Policy Purchase Agent
We built an agent that matches customers to suitable plans, explains add-ons and trade-offs, walks them through documents and e-KYC, and completes payment, nudging them back if they pause.
Case Study
AI Agents Across the Insurance Lifecycle
An insurer wanted to sell more policies, keep existing customers renewing and settle claims faster, without adding headcount to its sales, service and claims teams.
We built AI agents that guide customers from quote to policy, run personalized renewal journeys, and handle claims intake and coordination across messaging, web, email, SMS and voice, with human hand-off whenever it is needed.
The Challenge
Leaks at every stage of the policy journey
Sales, renewals and claims each lost customers and time to manual, disconnected processes.
Drop-Offs Between Quote and Policy
Prospects compared plans, started applications and then stalled at documents, KYC or payment, with no timely follow-up to bring them back.
Lapsing Renewals
Renewal reminders were generic and late, so policies lapsed that could have been kept with the right message at the right moment.
Slow, Manual Claims
Claim intake, document chasing and coordination with hospitals, garages and adjusters relied on phone calls and email, stretching cycle times and frustrating customers.
The Solution
One set of agents from quote to claim
We connected AI agents to the insurer's policy, payment and claims systems so they could complete tasks for customers, not just answer questions.
Renewal and Retention Journeys
Customer segments such as renewal-due and lapse-risk drive personalized reminders, payment recovery and cross-sell outreach across messaging, email, SMS and voice.
Claims Intake Agent
Customers report a claim in a guided conversation that captures incident details, photos and documents, checks coverage and missing information, and creates the claim automatically.
Cashless Hospitalization Concierge
The agent guides eligibility and pre-authorization, collects medical documents, coordinates with the hospital and keeps the family updated while the customer is in care.
Unified Customer Intelligence
Policy, claims, engagement and service data come together in one customer profile, with renewal-risk and upsell signals feeding campaigns and agent routing.
Results
More policies sold, kept and settled
Faster Conversions
More quotes turn into issued policies, with fewer customers dropping off along the way.
Faster Claims Settlement
Guided intake and automated coordination shorten claim cycles while reducing manual effort.
Better Retention
Timely, personalized renewal journeys keep more policies active.
Lower Cost to Serve
Round-the-clock self-service handles routine requests, with safe hand-off to people for complex cases.
Conclusion
By putting AI agents at each step of the insurance lifecycle, the insurer made buying a policy simpler, kept more customers renewing and took the manual effort out of claims. Customers get fast answers on the channel they prefer, while sales, service and claims teams focus on the cases that genuinely need a person.
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