Autonomous Policy Servicing Agent
AI-powered self-service that handles policy changes, queries, and renewals 24/7.
The Challenge
Policy administration — processing endorsements, answering coverage queries, issuing certificates, managing payments, and handling renewals — consumes a disproportionate share of insurer operational budgets. Contact centre volumes are high, handle times are long, and first-call resolution rates are often poor. Customers expect instant digital service; insurers are delivering 1990s telephony experiences. The resulting friction drives both churn and operational cost.
The Quapt Agentic AI Solution
QUAPT develops conversational AI policy servicing agents with deep, secure integration into Policy Administration Systems (PAS). Policyholders interact through natural language — via web chat, mobile app, or voice — and the agent can retrieve policy details, explain coverage in plain language, process straightforward endorsements, issue certificates of insurance, manage payment arrangements, and guide renewals. Complex requests are seamlessly handed off to human agents with full context — eliminating the frustration of customers repeating themselves.
Key AI Capabilities
- Natural language understanding for complex insurance policy queries
- Secure integration with Policy Administration Systems (PAS) for real-time data access
- Straight-through endorsement processing for standard policy changes
- Instant certificate of insurance generation and delivery
- Payment management: schedule changes, missed payment handling, payment plans
- Guided renewal with coverage adequacy review and upsell recommendations
- Seamless human escalation with full conversation context transfer
70%
Contact Centre Volume Deflected
94%
First-Contact Resolution Rate
24/7
Service Availability
55%
Reduction in Servicing Cost
Business Outcomes
- Dramatic reduction in contact centre volume and associated operational costs
- Significantly improved policyholder experience through instant, accurate service
- Extended service hours to 24/7 without proportional staffing costs
- Human agents freed to handle complex, high-empathy interactions
- Consistent, compliant service delivery across every customer interaction
- Valuable customer interaction data informing product and service improvements
