AI Self-Service Portal
Project overview
I’m leading the product strategy and delivery of an AI-powered self-service platform designed to fundamentally change how policyholders interact with their insurance services. Instead of navigating complex insurance systems, customers can use a conversational interface to onboard, discover products, request quotes, activate and amend policies, learn about their cover, and submit claims.
But the real value goes beyond the customer experience. The platform gives brokers the ability to service their clients faster, more accurately, and with far less friction. This creates a digital service experience that helps brokers compete with direct insurers in a way that has historically been difficult to achieve.
- Conversational AI
- User-Centred Design
- LLMs
Key Outcomes
A natural language interface gives policyholders a simpler way to discover, understand, and manage their insurance without having to navigate multiple traditional workflows. The platform gives brokers a faster and more efficient way to serve their clients, helping them deliver a digital experience that can compete with direct-to-consumer insurers while retaining the value of the broker relationship.
01. Built in 3 Months
The MVP was delivered in just three months by a small cross-functional team, making it one of the fastest and most significant technology initiatives delivered within the business and the wider Santam Group.02. Faster, More Efficient Servicing
By moving common policyholder interactions into self-service, the platform reduces friction for both customers and brokers while allowing brokers to focus their time on higher-value interactions.03. AI Foundation for Insurance
The MVP establishes a scalable foundation for future AI agents, automation, and system integrations, creating opportunities to progressively move from answering questions to intelligently completing tasks.