本页内容以英文提供。
Insurance
From the first quote to the claim, and every renewal after.
Agents that know a policy from its exclusions answer policyholders on WhatsApp, calls and email, and do the work in your policy and claims systems.
Agent at work: the agent takes a motor claim on WhatsApp at night, then a call about cover, checking your systems and rules at each step.
Your rules: the agent’s configuration, built with your team. Cover comes from your policy wordings, claims decisions stay with your team, and the agent can only do what you permit.
What you see: the Overview shows conversations by hour with night and weekend peaks, the top reasons for contact, the four agents and what was handed to your team today. Insights shows quality against your standard and two recommendations.
- A policyholder reports a car accident at night
- The agent checks the policy was in force
- The claim is registered and documents requested
- Liability stays with your claims team
- A second policyholder asks about windscreen cover
- Cover exceptions are routed to your underwriting team
- An approved garage, or a request to underwriting
- Your rules, set up with your team
- Cover comes from your policy wordings
- Some decisions always stay with people
- The agent can only do what you permit
- Peaks at night and at weekends: when your team isn’t there
- The top reasons policyholders get in touch
- Four agents, and what each resolved today
- What reached your team today, and why
- Every conversation scored against your standard
- Where a process keeps causing calls
Every claim taken. Nobody asked to start again.
Policyholders get the same standard of answer at any hour, from your own systems, and your team gets the decisions that need a person, with the history attached.
Salesforce, State of the Connected Customer, 2023
56% of customers often repeat themselves to different people
Salesforce, State of the Connected Customer, 2023
55% feel they deal with separate departments, not one company
Zendesk, CX Trends Report 2025
63% would switch after one bad experience
Works with the systems insurance teams run
Don’t see your system?
Many insurers run policy administration and claims systems built for them, and some use third-party administrators. If yours exposes an interface, the agent can act on it, and we build that connection during implementation.
See every integrationLogos are trademarks of their owners. Their use shows systems our agents can connect to and does not imply partnership or endorsement.
A storm floods the claims line. Renewal season floods it again.
Where insurance conversations go wrong
Claims wait for office hours
A policyholder who has an accident at 11pm needs to report it then, not hold for a call centre that opens at eight.
Cover questions queue behind claims
What does my policy cover, and what is my excess, wait in the same queue as new claims, and renewals lapse while they wait.
Claims stall on missing documents
A police report requested by phone, then email, then letter, arrives weeks later, and the claim sits untouched.
Built around how an insurer keeps its promise
Three jobs that decide whether policyholders renew: answering cover questions, keeping premiums and renewals on track, and taking claims properly.
Reem Nasser asks at 22:10 whether her son can be added to her motor policy at renewal. The agent checks the policy and its wording, confirms the driver’s details, books an inspection for Sunday at 10:00 and requests the endorsement. When she asks about the premium, pricing stays with your underwriting team and they receive a brief.
- A policyholder asks about renewal at 22:10
- Checks the policy and its wording
- Confirms the new driver’s details
- Books the inspection in the surveyors’ calendar
- Requests the endorsement in your system
- Premiums stay with your underwriting team
- Underwriting gets the brief, not a phone message
Cover and renewals
Every cover question answered from the policy itself
Cover, excess and exclusions, at any hour
A policyholder who asks at 10pm gets the answer from their own policy wording, not a general brochure.
Renewals prepared in the conversation
Renewal terms, drivers and vehicle details confirmed, so the renewal arrives complete.
Surveys and inspections booked
Slots come from your surveyors’ calendars, and the request lands in your policy system.
Instalment 3 on Hamad Al Ketbi’s home policy falls due. The agent checks consent and sending hours, sends a WhatsApp reminder, explains that it can’t change the instalment date, and he pays by link. A request to reinstate policy 6208 goes to your policy team with a brief, and the week’s totals follow.
- A premium falls due in your system
- Checks consent and sending hours
- The reminder goes out on WhatsApp
- Payment terms decide what the agent can offer
- Paid by link, recorded against the policy
- Reinstatements go to your policy team
- This week, at a glance
Premiums and renewals
Policies kept in force, without chasing policyholders
Reminders before each premium is due
Sent to policyholders who’ve opted in, within the hours you set, with a link to pay.
Renewal terms explained from your system
What’s changed, what’s due and what happens if it isn’t paid, read from the policy.
Exceptions go to your team
Requests to change instalments or reinstate a lapsed policy arrive with a brief, for your team to decide.
Khalid Al Suwaidi reports damage to his car with photos. The agent checks the policy was in force on the date of loss, registers claim CL-2048, requests the police report and books a survey for Tuesday. Two weeks later he disputes the settlement offer, and his claims handler receives a brief with the full history.
- A policyholder reports an accident with photos
- Checks the policy was in force
- Registers the claim with the photos attached
- Requests documents and books the survey
- A dispute goes to your claims handler
- With the whole history, so nobody starts again
Claims
Every claim registered with its documents complete
First notice of loss, at any hour
A policyholder reports an accident when it happens, with photos, in the structure your claims system needs.
Documents requested and tracked
Police reports, photos and estimates asked for in the conversation, and chased until they’re in.
Decisions go to your claims team
Liability and settlement stay with your handlers, who get the full history attached.
Your insurance agent, at work
Four situations every insurer knows, from a storm to the monthly report. Watch what the agent does, and what it hands to your team.
At 21:14 on a storm night, three policyholders message at once: Sana Qureshi about a flooded kitchen, Hessa Al Marri about a leaking roof and Tariq Aziz about a tree that fell on his car, with his passenger hurt. The agent checks each policy and registers each claim with its photos. Tariq’s injury goes straight to a senior handler with a brief, and five items are handed to your team, urgent first, for your team to decide. Only then does the night’s summary appear: 406 conversations, 183 claims registered and 5 handed to your team.
Majid Al Rumaithi asks on WhatsApp, in Arabic and English, whether his car is covered on a drive to Muscat from 13 to 20 November. The agent finds his motor policy, reads its cover and the wording’s section on where it applies, and explains plainly that Oman isn’t covered unless an extension is added. He asks for the extension: the request goes to your underwriting team with a brief, he is told on WhatsApp, and everything lands on his policy record.
Three claims are waiting for documents. The agent checks consent and sending hours: Rohan Varghese has not given consent and is not contacted. Khalid Al Suwaidi is sent an upload link on WhatsApp within your hours and uploads his police report in the conversation. The agent attaches it to claim CL-2048, which moves to Ready for assessment, and he is confirmed on WhatsApp.
The September insights show the top reasons policyholders got in touch and what was resolved without your team. The agent writes the summary in plain English, with what went to your team, finds a recurring cause (excess questions spike after renewal letters, because the motor summary does not show the excess clearly) and recommends showing the excess on the first page of the summary, then posts it to your leadership channel.
- 21:14: three claims at once
- Each policy checked, each claim registered
- Anyone hurt goes straight to a senior handler
- The storm night, summed up
- A policyholder asks about cover abroad
- Answers from the policy wording
- Explains the exclusion plainly
- Extensions go to your underwriting team
- Claims waiting for documents
- Consent and hours checked first
- Documents uploaded in the conversation
- Claims ready for your handlers
- The top reasons policyholders got in touch
- Resolved without your team, by channel
- Written in plain English for your leadership
- The recurring cause, found across conversations
- And the change that would fix it
- Posted to your leadership channel
- Where a process keeps causing calls
Research and innovation
Agents that hold up in real conversations don't come from a model release. They come from sustained research into how an industry works, how its customers behave and what the technology can reliably do. We do that work so your team doesn't have to, and every deployment starts from it.