INSUREU2® AI Help Desk
Read this first before submitting any documents.
1. Purpose of This Guide
This guide explains what documents you can submit to your INSUREU2® AI Knowledgebase and how to organize them so they can be ingested quickly, accurately, and at no additional cost.
INSUREU2® AI is not a file storage system.
It is a governed, searchable knowledge system used by agents during live customer interactions.
When documents are well structured, they:
Go live faster
Produce more accurate AI answers
Reduce back-and-forth
Avoid delays and conversion fees
2. How to Think About Your Uploads (Important)
Before uploading a document, ask yourself one or more of the questions below.
A. Customer-Facing Use
Would an agent need this information during a call to correctly answer a customer?
If yes — it belongs in the Knowledgebase.
B. Internal Knowledge Use (Equally Important)
Is this something agents regularly ask about because they need clarity or confirmation?
Examples include:
Agent → Principal Agent
Agent → Agency Owner
Agent → Service Department
Agency → Carrier or Company
New Agent → Senior Agent
Sales → Service
Service → Underwriting
If yes — this document is a strong Knowledgebase candidate.
C. Repeated Reference or Instruction
Is this information something people frequently:
Look up
Ask about
Need instructions for before taking action
Common examples:
“What’s the rule here?”
“Do we allow this coverage?”
“How do we handle this situation?”
“What’s the carrier requirement?”
“Where do I find that?”
“What should I say?”
If the document answers these questions, it belongs in the Knowledgebase.
D. Decision-Making & Consistency
Does the document exist to:
Prevent errors
Standardize responses
Reduce guesswork
Ensure compliance
If yes — it should be uploaded.
Final Rule of Thumb
If anyone has ever said:
“Let me check.”
“I’ll confirm.”
“I need to ask.”
“Where’s that rule?”
That information belongs in the Knowledgebase.
3. Acceptable Policy Types & Recommended Knowledgebase Categories
Documents may relate to any policy type, but they should be submitted based on when and how they are used, not just the coverage itself.
Recommended Knowledgebase Categories
New Business–Related Documents
Billing–Related Documents
Claim Process Documents
Service Process Documents
Renewal-Based Documents
SOPs (Standard Operating Procedures)
BOPs / Program Guides
System Manuals & Platform Instructions
Each document should clearly support one primary category.
A. Personal Lines — Acceptable Policy Types
🏠 Property Insurance
Policy Types
Homeowners (HO-1 through HO-8)
Condo (HO-6)
Renters (HO-4)
Landlord / Dwelling Fire (DP-1, DP-2, DP-3)
Mobile / Manufactured Homes
Flood (NFIP or Private)
Earthquake
Windstorm / Hurricane
Personal Property Floater (Inland Marine)
Acceptable Knowledgebase Content
New business underwriting and eligibility
Billing rules and payment options
Claims reporting and coverage scenarios
Endorsements and policy changes
Renewal and non-renewal rules
SOPs, BOPs, manuals, and system instructions
🚗 Auto & Vehicle Insurance
Policy Types
Personal Auto
Motorcycle
Classic / Antique Auto
RV
Boat / Yacht / Watercraft
Snowmobile
ATV / UTV
Acceptable Knowledgebase Content
Driver and vehicle eligibility
Billing and down-payment rules
Accident and claims procedures
Vehicle and driver changes
Renewal and underwriting triggers
Internal workflows and system steps
🛡 Personal Liability Insurance
Policy Types
Personal Umbrella
Personal Liability
Pet Liability
Acceptable Knowledgebase Content
Underlying limit requirements
Eligibility rules
Exposure or limit changes
Umbrella qualification SOPs
B. Commercial Lines — Acceptable Policy Types
🏢 Commercial Property
Building & Contents
Business Interruption
Equipment Breakdown
Builder’s Risk
Tenant Improvements
Cannabis-Related Property Coverage
Acceptable Content
Occupancy and construction rules
Claims procedures
Endorsements and value updates
Program and carrier manuals
🚛 Commercial Auto
Business Auto (BAP)
Truckers / Motor Carrier
Fleet
Hired & Non-Owned Auto
