Policyholder Self-Service Agent
Handle routine policyholder inquiries — coverage questions, billing status, certificate of insurance requests, policy change requests, claim status checks — via chat, email, or voice. Escalate complex matters to the right person with full context.
Your service center is buried in routine requests that follow the same patterns
Over 70% of the calls and emails hitting your service center are routine — "What's my deductible?" "Can I get a certificate of insurance?" "When is my payment due?" "What's the status of my claim?" Your agents answer the same questions hundreds of times a day, every day.
Meanwhile, policyholders are waiting on hold. Average hold times creep up. Satisfaction scores drop. And the complex cases that actually need a human — coverage disputes, policy reviews, escalated claims — get delayed because the queue is full of simple requests that could be handled instantly.
These routine inquiries are predictable, policy-based, and follow clear patterns. They're exactly the kind of work an AI agent can handle — if it has access to the right data and knows when to escalate.
From inquiry to resolution — in minutes, not hold queues
Inquiry Intake
A policyholder reaches out via chat, email, or voice. The AI agent captures the inquiry, identifies the intent — billing question, coverage inquiry, certificate request, policy change, or claim status — and begins processing.
Policy Lookup & Verification
The AI verifies the policyholder's identity using configurable authentication methods, then pulls their policy details, billing history, active claims, and account status from your systems.
Request Fulfillment
For routine requests, the AI resolves them directly — answers coverage questions from the policy, provides billing status, generates certificates of insurance, processes simple endorsement requests, and shares claim status updates.
Escalation (if needed)
Complex requests — coverage disputes, large endorsements, complaint escalations — are routed to the right human agent with full context: the conversation history, policy details, and a summary of what the policyholder needs. No cold transfers.
Logging & Follow-up
Every interaction is logged in your CRM with full details — what was asked, what was resolved, what was escalated. Follow-up tasks are created automatically, and satisfaction surveys are triggered per your configuration.
This isn't a chatbot — it's a policyholder service engine
Every capability your service team needs to handle routine inquiries at scale.
Multi-Channel Support
Handles inquiries via chat, email, and voice — with consistent responses and full context across every channel.
Certificate Generation
Generates and delivers certificates of insurance on demand — no waiting for an agent to process the request manually.
Billing Inquiry Resolution
Answers billing questions instantly — payment due dates, payment history, balance details, payment plan options — directly from your billing system.
Coverage Explanation
Explains coverage details, deductibles, limits, and exclusions in plain language — pulled directly from the policyholder's active policy.
Smart Escalation
Knows when to escalate — coverage disputes, complaints, complex changes — and routes to the right person with full conversation context and policy details.
Interaction Logging
Every interaction is logged in your CRM — full conversation, resolution details, and follow-up tasks — for compliance, quality assurance, and agent reference.
Connects to the systems you already run
Salesforce
Microsoft Teams
Slack
Okta
Don't see your platform? We integrate with any system via API. Talk to us.
What carriers are seeing
Self-service resolution rate
Avg. response time
Policyholder satisfaction score
Based on pilot deployments. Your results will depend on inquiry volume, policy complexity, and system configuration.
"We were drowning in routine calls — certificate requests, billing questions, coverage lookups. Our agents were spending 80% of their time on inquiries that follow the exact same pattern. After deploying SectorFlow, nearly 8 out of 10 inquiries are resolved without a human. Our agents finally have bandwidth for the complex cases — the coverage reviews, the escalations, the conversations that actually need a person. Policyholder satisfaction went up because people get answers in minutes instead of waiting on hold."
— VP of Customer Experience, Regional Insurance Group
Frequently Asked Questions
See What 78% Self-Service Resolution Looks Like for Your Team
Book a 30-minute discovery call. We'll walk through the Policyholder Self-Service Agent with your inquiry types and your systems.
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