Insurance specialists
Our specialists understand claims, underwriting, and broker operations.
AI-Powered Contact Centres for Insurance
From first notice of loss to renewal, Softcat helps you design a contact centre that keeps policyholders and brokers informed.
A clear route through each claim
Policyholders and brokers get prompt answers on claims and renewals, and customers reach urgent assistance directly, even during major events. We connect approved policy and claim information to your contact channels, so answers come from live records. Your handlers spend more time on the claims that need their judgement.
Improve each stage of the policyholder journey
Start with the journeys where AI can help most. Each one shows what changes for the people you serve and how we deliver it.
Claims reporting and coordination
Fuller first reports and clear next steps for each party to a claim.
Policyholders report a loss through guided steps that capture the facts and documents handlers need. Each update confirms the claim reference, missing information, and next action. You can track repairer and supplier actions to completion.
Policy servicing and renewals
Changes, renewals, and cancellations completed with a clear confirmation.
Customers see current policy documents and renewal terms after identity checks, then complete their chosen change through the right route. Pricing exceptions and underwriting questions reach specialists with the history attached.
Major events and urgent assistance
Routine event demand absorbed, with urgent help within reach.
During storms and other major events, routine notifications receive a reference number. Priority routes take customers to emergency assistance teams with context. Authorised teams decide on accommodation and medical assistance.
Customers needing extra support
Support suited to each customer's circumstances, across policies and claims.
Step-by-step guidance comes with easy access to trained staff. Live translation is available, with qualified interpreters for sensitive conversations. Support preferences are recorded in restricted fields, and representatives are verified before anything is shared.
Fraud referrals and disputes
Focused fraud review and fair treatment for genuine customers.
You can compare claim and contact records and highlight discrepancies, with sources, for trained staff to review. Referrals separate recorded facts from open questions. Information requests are tracked, and customers are kept updated.
Complaints and quality control
Recurring policy and claims problems fixed at source.
Possible complaints are flagged for review, with summaries linked to the original interactions. Themes by product, journey, and supplier reach service owners, who track corrective actions.
Why Softcat
Policyholders remember how you respond when they need you most. Our insurance specialists help you build claims and servicing journeys that hold up under pressure, with clear governance.
Your outcomes first
We score each platform against your claims, service, and compliance goals.
Adoption that lasts
Your handlers get the training and support to make AI part of daily work.
Resilience built in
Cloud services and multiple channels help keep claims support open.
From first assessment to managed service
You can join at any stage. We stay accountable from the first assessment to the service that runs years later.
Advise
We assess your estate, demand, and compliance obligations, and agree the measures of success before anything is built.
Architect
We design the operating model, governance, and channels around your needs. The design builds on the platforms you already run.
Implement
We plan go-live around your renewal peaks and claims surges. A single team manages integration and migration.
Support
We give intensive support through go-live and stabilisation. You keep a direct escalation route long after delivery.
Manage
Support, continuous improvement, and managed service options let the service grow with demand.
Our experience event shows an AI-powered contact centre in action. Register, then bring your claims priorities to us.