AX EnterpriseInsurance

Claims are moments of truth. Mevrik makes sure you show up for them.

FNOL intake, claims status, policy explanation, renewal outreach — the interactions that determine whether a customer stays for life or leaves at first renewal are exactly where Mevrik AX operates.

70%

Of FNOL calls resolved via AI chat

3×

Faster policy query resolution

+28

NPS points from AI-powered claims communication

The Challenge

68% of customers research switching insurers after a single poor claims experience.

The claims moment is when customers need you most. An 18-minute hold to check claim status, a confusing letter about policy excess, a renewal that arrives too late to act on — these are the interactions that define whether your brand means protection or paperwork.

Average FNOL call takes 18 minutes

First Notice of Loss is emotionally charged and information-dense. AI reduces it to a structured, calm 4-minute conversation — and packages it perfectly for the adjuster.

Policy language confuses customers

Coverage questions drive enormous call volume. Customers can't decode policy documents. A conversational AI that explains in plain English deflects thousands of calls.

Renewal churn is 100% predictable

Renewals lapse when no one reaches out in time. AI outreach starting 6 weeks before renewal reduces churn by up to 34%.

Claims status is the #1 inbound contact

'Where is my claim?' is the most common post-FNOL contact. It costs nothing to answer with AI. It costs a customer to answer too slowly.

Use Cases

Eight insurance interactions that define customer lifetime value

First Notice of Loss (FNOL)

Guides customers through a structured, calm FNOL conversation — collecting incident details, policy information, and evidence requirements — then packages everything for the claims adjuster.

Claims Status Updates

Answers 'where is my claim?' in real time, every time. Integrates with claims management to provide current status, next steps, and expected timelines — instantly.

Policy Coverage Explanation

Translates policy language into plain English. Answers 'am I covered for X?' questions with accuracy — reducing interpretation errors and call centre volume simultaneously.

Renewal Outreach & Retention

Identifies renewals 6 weeks out and opens proactive conversations — presenting renewal terms, handling objections, and closing the renewal before the customer goes to a comparison site.

Document Collection

Requests, tracks, and acknowledges claim documentation via WhatsApp or email — keeping claims moving without an adjuster making manual chasing calls.

Complaint & Escalation Handling

Acknowledges complaints with empathy, collects structured information, generates a complaint reference, and triggers the regulatory complaints workflow — in any channel.

AI Agents

Four AI agents across the insurance customer journey

FNOL Intake Agent

Guides customers through the First Notice of Loss process — calm, structured, GDPR-compliant. Packages incident data, photos, and policy details for the claims team before a human ever picks it up.

18-min call → 4-min AI intake

Structured incident data capture

Evidence checklist sent post-FNOL

Claims Status Agent

Provides real-time claim status, next actions, and timeline estimates — eliminating the #1 post-FNOL inbound contact type without a human agent involved.

Real-time claims system integration

Proactive status push notifications

Reduces repeat contacts by 60%

Policy Advisor Agent

Explains coverage in plain English, answers 'am I covered?' questions, and helps customers understand excess, exclusions, and endorsements — without a call centre agent.

Policy document comprehension

Plain English explanations

Coverage accuracy verified by insurer

Renewal Retention Agent

Identifies at-risk renewals 6 weeks out, opens proactive conversations, handles premium objections, and closes renewals — before the customer visits a comparison site.

6-week renewal horizon monitoring

Objection handling built in

34% churn reduction on outreach cohorts

Omni-Channel CX

The channels where insurance customers need you most.

Web Chat

Voice

Mobile App

Customer Portal

Broker Portal

Social

One brain. Every channel. Same answer.

Mevrik AX maintains a single agent memory and knowledge base across all channels. A customer who starts on WhatsApp and moves to web chat doesn't repeat themselves. Every interaction — regardless of channel — is logged in Trace for full auditability and continuous learning via Reflex.

Social Media Management

Insurance complaints on social media need a faster response than your complaints team can give.

A policyholder's frustrated Facebook post becomes a public record of how your brand handles crisis moments. Mevrik responds within 3 minutes, acknowledges publicly, and moves the conversation to a private resolution channel.

Facebook Complaint Acknowledgement

Responds to public complaints within 3 minutes with empathy and a clear next step — moving account-sensitive resolution to a private channel before the thread attracts attention.

Twitter/X Claim Queries

Handles public claim status queries and claims experience complaints. Provides references and routes to case handlers with full context from the social conversation.

Google & Trustpilot Review Responses

Responds to all reviews. Thanks positive. Addresses negative with a resolution path. Demonstrates to prospective customers that service failures are handled, not ignored.

Broker & Partner Channel Management

Manages LinkedIn and email-based enquiries from brokers and partners — routing to the right commercial team with context from the conversation.

Results

Insurance outcomes in production

70%

FNOL intake conversations handled by AI without human involvement

3×

Faster policy query resolution than phone channel

34%

Churn reduction on renewal cohorts with AI outreach

+28

NPS points from AI claims communication

The claims experience is your brand. Let's build it right.

Mevrik works with insurers to design, deploy, and continuously improve AI customer journeys — from FNOL through to renewal. Governed, audited, and compliant from day one.