Client Follow-Up for Insurance
Insurance clients meet their insurer a few times in the life of a policy, often at stressful moments such as a claim, and then again at renewal when they compare prices. Agencies and brokers cannot call every policyholder. Passisto Clients has an AI voice agent hold short follow-up conversations and gives the agent or account manager a report on satisfaction, needs and renewal risk.
The challenges
Few contacts, high stakes
The client experience is often decided by one moment, a claim or a dispute, and the rest of the year there is no contact at all.
Renewal comparison
At each renewal the policyholder can compare offers online. Without a recent conversation, the broker discovers the dissatisfaction when the client leaves.
Claims experience unseen
After a claim is closed, nobody asks whether the process was clear, fast and respectful, so the same frustrations repeat.
Coverage that no longer fits
Clients who moved, had a child or started a business may be under- or over-insured, and only talk about it if someone asks.
How it works
- 1
Set up your services and import your portfolio
Declare your lines of business, such as home, motor, health or business cover, generate interview templates and import your clients.
- 2
Launch a follow-up after a key moment
Pick the client, the service and the type: after a claim, after subscription, or ahead of renewal. The client receives a personal, secure link by email in your name.
- 3
The policyholder shares feedback by voice
They give consent, answer a few questions and then talk with the agent in their browser, in a conversation of 5 to 15 minutes.
- 4
The agent or broker reads the report and decides
The report lists satisfaction, pain points, needs and commitments. The person in charge approves what the AI suggests and the result goes into the client record.
Examples of questions the AI agent asks
- How did you find the way your claim was handled, from the first call to the closing?
- Was it always clear to you what the next step was and who to contact?
- Has anything changed in your home, your vehicle or your activity since you took out your cover?
- Is there anything in your policy that you are not sure you understand?
- What would you tell us to improve before your next renewal?
What you get
Claims feedback while it is fresh
Policyholders are heard soon after a claim, when they remember the details, and recurring irritations become visible.
Renewals prepared, not discovered
Satisfaction and risks are known before the renewal, so the broker can call the right clients first.
Changes of situation noticed
Needs mentioned in conversation are suggested to the person in charge, who decides whether to contact the client.
Time saved for advisers
Short feedback calls no longer need to be made by hand, and reports are read in a few minutes.
Frequently asked questions
Can the agent decide on a claim or promise compensation?
No. The agent never promises compensation, a deadline or a gesture. It notes what the client says and tells them it will be passed on to the person in charge.
Can we use it right after a claim is closed?
Yes. You choose the follow-up type when you launch it, so you can send a feedback conversation at any key moment, such as a claim, a subscription or an upcoming renewal.
Is it suitable for a small agency or broker?
Yes. You can start with a small portfolio, a single line of business and one interview template, then extend as the team gets used to the reports.
See how it works for your team
Tell us about your context: we will show you the conversations, reports and follow-up that fit it.