# Manual Underwriting

The feature allows insurers to process customer cases manually when certain underwriting conditions are met. This gives the possibility to capture a wider range of customers and to have a dedicated, qualified underwriter verify the eligibility of each individual case at a later stage.

In the webflow, characteristics are defined that trigger a manual approval by an underwriter, e.g. sum insured above a certain value. If this characteristic applies, the customer will not purchase the policy directly. Instead, the customer will create a pending offer and an underwriter with permission can review the offer on KASKO Dashboard. 

The underwriter can then approve, edit, or reject the offer. Each action will include a Note field to add to the case. This note will be shown on the offer to Dashboard users once the action is taken. After approval or a price adjustment (overwrite with a net premium figure), customers will receive an email to resume back to the webapp and they can purchase the policy in the webapp. If the offer is rejected, the customer is informed that a purchase is not possible.

To set this up, you will first need to make sure your Pricing Logic Excel ( [pricing-logic](https://docs.kasko.io/product-builder-manual/fundamentals/create-your-first-product/pricing-logic "mention") ) supports Manual Underwriting feature as all the underwriting rules are set up in the excel.

There are a few things you need to set up in the Pricing Excel.

1. **Predefined field** (column G-H)\
   You will need to add in `G11` cell `manual_underwriting_enabled` and `H11` `TRUE` to make the pricing engine support manual underwriting feature. If you have other Pricing Variables ( [pricing-variables](https://docs.kasko.io/product-builder-manual/fundamentals/create-your-first-integration/pricing-variables "mention")) you can add them below `row 11`
2. **Extra** (column M-N)\
   In `M9` cell, you will need to add `flow` and `N9` should be a dynamic value depending on the user inputs (the manual underwriting rules). If the case should be manual underwriting, `N9` should have `TRUE` value; if the case should NOT trigger manual underwriting, `N9` should have `default` value.   
3. **Input field** (column B-E)\
   As stated in [pricing-logic](https://docs.kasko.io/product-builder-manual/fundamentals/create-your-first-product/pricing-logic "mention"), this is the area you should include all the data you need to collect to calculate your premium. You should also include the manual underwriting related data here so that you can capture the cases. For example, if `insured_sum` above 10 millions should trigger manual underwriting, you will need to add `insured_sum` in the Input field so that you capture the data and can set the rules.\
   Similarly to how you treat other input fields (read more in [pricing-logic](https://docs.kasko.io/product-builder-manual/fundamentals/create-your-first-product/pricing-logic "mention")), you will set the rules (for example `if insured_sum >= 10000000` then `N9` should be `TRUE` otherwise `default` . If you have multiple triggers, you should do the same. The ultimate principle is that if the case should trigger manual underwriting, `N9` should return `TRUE`
4. **Quote field** (column J-K)\
   We usually suggest adding `data.flow` and `extra_data.flow` to your Quote fields so that you can see in the policy data whether the case has triggered manual underwriting or not. The quote value (column K) should have the same output as `N9` (TRUE/default).

Once you have set up your pricing excel, you can now go to the Product Feature section and enable Manual Underwriting feature. You will need to toggle on the feature and depending on how you wish to communicate the manual underwriting offer status, you can set up emails and documents at different stages of this process.

<figure><img src="https://3958097797-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHNwbN62wHJkXHE6QwYrR%2Fuploads%2FDj4UTZcCg4fWIRMJqJY1%2FScreenshot%202025-12-03%20at%2011.07.01.png?alt=media&#x26;token=2b00bb9c-ca02-4a0c-93dd-2203d6aaf0d1" alt=""><figcaption><p>To enable manual underwriting, please make sure, that the switch is turned on (is on right side)</p></figcaption></figure>

<table><thead><tr><th width="310">Email Event</th><th>Description</th></tr></thead><tbody><tr><td><strong>pending_offer_stored</strong></td><td>This email will be sent when a pending offer (manual underwriting case) is created.</td></tr><tr><td><strong>pending_offer_created</strong></td><td>This email will be sent when a pending offer is accepted and ready to be converted to a policy.</td></tr><tr><td><strong>pending_offer_rejected</strong></td><td>This email will be sent when a pending offer is rejected.</td></tr><tr><td><strong>pending_offer_made_exception</strong></td><td>This email will be sent when a pending offer is marked as an exception.</td></tr></tbody></table>

<table><thead><tr><th width="312">Document Event</th><th>Description</th></tr></thead><tbody><tr><td><strong>pending_offer_approved</strong></td><td>This document will be generated when a pending offer (manual underwriting case) is approved.</td></tr><tr><td><strong>pending_offer_stored</strong></td><td>This document will be generated when a pending offer (manual underwriting case) is created.</td></tr><tr><td><strong>pending_offer_made_exception</strong></td><td>This document will be generated when a pending offer is marked as an exception.</td></tr></tbody></table>

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