Drive performance, personalisation, and compliance across the policyholder journey with AI-driven Contact Centre solutions.
Today’s insurers face rising pressure to deliver seamless, omnichannel experiences — yet outdated systems and manual processes are holding them back. IPI’s tailored solutions help insurers break free from legacy tech, reduce call handling times, and meet customer expectations with AI-powered automation, real-time personalisation, and always-on support. From claims to compliance, we enable you to modernise at your pace — without sacrificing the human touch.
How we can help you to optimise your insurance Contact Centre
In an age where 76% of people don’t want to speak to an agent for simple service tasks – like signing up for a new insurer or checking their premium – an omnichannel approach is essential.
Personalised Service
Increasing levels of personalisation more aligned to the individual needs and values of customers is pivotal to the delivery of enhanced CX in insurance Contact Centres. By aligning products to customers’ ethics and values, insurers have the potential to become a valued part of consumers lives.
An omnichannel offering is a must here – providing customers with the flexibility of choice over when and how they contact their provider.
Technology is the enabler
Many providers are reliant on legacy infrastructure, which creates limitations on both the ability to scale and embrace newer forms of technology. The most adaptable insurance providers have already begun to move contact centres permanently to the cloud to support growth and meet changing customer expectations.
Cloud Contact Centre services provide a gateway to greater flexibility, reliability and consistency.
The cost of agent-handled ID&V is £2.19bn per year
Stay ahead of the storm
Rather than treating surge events in the insurance industry as isolated incidents needing unique strategies, incorporating practices like strong ID&V, digital journeys, proactive customer engagement, and analytics should become standard procedure.
Embracing these practices strategically will keep the industry ahead of the curve, align with evolving customer needs, and foster resilience amid insurance industry uncertainties.
From attrition to retention
Insurance Contact Centre agent attrition reached 38% in 2021, which represents a significant cost for insurers due to the constant need for recruitment and training.
Given their pivotal role in nurturing customer relationships, there is a compelling case for insurers to invest in productivity and engagement by equipping their agents with the tools and support they need to deliver exceptional customer experiences.
In 45% of inbound calls, almost a third of the call is spent navigating between screens and applications
Security & compliance
Having a secure environment will mean you tick many of the compliance boxes, as well as creating a great service for your customers.
The savvy use of intelligent technology such as speech and text analytics and automated quality monitoring helps insurers to stay compliant across 100% of voice and digital interactions.
The use of AI in insurance will rise 31% by 2026
Using AI to insure a great customer experience
Ageas enhanced its customer choice by introducing AI and voice bot options to support customers with straightforward queries, whilst maintaining the availability of Contact Centre agents for complex inquiries. The delivery saw an overall reduction of 40-45 seconds per fully-verified call.
Bots raise the bar on service
Chatbots, like Artie on the right, are reshaping everything from policy recommendation to claims processing, enabling insurer to service customers with an optimal workforce. IPI can quickly deploy an insurance bot like Artie in just 3 days and provide 90 days free usage.
Give Artie a try by clicking the button below…
Resources
Report
2025 UK Contact Centre Verticals – Insurance
This ContactBabel report looks at the structure, growth, technology, HR and commercial issues found in Contact Centres within the UK insurance sector.
Report
2025 AI in UK Contact Centres – Insurance
This ContactBabel report analyses the key challenges facing the Insurance sector and its Contact Centres, and highlights the AI-driven solutions best equipped to solve them.
eBook
How insurers can overcome five key Contact Centre challenges
This eBook explores how insurers can tackle five major challenges facing their contact centres by leveraging technology, automation, and data-driven strategies to enhance customer service and operational efficiency.
Brochure
IPI for Insurance
This brochure presents IPI’s tailored solutions for the insurance sector, helping insurers modernise their Contact Centres with AI, cloud, and compliance tools to enhance customer experience, empower agents, and drive digital transformation.
Brochure
IPI & Genesys
Choose IPI and your business is in safe hands. Powered by Genesys Cloud CX – the industry’s #1 cloud CX platform – you get an all-in-one, omnichannel Contact Centre and employee collaboration solution with advanced routing, real-time reporting and analytics.
eBook
The Core Elements of Exceptional Customer Contact
In this eBook, we delve into the core elements of exceptional customer contact, drawing on best practices for turning your Contact Centre into a centre of CX excellence.
Case Study
IPI facilitates Europa’s rapid transformation to Genesys Cloud
Within just a week, IPI moved Europa Group’s contact centre to the Genesys Cloud, with all agents trained and ready to work from home on the new system.
Report
Altus Insurance Capability Framework
The Altus Insurance Capability Framework summarises the core capabilities of our expertise in the Insurance industry, and highlights where we fit within its model.
Contact us to find out more
Latest updates
News
IPI climbs to #18 on the Best Companies to Work For list for 2024, showcasing exceptional workplace culture, employee engagement, and a commitment to people-first values.
Blog
New SheCanCode Spotlight Profile Q&A with Jayne Lawrenson - learn about the career moves that led her to her current role at Liberata.
Upcoming Event
14th May, 2025
We're exhibiting at BIBA 2025 with Genesys - reimagining insurance CX through intelligent automation! Come and speak to us Stand D74!
