Zoho for Insurance
Renewals and Claims That Don't Depend on Memory
Manually tracked renewal dates lapse, claims status is invisible to clients without a call, cross-sell opportunities go unnoticed — Flowpeak automates the follow-through.
Discuss Your ProcessWhere it breaks down today
Lapsed Renewals
Renewal dates are tracked manually and lapses happen.
Invisible Claims
Claims status isn't visible to the client without a phone call.
Missed Cross-Sells
Cross-sell opportunities go unnoticed.
Where Zoho fits
Policyholder Records
Policy records with automated renewal alerts.
Claims Tracking
Claims logged and tracked to resolution.
Renewal & Cross-Sell
Automated renewal reminders and cross-sell campaigns.
Commission Tracking
Premium and commission tracking.
How the apps connect
The operational flow showing how data moves once this is set up.
Policy sold
Renewal reminder
Claim logged
Commission tracked
Ready to talk Insurance?
Zoho services for insurance agencies
All Zoho services →- Data migration to ZohoMove from Salesforce, HubSpot, Tally, QuickBooks or spreadsheets
- Zoho workflow automationBlueprints, approvals and Deluge scripts that remove manual steps
- Zoho implementationZoho CRM live within 2 weeks, fixed price agreed in writing
- Zoho support100-hour support packs, first reply within 1 hour
- Zoho consultingChoose the right apps and plan before you build
- Zoho integration servicesConnect Zoho to payments, ads, telephony, e-commerce and more
Business process workflow
How insurance work flows in Zoho
Manage prospects, policies, renewals, claims and agent performance in one place.
Common problems we fix
- Renewals are missed
- Agent pipelines are invisible to managers
- Claim status updates are manual
The process, step by step
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Entity diagram: the data behind insurance in Zoho
Each box is a record type, coloured by the Zoho app that holds it, with its key fields. Lines show how records connect, so a customer, an order and an invoice stay linked instead of being retyped. We refine this model with you during discovery.
- Zoho CRM
- Zoho Creator
- Zoho People
- Zoho Books
Read the relationships as text
- Prospect buys Policy (1:N)
- Agent sells Policy (1:N)
- Policy may have Claim (1:N)
- Policy renews through Renewal (1:N)
- Policy collects Premium Receipt (1:N)
Department by department
How every department of a insurance business works in Zoho
An insurance business, whether a broker, an agency or an underwriting firm, moves every policy from enquiry to quote, issue, renewal and claim. In Zoho the sales team, underwriters, policy servicing, claims, accounts and HR work on the same client and policy record, so nobody re-keys details between desks.
How the departments hand work to each other
Each arrow is a handover. Because every team works on the same Zoho records, the next department picks up the work without re-entering it.
- 1Sales and Agency Network to Underwriting: Complete proposal form with risk details and documents
- 2Sales and Agency Network to Finance and Accounts: Bound deals with premium and commission terms
- 3Underwriting to Sales and Agency Network: Approved quote terms for the client
- 4Underwriting to Policy Administration: Bound terms for policy issue
- 5Policy Administration to Claims: Active policy details for claim checks
- 6Policy Administration to Finance and Accounts: Endorsement and cancellation premium changes
- 7Claims to Customer Service: Claim status updates for the client
- 8Claims to Finance and Accounts: Settlements to record and pass through
- 9Customer Service to Compliance and Risk: Complaint log for regulatory reporting
- 10Customer Service to Policy Administration: Change requests that need an endorsement
- 11Compliance and Risk to Sales and Agency Network: Agents cleared or blocked for new business
- 12Compliance and Risk to Management and Reporting: Compliance status and open issues
- 13Finance and Accounts to Management and Reporting: Monthly revenue and commission results
- 14Finance and Accounts to Sales and Agency Network: Clients with unpaid premium
- 15HR and Payroll to Finance and Accounts: Payroll summary for posting
- 16HR and Payroll to Compliance and Risk: Staff certification status
- 17Management and Reporting to Sales and Agency Network: Targets and focus lines for the quarter
Each department in detail
Open a department to see its workflow, its own entity diagram, who does the work, what needs approval, the reports it watches and what it hands over.
Sales and Agency NetworkWins new clients through direct sales, agents and sub-brokers, and passes complete proposals to underwriting.
Workflow
- 1
Capture leads
Enquiries from the website, comparison forms, agents and referrals land in Zoho CRM with line of business, sum insured and renewal date.
- 2
Collect risk details
The salesperson sends a proposal form for the line, such as motor, health, property or marine, and the client fills it online.
- 3
Request quotes
The completed proposal and documents go to underwriting or to insurers for quotes, tracked as a deal stage.
