Digital document delivery is one of the most effective transactional campaigns used by our brokers. When a carrier sends a document via EDI, it is automatically synced to Pathway during the daily sync, triggering eDelivery emails to clients. Brokers most commonly use this feature to send renewals, new business documents, endorsements, payment reminders, and cancellation notices.
This article outlines how to set up filters for sending documents through Pathway.
Filter configuration will typically vary based on the carrier, as well as whether the policy is personal lines or commercial lines. For example, some carriers—such as Wawanesa—issue multiple documents per transaction (e.g., a declaration page and a payment schedule), while others, like Aviva, provide all relevant information within a single document.
Additionally, renewal workflows differ between policy types. For personal lines policies, renewal documents automatically trigger the renewal process within the BMS, creating a future-term policy. In contrast, commercial lines policies do not always follow this behavior, and the renewal process may need to be initiated manually at the policy level.
The example above demonstrates a setup where two documents are downloaded. When configuring a campaign, we recommend starting with a real client example that reflects a typical, recent download.
There are three main components to the filter setup: eDoc 1 filters, eDoc 2 filters, and Policy filters. Both documents and the policy are linked by the same policy number. If a carrier provides only one document, only eDoc 1 filters are required.
Policy filters serve two key purposes: they allow you to include policy details (such as policy number or renewal date) within the email, and they ensure the correct Pink Slip is generated—future-dated for new business and renewals, and current-term for policy changes.
Filter configuration may vary depending on your BMS and how documents are labeled, but the overall logic remains consistent. Filters can be based on eDoc descriptions and, where needed, Abeyance codes. Additional filters—such as billing type or branch code—can also be applied depending on your internal processes.
A basic campaign flow typically includes: triggering the email based on the document upload date, activating the contact, validating the contact status, and generating an abeyance if the email is invalid. After a short delay (e.g., three days), the email is sent. If the contact is valid, the email can be sent immediately.
For a more advanced setup, you can use an Advanced chip to compare the current policy premium with the previous term. If a defined increase threshold is met, you can automatically send a tailored message informing the client that their premium has increased and that your team is reviewing options on their behalf.