Policy Status & Coverage Enquiry Automation
The Challenge
Agents spend time reading the same answers from the system.
But here is the real problem:
Simple status and coverage questions clog lines.
As a result:
Agents cannot focus on revenue tasks.
Hold times frustrate customers.
As a result:
Experience scores drop.
The Approach
We automated the FAQ tier with secure lookups.
80% of calls are status/coverage/payment queries.
Customers just need fast, accurate answers they can trust.
We needed a solution that could:
Authenticate quickly and read answers from source systems.
Hand off to humans only when intent is complex.
The Solution
A self-service voice lane for policy queries.
Secure Lookup
Verifies policyholder and fetches status/coverage instantly.
Payment & Renewal Info
Shares due amounts, dates, and next steps without agent time.
Escalation Gate
Offers transfer for complex or disputed cases.
The Impact
Service impact:
40%
deflection of tier-1 policy queries.
18%
improvement in CSAT for service calls.
Result? Faster answers, happier policyholders.
Self-service covers the repetitive questions.
