A missed call is a lost renewal. A mid-term adjustment stuck on hold is the reason they take a competitor's call at renewal. And a claimant who can't get an update rings back three more times, then rates you on the wait rather than the settlement.
Renewal season is won and lost on the phone. When hold times climb at peak, customers who fully intended to renew start shopping instead, and a book built over years leaks a few percent a month. And most brokers can't say why customers are calling in the first place, so they can't see which broken journey is driving the repeat contact.
Volume grows faster than the headcount budget, and in a tight labour market you may not be able to hire your way out of it anyway. A phone-assisted mid-term adjustment costs roughly €15–€20 in agent time, systems and admin and a large share of the calls arriving every day are exactly that: address changes, policy documents, premium questions.
A different phone system in each office. Front office and back office on separate platforms. Payment calls create a compliance headache every time. No single view of what is actually happening across the operation, and a small in-house IT team carrying it all.
Consolidation is the story of this market, and every deal brings another contact centre to absorb. On legacy infrastructure, that means hardware, site engineering and a bespoke integration project each time, while the acquired team keeps working differently from everyone else.
Claims are where the relationship is decided, and where the calls are hardest: first notification of loss, status chasing, document requests. A claimant who can't get an update rings back three or four times and judges the whole experience on the wait, not the settlement.
The Central Bank of Ireland or the FCA requires you to account for every customer interaction and to keep card data out of call recordings. Doing that manually adds steps to every agent's day and still leaves gaps you can't evidence when someone asks.
DigitalWell helps insurance brokers automate mid-term adjustments with conversational AI agents available across chat apps, your website, and your phone line.
A mid-term adjustment touches three separate systems: identity verification, payment processing, and the policy record itself. Brokers' back-end systems are notoriously difficult to integrate with, and we've already done it.
A phone-assisted mid-term adjustment typically costs an insurer around €15–€20 to process, accounting for agent time, systems, and admin. Handle it with AI end-to-end, and cost drops to the marginal cost of a digital transaction.
Most brokers already offer mid-term adjustments through a portal. Conversational AI lets you put the same workflow into web chat, SMS, WhatsApp, or a phone call, wherever your customers actually reach out, without building separate processes.
Reliable, secure connectivity across every office, from a single branch to a group running acquisitions at pace, built to keep policy and claims systems, payment processing, and communications running without depending on stretched in-house IT.
One platform connecting office-based agents, remote staff, claims handlers, and management, so every location works from the same call flows and reporting instead of a different phone system at each office.
Contact centre and AI Voice Agents built to handle renewal queries, mid-term adjustments, claims status, and first notification of loss at volume, so customers get an answer instead of a queue, and your team’s time goes to the calls that actually need a person.
