Self-service policy changes and inquiries

Problem

70% of policyholder calls are routine: 'What does my policy cover?', 'Can I add a driver?', 'Send me a certificate of insurance.' Each call costs $8–15 and creates hold times for complex issues.

Solution

The AI agent handles routine servicing through chat, voice, or self-service portal: answers coverage questions using the actual policy document, processes simple endorsements, generates certificates, and explains billing. Complex changes route to a human agent with context.

Benefits

• 60–70% call deflection
• Instant policy document access
• 24/7 self-service
• $5–10 savings per deflected call

How to get started

1. 1

   Map common requests

   Analyze your top 20 call reasons. Identify which can be fully automated (certificate requests, billing questions) vs. which need human review (coverage disputes, complex endorsements).

2. 2

   Connect policy data

   Integrate policy admin system so the agent can read actual policy details, coverage limits, and billing history. Ensure data access controls are in place.

3. 3

   Deploy and measure

   Launch on one channel (web chat). Track deflection rate, customer satisfaction, and escalation reasons. Expand to phone and email as accuracy improves.

Recommended tools

EIS Group, Hi Marley, Ushur. See the full list on the AI Insurance Agent pillar page.