Let AI handle the admin. Keep the advice with your people.
Insurance teams spend huge amounts of time on calls that need no expertise: where are my documents, when is my renewal, how do I report a claim. We take that load off, bring in fresh quote enquiries, and make sure anything regulated reaches an authorised member of staff.
Your account handlers are not a switchboard.
Brokers and insurers carry a heavy mix of new business, renewals, mid-term changes and claims. Most of the friction sits in the first few minutes of each call, before anyone has done anything that needs a licence.
Renewals slip by
Customers who are not contacted before their renewal date shop around or lapse. Manual chasing is slow and inconsistent, and it is the first thing to drop when the office is busy.
Quote enquiries wait
Someone asking for a quote has usually asked several firms. If the call back comes the next day, the business has often gone.
Claims calls in stressful moments
A customer reporting a claim needs to be heard straight away and asked the right questions. Long queues at that moment damage trust, and can sit badly with your Consumer Duty obligations.
The same questions, all day
Policy documents, payment dates, cover basics, how to add a driver. Necessary questions, but not the best use of experienced staff.
AI automation for insurance
Our EngageAI team deploys VoiceAI agents and chatbots that sit in front of your team, not in place of it. They answer in under three rings, 24/7, and log every call recording and note into your system.
First-line call handling
A VoiceAI agent greets every caller, identifies why they are calling and routes them. Simple factual queries are answered from a knowledge base you approve. Anything needing a decision, advice or access to sensitive account detail goes to the right person with a summary of the call, so the customer does not repeat themselves.
Renewal reminders and outbound VoiceAI
Ahead of each renewal date, an outbound VoiceAI call or SMS reminds the customer, checks whether their circumstances have changed and books a call with an account handler where needed. It can also reactivate old quotes sitting in your CRM that were never followed up. All outreach respects consent, TPS and PECR.
Claims first notification: information capture
When a customer reports a claim, the AI agent captures the basics in a calm, structured way: policy reference, date and nature of the incident, location, whether anyone was hurt, third party details where relevant. It then hands over to your authorised claims staff or the insurer’s claims line with a complete record. It does not make decisions on cover or liability. Ever.
Policy FAQ chatbots
An AI chatbot on your website, WhatsApp or SMS answers routine questions from verified content: how to get documents, payment options, how to make a change. If a question strays into advice or interpretation of cover, the chatbot says so and offers a call back.
Integration with broker systems and CRMs
Value comes from the data landing in the right place. We connect to broker platforms, Salesforce, HubSpot, Zoho, Microsoft and Google calendars, email and spreadsheets. Where a system has no ready-made connector, we build the bridge. That is what integration-first means: we connect the systems that don’t talk to each other.
A clear line between AI and authorised staff.
The single most important design decision in an insurance deployment is where the AI stops. We agree that line with you in writing before anything goes live.
| Task | AI agent | Your authorised staff |
|---|---|---|
| Answering and routing calls | Yes, 24/7 | Receive warm handovers |
| Factual policy FAQs | Yes, from approved content | Own and approve the content |
| Renewal reminders | Yes, with consent | Discuss options and recommend cover |
| Quote enquiry intake | Captures needs and details | Quote, advise and arrange |
| Claims notification | Captures information | Assess, decide and manage the claim |
| Advice, cover decisions, complaints | No: hands over | Yes |
Faster answers can support good outcomes.
The FCA’s Consumer Duty asks regulated firms to deliver good outcomes for retail customers, including good customer support. Customers should not face unreasonable barriers or long waits when they need help, particularly when making a claim.
Used carefully, AI helps: no queue at 2am, consistent information, a complete record of every interaction. Used carelessly, it becomes a barrier. That is why we build in AI disclosure, an easy route to a person, special care for customers who may be vulnerable, and handover of anything regulated to authorised staff. Your compliance team should review the design, and we welcome that.
Safeguards we build in
- AI disclosure at the start of every call
- Always an option to speak to a person
- Escalation triggers for distress or possible vulnerability
- No advice or cover decisions made by AI
- Recordings and transcripts stored for oversight
- Consent, TPS screening and UK GDPR handling
More of the right enquiries, and a plan to win them.
Quote enquiry leads
Certified quote enquiries from comparison sites and paid social for the lines you want to grow, from commercial and specialist cover to niche personal lines. Each prospect has replied to an SMS or spoken to us to confirm details and interest. Exclusive to you, delivered in real time. Prefer meetings? We can book qualified appointments with your account handlers, pay per appointment. Pricing agreed per campaign after a discovery call, with no set-up fees or retainers.
Consultancy for brokers
Our founder has over 30 years helping organisations adopt software, including in financial services. We review your sales process and CRM, audit cost per policy by lead source, map where AI can safely save time, and advise on build versus buy. Off-the-shelf for what every broker does the same way. Tailored where your process is your edge.
Questions brokers and insurers ask us.
Will the AI give customers advice on cover?
No. The AI answers factual questions from content you approve, captures information and routes calls. Advice, recommendations and decisions on cover stay with your authorised staff.
Can VoiceAI take a claim?
It can capture first notification information in a structured way and hand it to your authorised claims staff or the insurer’s claims process with a full record. It does not assess claims or decide on cover or liability.
How does this fit with Consumer Duty?
We design for good customer outcomes: quick answers, AI disclosure, an easy route to a person, escalation for possible vulnerability and full records for oversight. Your compliance team should review the design before launch, and we will support that review.
Can it connect to our broker system?
In most cases, yes. We integrate with common CRMs such as Salesforce, HubSpot and Zoho, and build connections to other platforms where they allow it. We confirm what is possible for your system on the discovery call.
Can you make outbound renewal calls?
Yes. Outbound VoiceAI and SMS can remind customers ahead of renewal and book a call with an account handler. Outreach is only made where it is lawful, with consent and TPS screening.
What does it cost?
Managed AI agents start from £497 per month and custom automation projects from £2,500, ex VAT. Lead and appointment campaigns for insurance are priced per campaign after a discovery call.
Free your handlers for the work that needs them.
Book a 30-minute call. We will map which calls AI can take, which it should not, and what that would look like in your systems.