Palomar (Nasdaq: PLMR) insures hard-to-protect risks: earthquake, hurricane, and flood. The rapid growth of the portfolio spiked inbound service requests for policy documents, simple cancellations, and non-premium endorsements from policyholders, agents, and mortgagee teams.

Josh Woertz, Palomar's SVP of Operations, issued a clear mandate: "I want to continue to scale our business without scaling our customer service headcount, while giving our existing staff the bandwidth to upskill and take on more strategic work."

Palomar evaluated several AI and automation vendors and selected Pace. Together, the teams captured Palomar's workflows as Agentic Operating Procedures (AOPs), the plain-English playbooks the agents follow inside Palomar's existing systems. The result: requests go from intake to completion automatically. The agents understand the ask, pull the right data, produce the output, and close the case where the team already works.

"Pace takes work from intake to outcome and resolves more than 90% of cases without a human touch, improving consistency while freeing up capacity," said Rudy Hervé, Palomar's COO.

Now in production, Pace processes hundreds of requests per day across voice and email and cleared thousands in its first month live.

Minutes of triage and authentication dropped to seconds. Email queues that once piled up now get resolved and confirmed in the same window. Launch targets for speed and accuracy are being met, and in many cases exceeded.

Pace shipped the first agents in 90 days. Since then, Palomar's operations team has taken the wheel, updating AOPs, testing on real cases, and pushing improvements as workflows change.

About Pace 

Pace is the AI Operations Partner for insurance. Pace's AI agents navigate internal apps, reason across documents, and make phone calls to automate tasks traditionally handled by business process outsourcers. Pace works with leading insurers to handle mission-critical operations including submission intake, policy servicing, claims handling, and data entry.