Business need

Insurance providers face a persistent problem in policy sales: customers may receive incorrect or incomplete information during the sales process. When this happens, the business carries the risk of policy mis-selling, customer disputes, delayed servicing, and regulatory scrutiny.

The client needed a faster way to verify what was communicated to the customer, compare it against policy documents, and create a clear fact sheet for decision-makers.

Business challenge

Policy verification was slowed down by three issues.

First, agents could pass incorrect information during customer conversations, either unintentionally or as part of policy mis-selling.

Second, teams had to verify customer information manually against proposal documents and policy documents. This made the review process dependent on multiple checks across call recordings, forms, and policy data.

Third, decision-makers did not have a single fact sheet that brought together the customer conversation, policy details, extracted document data, and recommendations. This delayed action and increased hold time for customers.

Solution

The solution used automation, document intelligence, and AI agents to create a faster verification process.

The customer and contact center audio recording was transcribed and translated. The system then summarized the conversation so reviewers could quickly understand what was discussed, what was promised, and where there might be a mismatch.

The proposal document and policy document were then processed through document automation to extract the required customer and policy data. This reduced manual reading and helped teams compare the customer conversation with the actual policy terms.

Finally, an AI-supported fact sheet was created using the call summary, extracted document data, and policy information. The fact sheet provided a recommendation and shared the result with the relevant team for quicker decision-making.

Technology used

The solution was built using:

A360 RPA Platform for workflow automation and process orchestration.
A360 Document Automation for extracting required data from proposal and policy documents.
A360 AI Agents for summarisation, comparison, recommendation, and fact sheet creation.

What made the project different

The project was not just about automating a back-office task. It changed how policy verification decisions were made.

Instead of making teams move between call recordings, policy documents, proposal forms, and manual notes, the solution created one view of the case. The reviewer could see what the customer was told, what the policy documents contained, where the mismatch appeared, and what action was recommended.

This helped the business respond faster, reduce manual dependency, and support customers without long hold periods.

Business impact

The solution enabled near real-time processing of customer and policy verification cases & helped to reduce the mis-selling percentage from ~3% to ~1.8% in first 6-7 months of implementation.

It reduced manual review effort by saving approximately 1–2 minutes per call from 20-25 min, which directly increased team productivity at scale. For high-volume contact center and policy servicing teams, even a small time saving per call can create measurable operational capacity.

The business also reduced customer hold time by giving teams faster access to verified information. This allowed quicker resolution, fewer follow-ups, and a smoother servicing process.

Most importantly, the solution helped reduce mis-selling risk by creating a structured way to compare agent conversations with actual policy documents before decisions were made.

Outcome

The client moved from a manual, fragmented verification process to an AI-supported review model. Teams could now transcribe customer calls, extract policy data, compare information, create a fact sheet, and receive recommendations through a faster workflow.

The result was quicker policy servicing, stronger controls against mis-selling, improved reviewer productivity, and a better customer interaction at the moment of service.