AI Governance & Safe Automation Policy
Standard operating procedures, non-delegable insurance responsibilities, privacy safeguards, and human oversight standards for Rainbow Insurance Agency.
Policy Mandate & Core Principle
Adopted August 2026 • Rainbow Insurance Agency (Fort Worth, TX)
At Rainbow Insurance Agency, automated software tools and AI customer assistants exist exclusively to facilitate general insurance education, guide website navigation, and streamline appointment booking with human licensed staff. Under no circumstances does artificial intelligence bind coverage, assess fault, calculate final insurance premiums, adjudicate claims, or make underwriting decisions. All insurance contracts remain strictly under the purview of licensed human insurance agents and authorized carrier underwriters.
Approved AI & Automation Uses
- ✓Providing neutral, factual educational definitions of insurance terms (e.g. BOP, CGL, inland marine).
- ✓Directing visitors to relevant website service and industry hubs.
- ✓Collecting basic qualification details (business trade, vehicle count, contact preferences) for human agent follow-up.
- ✓Facilitating appointment scheduling with Susan Hedary and agency staff.
- ✓Providing carrier after-hours claims reporting phone numbers and carrier payment portal links.
- ✓Offering bilingual conversational assistance in English and Spanish.
Strictly Prohibited AI Actions
- ✗Binding, issuing, modifying, renewing, or canceling an insurance policy.
- ✗Promising pricing, rate savings, guaranteed discounts, or carrier eligibility.
- ✗Determining fault, legal liability, coverage applicability, or claim outcomes.
- ✗Accepting or certifying a formal insurance claim as officially filed.
- ✗Processing credit card numbers, debit cards, or bank routing numbers.
- ✗Providing legal advice or guaranteeing certificate of insurance (COI) turnaround.
Prohibited Sensitive Customer Data (NPI)
The AI assistant and client chat interfaces are strictly configured to reject and discourage the entry of Nonpublic Personal Information (NPI). The assistant displays explicit warnings prohibiting users from entering:
* Sensitive underwriting documents (such as prior declarations pages or commercial loss runs) are collected only through secure, encrypted file-transmission forms or directly by licensed staff via authorized office communication channels.
Human Oversight & Escalation Procedures
Automated Qualification Limit
The AI assistant must not ask more than three qualification questions before directing the customer to a human licensed agent handoff.
Staff Lead Routing
Submissions are routed directly to Susan Hedary and licensed staff with complete metadata: timestamp, source page, service line, contact method, and consent state.
Human Verification
A licensed human agent verifies business facts, reviews underwriting guidelines across 56+ carrier markets, and presents genuine policy proposals.
Monthly AI Governance & Quality Review Checklist
Verify that no Nonpublic Personal Information (NPI), credit card numbers, or Social Security numbers were inadvertently stored in chat logs or form logs.
Audit sample automated conversation transcripts to verify that the assistant adhered to neutral educational answers and accurately cited website links.
Confirm that commercial quote requests, policy reviews, and certificate requests were assigned to staff and addressed in accordance with internal service standards.
Execute automated pruning of chat transcripts older than the retention limit (90 days default) and process any verified customer data-deletion requests.
Vendor & Data-Processing Transparency
Customer chat interactions and booking requests submitted to Rainbow Insurance Agency are processed via secure TLS 1.3 encryption in transit. Customer data submitted to our assistant is never utilized to train public artificial intelligence models. For inquiries or to request deletion of your conversation data, visit our Privacy Data Request Center or contact Susan Hedary at (817) 922-8031.
Rainbow Insurance Agency
Rainbow Insurance Agency is an independent insurance agency located at 2209 8th Ave in Fort Worth, Texas. Founded and owned by Susan Hedary, Rainbow helps Fort Worth and Tarrant County families and businesses compare insurance coverage options from more than 56 insurance carriers and markets, subject to carrier availability, underwriting guidelines, and eligibility. Commercial services include business insurance, general liability, commercial auto, commercial trucking, workers’ compensation, contractor insurance, commercial property, and industry-specific coverage.
Why Work With an Independent Insurance Agency?
An independent insurance agency can compare available coverage options across multiple insurance carriers and markets. Availability, pricing, and eligibility depend on carrier guidelines, underwriting, and the facts of each risk.