Demystifying automation in insurance

4 min read

All Posts

Insurance stories: what happened to an Italian and his Vespa (Part Two)

2 min read

In last week's blog post, our co-founder and CTO Alberto Pasqualotto talked about his struggle to find insurance for his recently bought Vespa last summer. Now, here's the update.

Last year, I bought motor insurance for my lovely Vespa. You can read about my struggles here, but the long and short of it was: after many problems and hours on comparison websites, insurers' websites and reading terms and conditions, I bought insurance for £360. Now last week, I received an email about the renewal proposal.

It was going up by £120!

Not prepared to spend £480, I called customer care. I asked for a breakdown of the price, plus:

  • Why was there £6 of broker fees? I had not claimed or asked for any service during the past year.
  • Why was the carrier premium on the proposal £60, when on the website it was £12?
  • Why was I told I had a £60 discount when I bought the policy, but in the document it was called a broker fee discount?

After firing all these 'why's, they asked me the following:

  • Had I been to jail in the last 5 years?
  • Had my driving license been withdrawn in the last 5 years?
  • Was I born in the UK?

Then finally: "How much would you like to pay?"

I replied, "Well! No more than what I did last year."

At the end of the day, I got an email with the new price of £360.

 

DSC_0013-1

 

Afterwards, I had to call the insurer to confirm I wanted to renew. I called - and after stating my full name, address, postcode, date of birth, credit card number, expiry date and 3-digit code - finally had my renewal.

Afterwards, I managed to squeeze in a couple of questions of my own.

I found out that there were 30 people in the call centre, and the call service handler I spoke to had already handled between 10-15 payment operations that morning.

This is one of the times that a chatbot could work beautifully, for both call centres and customers. Instead of calling, it would be so easier if I could speak to a chatbot (like this one) that offered 24/7 support, then switched to a human when and if necessary.

 

Do you have an insurance story? Contribute yours at team@spixii.ai.

 

To find out more about how to implement Spixii's chatbot technology, please click below. We look forward to hearing from you.

Discover how

Illustration of robot with light beam

Discover Conversational Process Automation

CPA allows end-to-end processing through chatbots and leverages advanced analytics to continuously improve both the underlying process and the conversation with the end-user.

Recent Posts

Demystifying automation in insurance

4 min read Since the dawn of insurtech, a wide array of technologies appeared in the market with the aim of improving the way insurance businesses ope...

Read more

What truly makes a chatbot intelligent

4 min read   Since 2016, the masses as a whole have started to become familiar with chatbots. In many industries, including insurance, chatbots are em...

Read more

Generalist or Specialist: Which Chatbot is Right for You?

4 min read   No matter the number of years, one debate still persists in the insurance industry: that of generalist vs specialist software solutions f...

Read more

How to make the most of the automation ecosystem

5 min read   Spixii’s extensive experience in the insurtech space has clearly shown that, for the vast majority of insurance use cases, chatbots alone...

Read more
robot with outstretched hand

Start a conversation

Discuss with Spixii team about your business needs and discover how Spixii CPA Platform can accommodate them.