AI support desk for insurance brokers and brokerage firms
A brokerage firm’s calls are massively repetitive: send a certificate, where is my claim, change a vehicle on the policy. The agent handles the recurring by reading your management tool, and passes to handlers what genuinely requires advice.
In your day-to-day
- 01
Immediate sending of insurance certificates and policy documents at the policyholder’s request, on the right policy.
- 02
Claim progress updates — survey in progress, documents awaited, insurer’s position — without a handler picking up.
- 03
Endorsement requests (vehicle, address or beneficiary change): pre-qualified file with documents collected, handed to the handler.
A typical scenario
Four handlers, 70 calls and emails a day at normal pace — double after a hailstorm. In this typical firm, the urgent certificate and the genuine dispute wait in the same queue.
- 01
Monday 8:30 AM: a tradesman needs his liability certificate to enter a worksite. The agent identifies the policy, generates the document and sends it — he is on site by 9.
- 02
At 10 AM, a policyholder asks where the survey of her water damage stands: a factual answer read from the management tool — surveyor appointed, visit due Thursday, documents awaited — without tying up a handler.
- 03
At 11 AM, an “am I covered for this?” lands: the agent takes no position, gathers the policy, the covers concerned and the question rephrased, and hands it to the handler, who answers with the full picture.
What changes
Handlers stop being a switchboard and become insurance technicians again; post-storm peaks are absorbed without hiring or overflow.
Order of magnitude
Working assumptions
- →70 requests a day at normal pace
- →six in ten purely factual: certificates, claim progress, policy documents
- →an average of 4 minutes’ handling each
In the region of 40 requests a day handled without a handler — nearly 3 team hours returned daily, and more in weeks of serial claims, exactly when it matters most. An estimate to refine against your volumes.
Indicative estimate built on average sector assumptions — it gets recalibrated on your actual volumes during scoping.
What eats your days
- →
Quote requests arrive at all hours, and the prospect signs with the broker who answers first with a credible comparison of covers.
- →
Unpaid premiums slide towards formal notice and suspension of cover — and the broker carries the relationship when the policyholder discovers they are no longer covered.
- →
A claim with no news from the insurer for three weeks means a policyholder calling the firm — not the insurer.
How it works
- 1
The agent learns your business
It is fed your real sources: FAQ, documentation, ticket history, business rules. It only answers what it can source — no improvising.
- 2
Autonomous resolution, fenced
Recurring requests — tracking, invoices, procedures — are resolved end to end. Anything outside the fence goes to the human queue with a sourced draft reply already written.
- 3
Supervision and continuous improvement
Every conversation is reviewed by our engineers in the first weeks. The autonomous-resolution rate rises as the agent earns reliability — never the other way round.
Typical results
60%
of tickets resolved with no human involved, observed in production
3 min
first response, 24/7
×3
handling capacity for the same team
Orders of magnitude observed in production; your diagnostic sets your own baseline and targets.
Frequently asked questions
Could the agent take a position on cover without a mandate?+
No: saying whether a claim is covered engages the duty to advise, so the agent never risks it. It quotes the policy documents, gives the factual state of the file, and hands any question of cover interpretation to the handler.
Can it file a claim on the policyholder’s behalf?+
It can do better: collect the complete declaration — circumstances, date, photos, third parties involved — check nothing is missing, and lodge it in your management tool for transmission to the insurer. The handler validates instead of retyping.
Is this the problem eating your team’s time?
Tell us how you work today — 30-minute call, then a free written diagnostic of what this agent would change for you, with numbers.
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