3-minute read
A regional insurance provider was struggling to keep pace with rising client expectations. As inquiries rolled in daily — about policy details, renewal timelines, premium amounts, and claim statuses — the customer service team found itself constantly behind. Many questions were repetitive, but each still required time to answer, delaying response times across the board.
Clients grew impatient. Simple questions like “When is my policy due?” or “What documents do I need to submit a claim?” sat in queues for hours. During peak seasons, turnaround times were even worse. The agents were overwhelmed, and high-value tasks like resolving disputes or helping new clients often got pushed to the side.
The company knew their service model had to evolve. That’s when they turned to Fidor.AI.
Biggest Pain Point
Long response times and repetitive policy/service questions that left both clients and agents frustrated.
Before Fidor.AI
- The support team spent most of their time answering the same basic policy-related questions
- Claims updates and renewal reminders were handled manually
- High-value clients didn’t always get the attention they needed
- Delays led to lower customer satisfaction and higher churn risk
The team wanted to deliver better service, but bandwidth was limited. Hiring more reps felt inefficient — especially for tasks that could easily be automated.
What Fidor.AI Did
- Instantly answer policy and payment questions, cutting response times by 37%
- Guide users through renewals, improving completion rates by 32%
- Automate early-stage claims, reducing agent workload by 40%
- Provide 24/7 support, increasing client satisfaction by 30% during off-hours
All of this was integrated with the company’s existing CRM and policy systems, ensuring answers were always accurate and real-time.
After Fidor.AI
- Clients received instant answers to their most common questions
- Agents were freed from repetitive admin and refocused on complex claims
- Renewals and claim processes became faster, smoother, and more consistent
- Customer satisfaction improved through quicker, more personalized experiences
The Outcome
With Fidor.AI handling the routine, the insurance company finally got breathing room. Clients no longer waited hours for updates or clarification. Agents had more time to dive deep into important conversations, and leadership saw service levels rise without scaling headcount. What started as a support fix became a smarter, more scalable way to do business.