- 4
Present options
Quotes from different insurers are compared side by side and sent to the client with the cover, premium and exclusions.
- 5
Close and bind
When the client accepts, the deal moves to bound and the proposal is signed and the premium collected or invoiced.
Zoho Forms
Zoho SalesIQ
Zoho WorkDriveEntity diagram: Sales and Agency Network
The records this team creates and updates, their key fields, and how they link.
- Zoho CRM
- Zoho Forms
Read the relationships as text
- Lead converts to Client (1:1)
- Client has Opportunity (1:N)
- Opportunity needs Proposal Form (1:1)
Who does the work
- Relationship manager
- Agent or sub-broker
- Sales head
Approvals and controls
- Premium discounts or fee waivers beyond the set limit need the sales head
- A policy cannot be bound until KYC documents are verified
Reports they watch
- Pipeline by line of business and stage
- New premium written against target by agent
- Quote-to-bind conversion rate
Hands over to
- Underwriting: Complete proposal form with risk details and documents
- Finance and Accounts: Bound deals with premium and commission terms
UnderwritingAssesses each risk, decides terms and premium, or places the risk with the right insurer.
Workflow
- 1
Review the submission
The underwriter checks the proposal, claims history, surveys and documents attached to the submission.
- 2
Order a survey if needed
Property, marine or large risks get a survey request, and the surveyor's report is attached when it comes back.
- 3
Rate and set terms
Premium, deductible, exclusions and special conditions are recorded against the submission using the rating guide.
- 4
Refer large risks
Risks above the underwriter's authority go to a senior underwriter or the insurer, using an approval flow.
- 5
Issue the quote
The approved quote is generated as a PDF and returned to sales with a validity date.
Zoho FSM
Zoho CliqEntity diagram: Underwriting
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- Submission may need Survey Report (1:N)
- Submission priced in Quote Terms (1:N)
- Submission may raise Referral (1:N)
Who does the work
- Underwriter
- Senior underwriter
- Risk surveyor
Approvals and controls
- Sum insured above each underwriter's authority goes to a senior underwriter
- Declined risks need a recorded reason
Reports they watch
- Submissions by status and age
- Quote turnaround time
- Referral rate by line of business
Hands over to
- Sales and Agency Network: Approved quote terms for the client
- Policy Administration: Bound terms for policy issue
Policy AdministrationIssues policies, handles endorsements and cancellations, and runs renewals on time.
Workflow
- 1
Issue the policy
A policy record is created with policy number, insurer, cover period, premium and insured items, and the schedule is sent to the client.
- 2
Process endorsements
Mid-term changes such as adding a vehicle, changing sum insured or address are logged with the extra or refund premium.
- 3
Handle cancellations
Cancellation requests are checked against policy terms and the refund is calculated on a pro-rata or short-period basis.
- 4
Run renewals
Renewal tasks are created 60 days before expiry, with reminders to the client and renewal quotes requested in time.
Entity diagram: Policy Administration
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
- Zoho CRM
Read the relationships as text
- Policy covers Insured Item (1:N)
- Policy changed by Endorsement (1:N)
- Policy renews as Renewal (1:1)
Who does the work
- Policy servicing executive
- Renewals coordinator
- Operations manager
Approvals and controls
- Endorsements that reduce cover or refund premium need the operations manager
- Backdated endorsements need insurer confirmation
Reports they watch
- Renewals due in the next 30, 60 and 90 days
- Renewal retention rate
- Endorsements pending insurer confirmation
Hands over to
- Claims: Active policy details for claim checks
- Finance and Accounts: Endorsement and cancellation premium changes
ClaimsRegisters claims, checks cover, coordinates surveyors and insurers, and keeps the client updated to settlement.
Workflow
- 1
Register the claim
The client reports the loss by phone, email or the portal and a claim is opened with date of loss, cause and estimate.
- 2
Check cover
The claims handler checks the policy was active, the loss is covered and the deductible applies.
- 3
Appoint a surveyor
A surveyor or loss adjuster is assigned and their visit and report are tracked on the claim.
- 4
Collect documents
A checklist for each claim type tracks bills, photos, police reports and discharge summaries uploaded by the client.
- 5
Settle and close
The approved amount, deductions and payment date are recorded, and the client is told the outcome.
Entity diagram: Claims
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
- Zoho WorkDrive
Read the relationships as text
- Claim needs Claim Document (1:N)
- Claim assessed in Assessment (1:N)
- Claim closes with Settlement (1:1)
Who does the work
- Claims handler
- Claims manager
- Loss adjuster
Approvals and controls
- Ex gratia or out-of-policy payments need the claims manager
- Claims above the set value are reviewed before the client is told the amount
Reports they watch
- Open claims by age and stage
- Average days to settle by line
- Claims ratio by insurer and line
Hands over to
- Customer Service: Claim status updates for the client
- Finance and Accounts: Settlements to record and pass through
Customer ServiceAnswers client questions about policies, documents and claims, and logs complaints for resolution.
