The Future of Insurance Call Handling Is the Norango Hybrid Solution.

The insurance sector is built on communication Clients need fast, accurate answers to complex questions — whether they’re asking for a quote, checking a claim status, updating a policy, or reporting a loss. But with rising call volumes and growing customer expectations, traditional call centres often struggle to keep up. That’s where Norango’s hybrid AI and live agent solution steps in.

AI agents that actually understand insurance Norango’s AI phone agents aren’t generic bots. They’re custom-designed by real call centre professionals, trained specifically for your business. We configure them to handle your most common call types using natural language — not buttons or menus.

They can:

• Quote policy details from your database or CRM
• Check claim reference numbers and provide real-time updates
• Take FNOL (First Notification of Loss) information step-by-step
• Capture documents and email links to forms
• Confirm renewal dates and payment status
• Transfer to live agents when a human touch is needed

More than a voice menu These aren’t basic IVRs. Our AI agents hold real conversations. When a customer says,

“Hi, I’ve just had a burst pipe and I think I need to make a claim”, the AI doesn’t just send them to a general inbox. It captures key details, confirms policy cover, and begins the claims journey immediately — or hands over to a live agent with the information already gathered.

Always available, fully scalable Norango’s AI agents are online 24/7, instantly answering every call and able to handle up to 10 conversations at once. Whether it’s a weekday lunchtime or 2am on a Sunday, your customers are always answered. No queues, no voicemails, and no missed opportunities — even during surge periods like storms, travel disruptions or renewal season.

Live agents where it matters most Our hybrid system uses Norango’s own PBX, which means calls can seamlessly pass from AI to live agent with full context. No need to repeat account numbers or re-explain the problem. For sensitive claims, complaints, or vulnerable customers, a human is always on hand to take over.

Security, compliance, and data control We understand that in insurance, security and regulatory compliance aren’t optional. Our system is GDPR-compliant, call recordings are secure, and customer data is handled to your exact specifications. We can even route calls through your own systems, or integrate with your CRM for real-time updates.

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🧾 Example use case: Claims line overflow

A severe storm hits overnight and your in-house team is flooded with early morning claims. Norango’s AI picks up every call, confirms client details, logs FNOL information, and either completes the call or passes complex cases to a live claims handler.

No missed claims. No wait time. Your team focuses on resolution, not repetition.

What does this mean for your insurance business? ✔️ Reduced pressure on internal teams ✔️ Guaranteed call response, even out of hours ✔️ Seamless blend of AI efficiency and human care ✔️ Lower operating costs without compromising service ✔️ Improved policyholder satisfaction and retention

If you’re ready to modernise your call handling — without losing the human touch — Norango can help. With over 25 years in the call centre industry, we combine AI tech with real-world experience to deliver dependable, customer-friendly solutions for UK insurance providers.

📞 Let’s talk. Book a demo and see what Norango Hybrid AI can do for your business.

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