Customer Support

Policyholder locked out of their account at 11 PM.

"AI resolves quickly: "I can help you get back into your account right away. For security, I need to verify your identity first. Can you confirm the email address on your account? john.smith@email.com - great, that matches. Now, please verify your date of birth and the last 4 digits of your SSN. Verified! I've sent a password reset link to your email. Here are your options: Option 1: Check your email (sent just now) - click the link to create a new password. Link expires in 24 hours. Option 2: I can help you reset over the phone right now if you prefer. Just choose a new password that's at least 8 characters with one number. Option 3: If you're not receiving emails from us, I can text a verification code to your phone ending in 5678. Security tip: I noticed you've reset your password twice this month. Would you like me to enable two-factor authentication? It adds extra security and you can use your fingerprint or face ID to log in. Let me know which option works best for you!""

Customer confused about a charge on their statement.

"AI explains the charge: "I'd be happy to help you understand this charge. Let me pull up your billing history. I see a charge of $287.45 on January 5th. Here's what this includes: Your regular monthly premium: $245.00. Coverage adjustment: +$32.45 - this is from the policy change you made on December 20th when you added your new teenage driver. Timing note: The December change was processed mid-cycle, so this statement includes a prorated adjustment. Going forward, your monthly premium will be $277.45 (the $245 base plus $32.45 for the additional driver). Breakdown of teenage driver cost: The $32.45/month reflects: Age rating for drivers under 25, good student discount applied (-15%), driver training course credit (-10%). Want to reduce this cost? If your teen completes our defensive driving course, you could save an additional $8/month. I can email you the enrollment link. Is there anything else about your billing you'd like me to explain?""

Policyholder needs proof of insurance for a car purchase today.

"AI provides immediately: "I can get you proof of insurance right away! Let me generate your documents. For your 2024 vehicle purchase, you'll need: 1. Insurance ID Card - I've generated a temporary card showing your policy number, effective dates, and vehicle information. Valid for 30 days until your permanent card arrives. 2. Declaration Page - Shows your coverage limits and policy details. The dealer may ask for this. 3. Binder Letter - If the dealer wants official confirmation, this letter from us confirms active coverage. Delivery options: Email (instant): I can send all three documents to john.smith@email.com right now. Text (instant): I can text a link to download from your phone. Fax: If the dealer needs a fax, give me their number. Print: If you have a printer, I can guide you to download and print. I recommend email - you'll have them in 30 seconds and can forward to the dealer. Which would you prefer? Also, don't forget to add the new vehicle to your policy once you complete the purchase. I can help with that when you're ready!""