Acceptable Content
Underwriting rules
Driver qualification requirements
Fleet changes
Claims handling
Renewal eligibility
⚖ General Liability
CGL
Product Liability
Premises Liability
Completed Operations
Contractual Liability
Acceptable Content
Coverage triggers
Exclusions
Certificate requirements
Endorsement rules
👩⚕️ Professional Liability (E&O)
Insurance Agents
Real Estate
Legal, Consulting, Tech
Medical Malpractice
Acceptable Content
Eligibility requirements
Retroactive dates
Claims-made handling
Renewal considerations
👷 Workers’ Compensation
Statutory Workers’ Comp
Employer’s Liability
Acceptable Content
Class codes
Payroll reporting
Claims procedures
Audit and renewal rules
🧩 Specialized Liability
EPLI
D&O
Cyber
Crime / Fidelity
Liquor
Pollution
Garage Liability
Excess / Umbrella
Acceptable Content
Eligibility criteria
Attachment points
Claims processes
Coverage limitations
C. Specialty & Surplus Lines
Special Events
Cannabis
Entertainment
Kidnap & Ransom
Drone
Weather
Terrorism
Niche Programs
Contractors
Home Healthcare
Nonprofits
Religious Institutions
Transportation
Habitational
Hospitality
Acceptable Content
Program rules
Underwriting guidelines
Claims specifics
Service and renewal workflows
D. Bonds
Surety Bonds
Fidelity Bonds
License & Permit Bonds
Court Bonds
Notary Bonds
Acceptable Content
Eligibility
Required documents
Processing steps
Renewal and cancellation rules
7. Acceptable Document Types (Format Rules)
✅ Preferred
PDF (text-selectable)
Microsoft Word (.docx)
Google Docs
⚠ Conditionally Accepted
Excel (.xlsx) — must be clean and structured
PowerPoint (.pptx) — text-based
❌ Not Accepted Without Conversion
Scanned PDFs
Photos or screenshots
Email chains
ZIP files
Handwritten notes
8. When a Conversion Fee May Apply
A conversion fee may apply if documents are:
Unstructured
Image-based
Mixed across policy types
Not agent-ready
Conversion services may include:
Formatting
Rewriting for clarity
Topic separation
Knowledgebase-ready structuring
You will always be notified before any fee is applied.
You may also revise and resubmit at no cost.
9. What Happens After You Submit
Documents are reviewed for Knowledgebase readiness
Approved documents are ingested
The Knowledgebase is updated
You are notified through the INSUREU2® AI Help Desk
Restart INSUREU2® AI to access updates
Ticket is closed
10. Final Guidance
Well-organized knowledge creates:
Faster answers
Better AI responses
Fewer errors
If you are unsure where a document belongs, submit it with a note.
Our team will guide placement before ingestion.
Knowledgebase Submission Disclaimers
Document Upload & Formatting
Documents must follow these guidelines. Non-compliant files may be delayed, returned, or require conversion services.
File Naming & Date Accuracy
All documents must include an effective or last-updated date in the file name.
Example:2026-01-15_Personal_Auto_Underwriting_Guidelines.pdf
Document Currency
Clients are responsible for submitting the most current documents. INSUREU2® AI is not responsible for outdated materials.
Client-Specific Knowledgebase
All documents are private and visible only to the submitting client. No sharing occurs between clients.
No Cross-Knowledgebase Access
There is no cross-search or shared visibility between separate client Knowledgebases.
Client Authorization
Clients confirm they are authorized to submit all materials provided.
AI Response Dependency
AI accuracy depends on the quality and completeness of submitted documents.
Final Acknowledgment
Submitting documents confirms agreement with these guidelines and ensures faster ingestion, accurate AI responses, and a secure Knowledgebase experience.
Need More Help?
Did this article help? If not, or if you need further assistance with your INSUREU2® AI setup, our team is here to support you.
You can email us anytime at support@insureu2.ai, and our team will assist you as soon as possible.
Have more questions?
Submit a support request and we’ll take care of the rest.
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