Workflow
- 1
Take requests
Requests for policy copies, certificates, ID cards and claim status come in by phone, email, chat or the client portal.
- 2
Answer from one record
The agent sees the client's policies and claims in the ticket view and replies with documents from WorkDrive.
- 3
Handle complaints
Complaints are tagged, given a resolution deadline and escalated if they pass it.
- 4
Zoho SurveyEntity diagram: Customer Service
The records this team creates and updates, their key fields, and how they link.
- Zoho Desk
- Zoho Survey
Read the relationships as text
- Ticket may become Complaint (1:1)
- Ticket rated by Feedback (1:1)
Who does the work
- Service executive
- Service manager
Approvals and controls
- Complaint responses on regulatory matters are reviewed by compliance before sending
Reports they watch
- Tickets by category and resolution time
- Complaints open past deadline
- Client satisfaction score
Hands over to
- Compliance and Risk: Complaint log for regulatory reporting
- Policy Administration: Change requests that need an endorsement
Compliance and RiskKeeps licences, KYC, agent certifications and regulatory returns in order.
Workflow
- 1
Verify KYC
Client identity and address documents are checked and the verification date is recorded on the client.
- 2
Track agent licences
Each agent's licence or certification number and expiry is tracked, with alerts before it lapses.
- 3
Keep audit trails
Key changes on policies and claims are logged with user and time for audits.
- 4
File regulatory returns
Premium, claims and complaint data is pulled together for the regulator's periodic returns.
Zoho People
Zoho AnalyticsEntity diagram: Compliance and Risk
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
Read the relationships as text
- KYC Record counted in Regulatory Return (N:N)
- Agent Licence reported in Regulatory Return (N:N)
Who does the work
- Compliance officer
- Principal officer
Approvals and controls
- Agents with expired licences are blocked from new business until renewed
Reports they watch
- Pending KYC by client
- Licences expiring in the next 60 days
- Regulatory filing calendar
Hands over to
- Sales and Agency Network: Agents cleared or blocked for new business
- Management and Reporting: Compliance status and open issues
Finance and AccountsCollects premiums, pays insurers, tracks commission income and agent payouts, and closes the books.
Workflow
- 1
Collect premium
Premium invoices or payment links go to clients, and receipts are matched from bank feeds.
- 2
Remit to insurers
Collected premium due to each insurer is tracked and remitted within the agreed period.
- 3
Book commission income
Brokerage or commission from insurers is recorded per policy and reconciled with insurer statements.
- 4
Pay agents
Agent and sub-broker payouts are worked out per policy, with tax deducted at source in India where it applies.
- 5
Close the month
Bank, insurer and agent balances are reconciled, with GST in India or VAT in the UAE and UK on fees.
Entity diagram: Finance and Accounts
The records this team creates and updates, their key fields, and how they link.
- Zoho Books
- Zoho Creator
Read the relationships as text
- Premium Receipt remitted in Insurer Remittance (N:N)
- Commission shared in Agent Payout (N:N)
- Premium Receipt earns Commission (1:1)
Who does the work
- Accountant
- Accounts manager
- Finance controller
Approvals and controls
- Agent payouts need the sales head and accounts manager
- Insurer remittances above a set value need two approvers
Reports they watch
- Premium collected but not remitted
- Commission receivable by insurer
- Agent payouts by month
Hands over to
- Management and Reporting: Monthly revenue and commission results
- Sales and Agency Network: Clients with unpaid premium
HR and PayrollHires and trains staff, tracks their certifications and pays salaries and sales incentives.
Workflow
- 1
Hire staff
Openings for relationship managers, underwriters and claims handlers are tracked through interviews.
- 2
Onboard and certify
New joiners complete product and compliance training, and any required exams are recorded.
- 3
- 4
Run payroll and incentives
Salaries and sales incentives tied to premium targets are paid through Zoho Payroll where it is available or your local provider.
Zoho Recruit
Zoho Learn
Zoho PayrollEntity diagram: HR and Payroll
The records this team creates and updates, their key fields, and how they link.
