One agent that sells the policy — then renews it, on its own, at expiry
How a large insurer ran the whole policy lifecycle by voice: closing new policies 45% above its human team, then calling each one back the day it was due.
Industry
Insurance
Use cases
Policy sales + renewals (one lifecycle)
Languages
11+ Every state in India
Achievements
↑ 45%
higher conversion from human agents, on the same leads
20 min+
end-to-end calls — the customer never clocked it as a bot
15x
the lead volume covered — every top-of-funnel drop-off
Challenge
Two conversations, neither of which a team can hold at scale
Selling is a reach problem: most leads never get a fast, fluent call before they cool off. Renewing is a timing problem: every policy has a date, the window around it is narrow, and a team can’t hit all of them.
Both are real conversations — coverage questions answered, payment taken on the call — not nudges. And both have to happen in the language the customer is actually comfortable speaking.
How we built it
One agent, from sale to renewal
Selling. The agent calls a fresh drop-off, answers the coverage and premium questions from the insurer’s own policy documents, and sends the payment link on the call. These run twenty minutes and more — and customers take them as a conversation with a person, not a bot.
Renewing. The same agent comes back on the expiry date, walks through what’s changed, and collects the renewal then and there. If the customer needs a few days, it calls back on the day they asked for.
A real call
Insurance sales call
(Hindi)
Insurance renewals
(Hindi)
Results
It closed above the team, then kept the book from lapsing
On the sales side, the bet was conversion, and on the same leads the agent closed 45% more than the human team — over calls that ran twenty minutes and more, and that customers never flagged as automated. It also worked 15x the leads a roster could reach, the drop-offs that otherwise went uncalled.
Then it did the part a team usually misses: it called every policy back on its expiry date. The sale and the renewal became one job, handled by one agent.
How we measured
Conversion is measured against the human team on the same leads, same period — a completed policy purchase on the call. The 20-minute figure is real end-to-end call duration; the 15x is the share of top-of-funnel drop-offs the agent covers that a team could not reach.
What's next