Blogs
Straight answers for people who run claims.
What poor service actually costs, how to cover the hours nobody staffs, and where an AI agent belongs in a regulated conversation. No numbers we cannot source.
How should an insurer handle the renewal call spike?
Renewal is when the phones spike and retention is decided in a single call. How an AI agent answers every renewal call, handles the routine questions, and hands the ones who want to leave to a person.
Insurance complaints in 2026: what the Ombudsman's data actually says
Complaints across financial services fell nearly 30%. Insurance barely moved, down 0.4%. And inside insurance, commercial is going the other way. Our own arithmetic from the published datasets, with one correction.
What does poor claims service actually cost an insurer?
The bill does not arrive as a line on the P&L. It arrives as complaints you defend, claims people abandon, and customers who quietly renew somewhere else.
How should an insurer handle claims calls out of hours?
Losses do not happen between nine and five. Here is what a workable out-of-hours setup has to do, and why taking a message is not it.
Is it safe to let AI answer policyholder calls?
The risk is not the technology. It is the scope. Here is what an AI agent must never be allowed to do in insurance, and who is accountable when it goes wrong.
AI agent or an outsourced contact centre: which is right for an insurer?
Three ways to cover the calls you cannot answer. An honest look at where each one wins, including where the AI agent is the wrong answer.
Seven questions to ask before you let AI speak to your policyholders
A buyer's checklist for Heads of Claims and conduct risk leads. If a supplier cannot answer these seven, the demo does not matter.