Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A personal lines insurer with 120,000 policyholders had a call centre handling address changes, cover adjustments, certificate requests and renewal questions. Wait times hit 18 minutes at renewal peaks and cost per contact was rising.
What Omnifys deployed
- Identity verification before any policy change
- Address, vehicle and cover changes executed directly
- Documents and certificates issued instantly
- Escalation to a human for anything affecting risk pricing
Agents used: Self-Service Chat Agent, Service Request Resolution Agent, Service Notification Agent.
Results
- 66% — of service contacts fully automated
- 18 to 3 minutes — peak wait time
- 34% — reduction in cost per contact
- 24/7 — policy servicing availability
Why it worked
Anything that changed the risk price went to a human. The agent handled the administrative majority and knew exactly where its authority ended.
Explore this for your business
Every Omnifys agent routes tasks across 15+ leading LLMs, integrates through n8n, Zapier and 300+ connectors, and ships with monitoring, audit trails and human-approval steps you control. Typical deployment runs two to six weeks from discovery to production. Book a free 30-minute consultation to map the highest-impact automation for your team.