This case study shows how a Philippine insurance company deployed an AI voice agent available 24/7/365 to handle after-hours claims reporting and policy inquiries.Results after 6 months:after-hours call abandonment dropped from 45%to 8%,customer satisfaction increased by 32%,and the insurer saved PHP 4.5 million annually.
Customer background
Company:A mid-sized life and health insurer in Metro Manila
Industry:Insurance
Scale:150 call center agents,800,000 policyholders
Challenge:High after-hours call volume with no live agents from 10pm to 7am
The challenge
The insurer received 2,500 calls per day,of which 600(24%)occurred after hours(10pm-7am).Before deploying the AI voice agent,after-hours callers heard a recorded message asking them to call back during business hours.As a result:
•45%of after-hours callers hung up without leaving a message.
•Emergency claims(e.g.,accident,hospital admission)were delayed until morning,causing policyholder frustration.
•The insurer lost an estimated 200 new policy sales per month because prospects could not get quotes at night.
•Customer satisfaction scores for after-hours service were 52%(vs 84%during hours).
The solution–AI voice agent available 24/7/365
The insurer deployed Instadesk’s AI voice agent on their existing hotline number.The voice agent handles:
•Claims reporting–The bot asks for policy number,date of incident,and description.It creates a claim ticket in the backend system and sends an SMS ation.
•Policy inquiries–The bot answers questions about coverage,premium due dates,and beneficiary information by querying the policy administration system.
•Quote requests–The bot collects age,health status,and coverage amount,then emails a quote within minutes.
•Emergency escalation–If the caller reports a life-threatening emergency,the bot transfers to a human agent immediately(available 24/7 for emergencies only).
Implementation timeline
•Day 1-3–Connected voice agent to the insurer’s policy system(Guidewire)via API.
•Day 4-5–Trained the bot on 3,000 past after-hours call transcripts.
•Day 6–Pilot with 10%of after-hours calls for one week.
•Day 13–Adjusted intents based on pilot feedback.
•Day 14–Full deployment on all after-hours calls.
Quantifiable results after 6 months
|
Metric |
Before |
After |
Change |
|
After-hours call abandonment |
45% |
8% |
↓ 82% |
|
Claims reported within 2 hours of incident |
12% |
89% |
↑ 642% |
|
After-hours quote requests |
0 |
450 per month |
New |
|
New policy sales from after-hours quotes |
0 |
85 per month |
New |
|
Customer satisfaction (after-hours) |
52% |
84% |
↑ 32% |
|
Agent overtime (10pm-7am) |
500 hours/month |
40 hours/month |
↓ 92% |
|
Annual cost savings (agent overtime + lost sales) |
– |
PHP 4.5M |
– |
Customer testimonial
“Our policyholders love that they can report a claim immediately after an accident,even at 2am.The AI voice agent has become a competitive advantage for us.We are now the only insurer in our segment offering true 24/7 claims reporting.”
—Head of Customer Experience,Philippine insurer
Why 24/7/365 availability matters for insurance
•Claims satisfaction–A policyholder who reports a claim within minutes of an incident is far more satisfied than one who waits until morning.
•Competitive differentiation–Most insurers in the Philippines still use after-hours voicemail.A voice agent is a powerful marketing differentiator.
•Revenue generation–Nighttime quote requests convert at similar rates to daytime(11%vs 13%in this case),adding revenue without additional agent cost.
How Instadesk enables 24/7 voice AI
Instadesk’s voice agent platform runs on cloud infrastructure with 99.99%uptime.It automatically scales during peak hours(e.g.,typhoon season)without degradation.The system includes:
•Automatic failover to backup regions.
•Real-time monitoring and ing.
•24/7 technical support from Instadesk’s team.
Conclusion
An AI voice agent available 24/7/365 transforms after-hours customer service for Philippine insurers.Instadesk delivers proven results with rapid deployment.Request a free trial and offer your policyholders true round-the-clock support.
