Live at 10:26 AM

Renewal call script, built from the policy summary

Marisol asked for this one, which is usually the sign it will get used. It prepares the agent for the call. It does not price anything and it does not recommend coverage, because that is the agent's job and the license says so.

  • Saved inClaude Team project "Pinewood Personal Lines", pinned
  • TrainedMarisol Vega, 20 minutes, with Dana watching the last five
  • Review ruleThe licensed agent decides what gets offered on the call

Prompt, exactly as saved

You are helping a licensed agent at Pinewood Independent Insurance get ready
for a renewal call. Read the policy summary below and write:

1. Three sentences the agent can open the call with, in plain spoken English,
   the way a person actually talks on the phone.
2. Two questions about what changed in the last year. Pull the subjects from
   the summary itself, for example vehicles, drivers, property, payroll.
3. One line naming anything in the summary that looks out of date, or the
   words "nothing looks out of date".

Do not quote a price or a premium.
Do not recommend adding, dropping or changing a coverage.
Do not promise an outcome.
The licensed agent decides what to offer on the call.

POLICY SUMMARY:
<paste the summary here>
04 The AI use policy, one page

Printed, signed, and posted where staff can see it.

This is the piece most offices skip and then regret. It is one page on purpose. If a rule cannot be followed by a busy person on a Tuesday, it is not a rule, it is a wish.

Pinewood Independent Insurance
Artificial Intelligence Use Policy
Effective September 15, 2026 / Reviewed annually / One page, no appendix
  1. Approved tools only. Claude Team and ChatGPT Business, both paid for on the agency card and opened in the agency's name. No personal accounts are used for agency work, on any device.
  2. What may go in. Coverage lines, carrier emails, meeting notes, marketing copy, and questions about how to word something. Anything you would be comfortable reading aloud at the front desk.
  3. What never goes in. Social security numbers, driver license numbers, dates of birth, bank and card numbers, health information, and complete applications or policy documents that still carry a client's personal details.
  4. Names. Use a first name and last initial when a name is needed at all. Do not paste a client list, a book of business, or an export from the management system.
  5. A person reads it before it sends. Nothing drafted with these tools leaves the agency until a person has read it end to end. A licensed agent checks every limit, date and coverage statement.
  6. No quoting, no advice. These tools do not price a policy, recommend coverage, or tell a client what is covered. A licensed person does that, every time, with their name on it.
  7. Claims stay with people. You may summarize a claim email to save reading time. You may not use these tools to communicate with a carrier, an adjuster or a claimant.
  8. The agency owns the accounts. Every seat, saved prompt and shared project belongs to Pinewood Independent Insurance. The outside advisor works in the agency's workspace on a guest seat, and no agency data is copied out of it.
  9. Everything is written down. Each shipped workflow lives in a shared project with its prompt visible, so anyone in the office can read what the tool was told to do and raise a hand if it looks wrong.
  10. Offboarding, same day. When someone leaves the agency, the office manager removes their seat that day. Shared projects and saved prompts stay with the agency.
Dana Whitfield
Dana Whitfield, Principal Agent
Pinewood Independent Insurance
September 15, 2026
Adam Daniels
Adam Daniels, Lonestar Labs
Front Office AI Audit
September 15, 2026

Both signatures on this sample are invented, like the agency and everyone in it.

05 Month one, week by week

Four weeks. Something real in every one of them.

This is what happens if the agency goes monthly after the audit. The audit fee comes off month one when the agreement is signed inside fourteen days.

01WEEK ONE

The audit, and three wins live

Ninety minutes on site, the one-page plan on the desk before I leave, and the three prompts in section three working at the desks that will use them.

02WEEK TWO

Your own AI workspace goes live

Claude Team opened on the agency card, in the agency's name. Seats for the eight people who touch front office work, and the shared projects built: front desk, personal lines, commercial lines.

03WEEK THREE

The AI use policy goes up

Signed by the owner, printed at the front desk, pinned in the workspace. Thirty minutes with the whole staff, mostly spent on rule three and what never goes in.

04WEEK FOUR

The first workflow ships

Certificate of insurance replies, running at the front desk on live requests, owned by Kayla with a written fallback for the days it gets something strange. Not a pilot.

06 The monthly note, sample

One page a month, written so you can forward it.

Operator tier includes this every month. Same three headings every time, so it takes a partner about a minute to read and nothing is buried.

Pinewood Independent Insurance / Monthly note Month one / September 2026

What we changed

  • Certificate of insurance replies are now drafted from the policy record at the front desk, with a licensed agent checking limits before anything sends.
  • Renewal outreach for October and early November was drafted 45 days out instead of the week of, so Marisol started the month with a stack instead of a blank screen.
  • The AI use policy is signed, printed at the front desk, and pinned in the workspace. Every person in the office has read rule three out loud.

What it saved, estimate

About 6 hours a week at the front desk, and about 4 hours across the month in personal lines.

This is an estimate, not a measurement. It assumes the front desk handles about nine certificate requests a day, that those went from about twelve minutes each to about four, and that drafting ahead took about six minutes off each of the forty renewals worked in September. Nobody ran a stopwatch. If Kayla or Marisol says it feels different from this, their number replaces mine next month.

What is next

  • The carrier email summarizer moves from a saved prompt into the commercial lines routine, with Trey deciding what the three lines should say for his accounts.
  • I start the quote intake form. First version is the form plus a clean paste into the management system. No portal work, ever.