Business Operations Tooling
The tools the insurance business runs on day-to-day — Production (souscription/émission), Claims, Billing/Finance, Servicing, Documents, Risk & Compliance. This is the business-ops view, grouped by function with each tool's board and status, so the business side has one reference.
:::note Three different "ops" — don't conflate
- This page = business operations — running the insurance business (policies, claims, billing…).
- Platform / SRE tooling — running the system (Grafana, ArgoCD, Vault, Velero…) → live, see the EA Blueprint Enterprise IT note.
- IT service desk — supporting users (tickets, CMDB) → ITSM/GLPI #16 (design pass done).
The cross-cutting glue that ties business-ops together (the Operations Workbench, workflow orchestration, intake) is on the IS Build Roadmap → business-operations completeness. :::
Status legend
| Badge | Meaning |
|---|---|
| ✅ Live | deployed and operational |
| 🟢 Build-ready | design pass done (gate PASS) — implementation can start |
| 🟡 Partial | platform/primitive up, business capability not configured |
| 📋 Backlog | epic-scoped; needs its design pass before build |
| ⏸ Parked | deliberately deferred (need-first) |
| 🔬 Research | long-horizon, no committed date |
A. Production / Policy operations
souscription → émission → gestion de contrat
| Tool | Purpose | Board | Status |
|---|---|---|---|
| Underwriting workbench | risk assessment, referral, quote, bind | #12 | 🟢 Build-ready |
| Rating / pricing engine | premium calculation per LOB | #12 | 🟢 Build-ready |
| Policy Administration (PAS) | issuance, endorsements, renewals, cancellations | #6 | ✅ Live (Policy Service) |
| Product factory | define LOB products, coverages, tariff grids | #12 | 📋 Backlog |
| Broker portal + CRM | submissions intake, pipeline, commissions | #13 | 🟡 ERPNext CRM platform only |
| Document generation | contracts, avenants, attestations (+QR verify) | #24 | 🟡 DMS live, generation backlog |
B. Claims operations
sinistres
| Tool | Purpose | Board | Status |
|---|---|---|---|
| Claims management | FNOL → triage → reserve → settle → close (delivered via the GlobalCore legacy wrap) | #11 | 🟢 Build-ready (Legacy-Core Modernization) |
| Loss adjuster / expert mgmt | assign & track experts | #11 | 📋 Backlog |
| Subrogation / recours | recover from third parties | #11 | 📋 Backlog |
| Fraud / SIU | fraud detection + investigation | #11 | 📋 Backlog |
| Litigation / contentieux | legal case management | #11 | 📋 Backlog |
| Indemnity payment (SEPA) | pay claimants + accounting entries | #11 | 📋 Backlog |
C. Billing & finance operations
encaissement, comptabilité
| Tool | Purpose | Board | Status |
|---|---|---|---|
| Premium billing + échéancier | invoicing, instalments | #14 | 🟡 ERPNext up, insurance config pending |
| Collections / dunning (recouvrement) | reminders, suspension | #14 | 📋 Backlog |
| Insurance accounting | PCG 2025, TSCA, Factur-X | #8 | ✅ Live · IFRS 17 🔬 |
| Commissions management | broker commissions | #13 | 📋 Backlog |
| Reinsurance accounting / bordereaux | cessions, recoveries | #22 | 📋 Backlog |
D. Customer & servicing operations
| Tool | Purpose | Board | Status |
|---|---|---|---|
| Servicing / self-service portal | policyholder & broker self-service | #13 | 📋 Backlog |
| Contact center / omnichannel intake | phone/email/chat → task/ticket | #10 | 🟡 mail live · Asterisk + SMS backlog |
| Operations Workbench (task-inbox) | AI-native cross-domain cockpit for exceptions — one prioritised inbox, not per-app CRUD | — | 📋 named, not built (the main missing glue) |
| Notifications | email / SMS status alerts | #10 | 🟡 mail live, SMS backlog |
E. Document & content operations
| Tool | Purpose | Board | Status |
|---|---|---|---|
| Enterprise Document Platform / DMS | store, archive, retention | #24 | 🟡 Nextcloud/OnlyOffice live; Paperless-ngx backlog |
| Document-AI / IDP | extract fields from submission packs | #24 | 🟡 RAG pipeline live substrate |
| E-signature | sign contracts / broker agreements | #10 | ✅ Docuseal live |
Full detail on the ingestion pipeline + metadata schema: Business Applications Catalog §8.
F. Risk & compliance operations
control functions, running daily
| Tool | Purpose | Board | Status |
|---|---|---|---|
| Risk engineering / prevention | site audits, inspections, recommendations | #21 | 📋 Backlog |
| AML/KYC + sanctions screening | onboarding checks | #15 | 📋 Backlog |
| GDPR / DPO workflows | Art. 30 register, DSAR | #15 | 📋 Backlog |
| Regulatory reporting | ACPR/COREP, Solvency II, DORA | #15 | 📋 Backlog |
| Obligations / control register | compliance-by-design | #15 | ✅ framework built (Regulatory Operating Model) |
G. Data & decision-support for the business
| Tool | Purpose | Board | Status |
|---|---|---|---|
| Operational BI dashboards | loss ratio, production, claims KPIs + semantic layer | #5 | 📋 Backlog (sources-gated) |
| Actuarial reserving / pricing analytics | reserves, tariffs | #5 | 📋 Backlog |
| AI assistants | Knowledge Assistant (#18) + AI Ops Copilot (#19) | #4 | ⏸ Parked (last) |
The honest read
- Live today: Policy Admin (#6), ERPNext finance/HR (#8), e-signature, mail, and the AI/document substrate.
- Build-ready (start now): Underwriting (#12), Claims (#11).
- Everything else is scoped but needs its design pass — most business-ops tools are ahead of us (expected: only Policy Admin runs today).
- The one genuinely missing cross-cutting product is the Operations Workbench — the AI-native task-inbox that turns all of the above into one prioritised inbox of exceptions instead of agents hopping between apps. Built need-first (once ≥2 domains emit real tasks).
See also: 🗺 Architecture at a Glance · 🧭 IS Build Roadmap · Business Applications Catalog · EA Blueprint.