42% Reduction in Average Handle Time

Background

This client, one of the UK's largest motor and home insurers, processes over 400,000 claims annually through its contact centre operation. The claims team was under significant pressure from rising call volumes and increasing customer expectations around speed of service.

The insurer had invested in operational improvements but had reached a plateau in performance gains. They approached DigiTalker to explore how AI voice technology could be applied to their first notice of loss (FNOL) process.

The Challenge

The FNOL process required agents to collect detailed information across multiple categories — policyholder details, incident circumstances, third-party information, and damage descriptions. Each call averaged 14 minutes, with significant variation depending on agent experience.

The insurer needed a solution that could reduce handle time without compromising data quality or customer experience. Compliance with FCA regulations around vulnerable customers and fair treatment was non-negotiable.

Our Solution

DigiTalker deployed a conversational AI voice agent specifically trained on the client's FNOL scripts and data requirements. The agent handles the structured data collection portion of the call — gathering policyholder details, incident information, and damage descriptions through natural conversation.

When the AI agent identifies complex circumstances, vulnerability indicators, or customer distress, calls are seamlessly transferred to a specialist human agent with full context. The system integrates directly with the insurer's claims management platform.

Results