- Zoho People
- Zoho Learn
- Zoho Payroll
Read the relationships as text
- Employee holds Certification (1:N)
- Employee paid by Payslip (1:N)
Who does the work
- HR executive
- HR manager
Approvals and controls
- Incentive payouts are released after sales head and HR sign off
Reports they watch
- Headcount by team
- Mandatory training completion
- Incentive cost against premium written
Hands over to
- Finance and Accounts: Payroll summary for posting
- Compliance and Risk: Staff certification status
Management and ReportingGives leadership one view of premium, renewals, claims, collections and compliance.
Workflow
- 1
Bring data together
Zoho Analytics joins CRM, Creator, Desk and Books data into one model.
- 2
Weekly business dashboard
New premium, renewal retention, open claims and collections by line of business.
- 3
Insurer and agent review
Premium and claims by insurer and by agent guide which partners to grow.
- 4
Act on alerts
Alerts for missed renewals, ageing claims and unremitted premium go to the owner.
Zoho FlowEntity diagram: Management and Reporting
The records this team creates and updates, their key fields, and how they link.
- Zoho Analytics
- Zoho Flow
Read the relationships as text
- Dashboard shows KPI (N:N)
- KPI triggers Alert (1:N)
Who does the work
- Managing director
- Chief operating officer
Approvals and controls
- Premium targets by line and agent are set each financial year
Reports they watch
- Gross written premium and growth
- Renewal retention by line
- Claims ratio and settlement time
Hands over to
- Sales and Agency Network: Targets and focus lines for the quarter
What to expect when you start
A typical plan for a focused project of one to three apps. Larger scope or messy data takes longer; we confirm the timeline after discovery.
Week 1 to 2
Map and agree
We walk through your insurance process from "Prospect" to "Claims", list the records and fields you really need, and agree the scope.
Week 3 to 4
Build the core
We configure Zoho CRM and Zoho Creator with your stages, roles, approvals and templates.
Week 5 to 6
Connect and migrate
We clean and import your data, connect email, payments or other tools, and build the reports you will use every week.
Week 7 to 8
Test and go live
Your team tests with real cases, we train each role, and we cut over with a checklist.
Mistakes to avoid
- Copying the old spreadsheet column for column. Keep only the fields that help someone decide or act.
- Leaving out exceptions such as returns, changes and cancellations. Model them early so the team does not work around the system.
- No owner per stage. Name one person for "Prospect" and one for "Claims".
- Going live without checking reports against numbers you already trust.
A good first win
Start with the problem that hurts most: Renewals are missed. Fixing one visible problem in the first month builds trust and adoption for everything after it.
What you can measure
- Renewal rate
- Quote-to-policy rate
- Claim turnaround
Questions about Zoho for insurance
Which Zoho apps suit insurance businesses?
A typical insurance setup uses Zoho CRM, Zoho Creator, Zoho Sign, Zoho Books, Zoho Campaigns, Zoho Desk. We confirm the exact apps after mapping your own process in a discovery call.
How does the business process flow in Zoho for insurance?
1. Prospect; 2. Quote and proposal; 3. Policy issue; 4. Premium and commission; 5. Renewal; 6. Claims.
Which departments does a Zoho setup for insurance cover?
A full setup covers Sales and Agency Network, Underwriting, Policy Administration, Claims, Customer Service, Compliance and Risk, Finance and Accounts, HR and Payroll, Management and Reporting. Each department works in its own Zoho screens, but they share the same customer, order and finance records, so work moves from one team to the next without being retyped.
Zoho apps we set up for Insurance
Zoho CRM
Zoho Creator
Zoho Sign
Zoho Books
Zoho Campaigns
Zoho Desk
Not sure which apps fit your business? Book a free 30-minute call or see all Zoho products we implement
More industries we build Zoho workflows for
Zoho adapts to almost any business that has leads, orders, projects, people and money to track. A few examples are below; the industries page lists all 179 with a typical process flow and the Zoho apps behind each.
- Construction and ContractingControl tenders, project costs, subcontractors, site materials and progress billing from one system.
- Wholesale and DistributionRun orders, stock across warehouses, credit limits and collections for dealers and retailers.
- Food and BeverageTrack outlet and central kitchen stock, recipes, suppliers and daily sales with branch-wise accounts.
- Fitness and WellnessConvert enquiries into members, manage bookings and recurring fees, and keep members engaged.
- Staffing and RecruitmentManage client job orders, candidate pipelines, placements and invoicing in one flow.
- Travel and TourismTurn enquiries into itineraries, bookings and payments with supplier and customer tracking.
- Telecom and ISPsRun activation, installation, support and recurring billing for subscribers and enterprise accounts.
- Media and AdvertisingManage clients, briefs, campaign projects, approvals and retainer billing for agencies and media firms.
- Import and Export TradingHandle enquiries, proforma invoices, shipments, documentation and multi-currency accounting.