Insurance and financial services
Heavy paperwork and hard deadlines. Applications are taken around the clock, completeness is checked before a manager sees them, and renewals are not forgotten.
What people usually arrive with
What we do
Application intake
By voice and in messengers, with the substance recorded and passed to a manager with context.
Completeness checks
Documents are read, and anything missing is requested from the customer before the application moves on.
Scoring
Scoring on your own rules and decision history, so clear cases move faster.
Renewal reminders
A calendar of dates with touches in the customer's channel ahead of time, not on the expiry day.
Answers about terms
Cover, exclusions and the claims process from the current documents, with a link to the clause.
Conversation quality control
Transcription and scoring against a checklist, which matters where a regulator is involved.
What this looks like in practice
Typical scenarios in this area: what people arrive with and what we do about it. These are not named client cases, the confirmed work is collected in the portfolio.
- Situation
- Incomplete document packs were discovered at underwriting.
- What we do
- Completeness is checked at intake, and anything missing is requested straight away.
- Situation
- Every application was reviewed by hand, and the queue grew with the ad spend.
- What we do
- Scoring on decision history: clear cases pass by themselves, the middle band goes to a person.
- Situation
- Renewals were missed and customers left quietly for competitors.
- What we do
- Reminders on a calendar of dates, with touches a month and a week ahead.
The questions we get most
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Pick a time that suits you. We will talk about how the process works today and where it breaks