Industries / Insurance
A new loss, an endorsement request and a renewal question need different work. The customer should not have to start again at every handoff.
Find the work you can automateThe customer asks for help
The customer asks for help
ILLUSTRATIONFor the insurance service leader balancing new enquiries, policy changes and customers reporting a loss.
We agree and test your industry workflow before customer use.
A policyholder reports damage. Another needs to change a vehicle or address. A renewal is approaching and the requested information has not arrived. Each item needs its own questions, documents and owner.
Measures to review: first-notice intake completion; endorsement turnaround; renewal response; repeat-contact rate.
Send every request to the same queue and a claims report waits beside an address change. Ask the service team to reconstruct every call and routine intake consumes the day. The third option is to identify the request and prepare the work for its proper owner.
The intake workflow distinguishes a new enquiry, first notice of loss (FNOL), an endorsement request and a renewal question. Capture the approved initial details and the policyholder’s contact preference.
For a loss, pass the reported incident and missing information to the claims team. For policy changes or renewal advice, bring in the authorized service or licensed team. Intake does not establish coverage, bind a change or approve a claim.
The work list: collect the requested loss details; request outstanding photos or documents through an approved channel; capture the requested endorsement; arrange a callback; follow up on renewal information; and record the customer’s questions for the next owner.
A photo arrives without the incident reference. The customer repeats a requested change. A renewal reminder goes out while an unresolved question is still waiting. Each gap creates another contact.
Review whether a loss report reached the claims team with usable details, an endorsement request was recorded accurately, and a renewal question requiring advice reached the right person.
The scorecard distinguishes complete intake from a coverage answer. The coaching queue links a missed question or inappropriate assurance to the relevant call. A courteous greeting cannot stand in for a correct handoff.
Start with one task: prepare an FNOL intake summary from the approved questions, flag unanswered items, and route it for claims-team review. A separate approved workflow handles endorsement requests or renewal reminders.
Your team approves each version before customer use. Coverage interpretation, underwriting, binding and claims decisions stay with the authorized people.
Before: the next team asks the policyholder to repeat the incident or requested change. With the agreed workflow: the reported details, requested action, missing items and next owner travel together.
No published insurance-specific result is presented on this page.
Bring an FNOL intake, an endorsement request or a renewal sequence. Define the first workflow and the human boundary before discussing scale.
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Company / Monthly customer conversations / Phone number.
Customer evidence across AIVI
These are the same approved receipts across the site. They do not establish results for every vertical.
Without AIVI, we would have needed 6 more salespeople.
AIVI took our conversion rate from 20% to 50%. Same spend.
50,000 re-engaged. 1,500 qualified. $450K.
Annual revenue unlocked
Your next step
Start with the follow-up, service or admin taking time from your team. We’ll identify the work to review and how it fits your current systems.