Agents

An agent for every job.

Nurture, sales, support, claims: the jobs insurers hand us first, though not the whole list. Every agent works on web chat, voice, SMS and email, shares one customer record, and hands off to your team when a human should take over.

Nurture agent

Leads go cold because nobody follows up in time.

You pay for a lead and it sits in a queue. Follow-up depends on who's free, most leads get one attempt, and the moment passes. The nurture agent doesn't have a queue.

  • Contacts every new lead the moment it arrives, not when someone's free.
  • Follows up on a schedule until there's an answer or an opt-out.
  • "Call me back tomorrow at five" means a call, tomorrow, at five.
  • Runs renewal and lifecycle outreach across your existing book, not just new leads.
  • Logs every touch against one customer record.
Works on
Web chat Voice SMS Email
F Float Insure SMS
Hi Sam, it's the Float Insure assistant. You started a life cover quote on Tuesday but didn't get to the end. Want to pick it up where you left off? It takes about two minutes.
Can you call me tomorrow after 5 instead?
Of course, I'll call you tomorrow at 5pm. Speak then.

Sales agent

Most quote journeys end before the price does.

Long forms, an unanswered question halfway through, no way to pay in the moment. The prospect was ready; the process wasn't. The sales agent runs the whole journey as one conversation: questions, price, payment, done.

  • Quotes real prices in conversation, not indicative ranges.
  • Answers the product questions that stall people, mid-quote.
  • Binds the policy in the same conversation.
  • Takes payment by card or Direct Debit.
  • Hands over to a human the moment a case needs one.
Works on
Web chat Voice SMS Email
F Float Insure Web chat
How much would £250,000 of life cover be? I'm 34, non-smoker.
For £250,000 over a 20-year term, that's £11.84 a month. That's the actual price, not an estimate. Want me to set it up?
Yes. Can I pay by Direct Debit?
Done. First collection on the 1st, and your cover starts today. Documents are on their way to your email.

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Support agent

Routine changes queue behind everything else.

A change of address, a new payment date, a question about renewal. Small tasks that cost your customers a phone queue and your team their afternoon. The support agent handles them itself, and only interrupts your team when it should.

  • Makes mid-term adjustments and confirms the change on the spot.
  • Handles renewal conversations before the renewal date, not after it.
  • Sees the customer's full history: one record across every channel.
  • Alerts your team immediately when something needs a human.
Works on
Web chat Voice SMS Email
F Float Insure Voice call
Hi, I've moved house, can you update my policy?
Of course. What's the new address?
42 Harbour Lane, Bristol, BS1 4DP.
That's updated. Your premium stays the same, and I've emailed you the revised documents. Anything else while you're here?

Claims agent

A claim starts with a form, at the worst possible time.

Claims arrive at difficult moments, and start with a form, office hours and hold music. The claims agent answers at any hour, takes the details in plain conversation, and hands your team a complete file.

  • Takes first notice of loss in plain conversation, at any hour.
  • Asks for what's needed, in order, and captures it as a structured claim.
  • Tells the customer what happens next before the conversation ends.
  • Alerts your claims team with a complete file, immediately.
Works on
Web chat Voice SMS Email
F Float Insure Web chat
I need to claim on my income protection. I had surgery and I'm off work for six weeks.
Sorry to hear that. Let's get it started now. What was the first day you couldn't work?
Monday the 2nd.
Thank you. I've opened the claim and emailed you the two documents we need. Our claims team gets the file the moment they arrive, and I'll keep you updated by text.

Your book

Every interaction is a chance to have a conversation.

Most policyholders hear from their insurer once a year, by letter, at renewal. Meanwhile every claim, address change and billing question gets answered as narrowly as possible and closed. The agents treat each of those touches as a chance to talk, and every conversation as a chance to leave the customer better covered.

  • Treats every service touch as an opening: an address change becomes a cover review.
  • Works the dormant book: stalled quotes, unclaimed renewals, cover that no longer fits.
  • Knows the dates that matter (renewals, anniversaries, birthdays that change the price) and acts on them.
  • Remembers every previous conversation, so outreach starts warm, not cold.
Works on
Web chat Voice SMS Email
F Float Insure Web chat
Just need to update my address. We've moved to 18 Priory Road, Leeds.
Done. Your documents are updated and on their way. Congratulations on the move! A bigger mortgage is often a reason people revisit their life cover. Yours is set at £150,000. Want me to check what topping it up would cost?
Go on then.
Adding £100,000 would be £4.10 a month more. No new forms. I can apply it from your next payment.

Channels

The channel is the customer's choice, not a product decision.

Every agent runs on web chat, voice, SMS and email. Underneath is one customer record, so a conversation can move between channels without starting over, and the agent carries the context with it: history, promises, dates.

Web chat Voice SMS Email
One agent · one customer record

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