1.36m
Insurance and pure protection complaints made to firms in 2025.
ChatFlow answers policy questions on web chat and WhatsApp from your own wording, checks identity before showing policy details, and hands every claims question to your team with the context already captured.
Example Insurance
Website chat
Customer wrote in English, so ChatFlow answered in English.
What the regulator and the ombudsman are seeing right now.
1.36m
Insurance and pure protection complaints made to firms in 2025.
+110%
Rise in the wait before motor repairs start, from 15 to 31 days between 2019 and 2023.
11 of 23
Home and travel insurers in the FCA's review had no specific or only inadequate monitoring of outcomes for vulnerable customers.
45,417
New insurance cases at the Financial Ombudsman Service in 2025/26; 31% were about a declined claim.
Everything below is part of ChatFlow today.
Where your policy system has an API we can connect to (live today with Epic Bridge), customers confirm who they are and then get policy details, balances and documents in web chat.
ChatFlow does not guess at a claim. It takes the reference and the question and hands the conversation to a person with everything already captured.
Send renewal and payment reminders on WhatsApp and answer the replies from your own policy wording.
Every conversation carries sentiment and frustration signals your team can review, so upset customers stand out, and any conversation can be handed to a person.
Customers can write in Polish, Welsh, Urdu or any other language and get an answer in the same language, from the same approved content.
With Liability Shield, each answer from your knowledge base is logged with the source document, section and a confidence score, so your team can see why the AI said what it said.
ChatFlow answers only from your approved content. It does not assess, accept or decline claims, and it does not guess at progress: claims questions go to your handlers with the reference and the customer's words.
Employees in non-life insurance, loss adjusting, broking and insurance support across five UK regions, 2024.
Source: ONS Business Register and Employment Survey 2024 (open access, via Nomis), employees in SIC 65120, 66210, 66220 and 66290. ONS rounds these figures.
ChatFlow is set up with you, starting from your own documents and policies.
Already integrated with a Caribbean general insurer's policy system: customers verify their identity, then get their policy details, balance and documents in chat.
Founded by Michael Mullings, who spent over a decade running customer support operations for major financial institutions.
What teams ask us first.
Show us the questions your claims team answers every day. We will show you ChatFlow answering them from your own wording.