Cloud Call Recording And Voice AI For Insurance Providers

Insurance companies have to comply with some of the more stringent regulations. As they rely on continually communicating with their customers, assessors and external contractors there is an increasing need to capture, monitor and manage the risk associated with such interactions.

Profile

Karen is the operations manager for a leading insurance company providing general cover in the areas of property, motor, travel, health and life insurance. Karen has a team of insurance sales and service agents who are on the phones talking to new and existing customers regarding their policies, providing quotes and handling claims.

Challenges

The service team often answer questions about coverage, calculating changes to existing policies and discussing premiums, offering the policy best suited for each customer and performing admin tasks. As a large number of these tasks and transactions take place through phone calls every day, it does come with some risks, which include:

Audits to ensure advice given to customers is compliant

Disputes regarding insurance coverage and premium

Insurance claims not documented accurately as detailed notes were not taken

Customers calling to make changes to their policy/coverage, if not once but multiple times

Solution

When such issues arise, evidence is often needed in the form of call recording and conversation to protect the company and agents against many risk factors. With call recording and voice AI, Karen and her team can:

Record calls for regulatory compliance, transaction verification and maintaining organizational records

Refer to a call recording or transcript to resolve disputes

Record calls to prevent claimants or witnesses from adding on additional information altering the details of claims

Use calls with positive sentiment to train staff to improve overall customer experience

Conclusion

With a cost-effective and secure call capture solution available via a SaaS model, insurance providers can reduce risk, monitor processes and eliminate errors in details and communication. Cloud call recording can be deployed immediately to satisfy the phone-based record keeping needs of operations and, most importantly, customers. Additionally, voice AI can transcribe calls, analyze content and be alerted to caller sentiment, providing greater insight into customer calls; enabling agents to plan for customer advice and adjust their insurance policy accordingly.

Cloud call recording can be deployed immediately to satisfy the phone-based record keeping needs of operations and, most importantly, customers.

Use Cases

Dubber has a wide cross section of compliance and security features designed to give you peace of mind. To view Dubber's entire call recording feature suite, visit our Use Cases.

Contact Centre use case

We know the common challenges of deploying call recording to a contact centre, which is why we removed the barriers that come between small businesses and the benefits of recording their calls.

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Integrating With CRM Applications Use Case

Learn how Dubber’s recording platform works seamlessly with your tools and applications to ensure compliance and regulation are met whilst driving greater focus on customer experience.

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Financial Institutions Use Case (Financial Services)

Learn about how financial institutions and advisors can comply with relevant regulations with a call capture and voice AI solution that provides risk prevention and fraud protection.

Read Use Case

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