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UK MGAs · Customer communication

Insurer-grade service for UK MGAs.Without insurer-sized teams.

ChatFlow answers your policyholders on web chat and WhatsApp from your own wording, sends renewal reminders, and passes anything about a claim to your team or your claims partner with the details already captured.

Book a 15-minute callSee Enterprise plans
Enterprise plan, priced to your volumes. We set it up with you.

Example Underwriting

WhatsApp

Example

Customer

I got your renewal reminder. Can I change my excess before it renews?

ChatFlow AI

Yes, you can change your excess at renewal. I have passed this to our team with your details so they can send you updated prices. What is your policy number?

Customer wrote in English, so ChatFlow answered in English.

Growing faster than your service team.

The same scrutiny as an insurer, usually with a fraction of the staff.

A small team of colleagues working together around a laptop in a bright office
What ChatFlow does

Every conversation, on the record.

Everything below is part of ChatFlow today.

  • Policy details after an identity check

    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.

  • Claims questions go to your team, with context

    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.

  • WhatsApp reminders and replies

    Send renewal and payment reminders on WhatsApp and answer the replies from your own policy wording.

  • Frustration signals for your team

    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.

  • Answers in the customer's language

    Customers can write in Polish, Welsh, Urdu or any other language and get an answer in the same language, from the same approved content.

  • An audit trail on every AI answer

    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.

Governed from day one

ChatFlow answers only from content you approve, hands claims and complaints to a person, and logs the source of every AI answer, so you can show your capacity providers how it works.

Where UK claims work happens

About 181,500 people in general insurance and claims.

Employees in non-life insurance, loss adjusting, broking and insurance support across five UK regions, 2024.

  1. Londonabout 85,000
  2. South Eastabout 42,500
  3. North Westincl. Manchester about 5,500about 26,000
  4. Yorkshire and The Humberincl. Leeds about 7,750about 16,400
  5. Scotlandincl. Glasgow about 7,000about 11,600

Source: ONS Business Register and Employment Survey 2024 (open access, via Nomis), employees in SIC 65120, 66210, 66220 and 66290. ONS rounds these figures.

How it starts

From a short call to a governed rollout.

ChatFlow is set up with you, starting from your own documents and policies.

  1. Day one

    A short call with us

    • The conversations you handle today and where people wait
    • What the AI answers and what always goes to a person
    • Channels to start with: web chat, WhatsApp or email
  2. Within days

    Built from your content

    • ChatFlow learns from your documents, policies and website
    • Your team tests real questions before anything goes live
    • Handover rules and the audit trail set up with you
  3. As your IT allows

    Live, then integrated

    • Start with answers from your knowledge base
    • Connect your policy, case or housing system through its API
    • Review conversations, signals and audit trail every week

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.

Questions

Before you book the call.

What teams ask us first.

How do we get started?

Book a 15-minute call. We look at the conversations you handle today, agree what ChatFlow should answer and what goes to your team, and set it up with you on the Enterprise plan.

How long does it take to go live?

A knowledge-base assistant built from your documents can go live in days. Connecting to a policy, case or housing system depends on your IT access and approvals, and we plan that with you on the first call.

We outsource claims handling. Does that work?

Yes. ChatFlow answers policy and service questions and hands claims conversations to whoever handles them, in-house or a claims partner, with the reference and conversation attached.

Can it send renewal reminders?

Yes, on WhatsApp. Replies are answered from your policy wording, and anything that needs a change to the policy goes to your team.

Where is our data hosted?

Customer data is hosted in the United States today, under the transfer safeguards in our data processing agreement. If you need regional hosting, we scope it with you as part of an Enterprise contract.

How is customer data protected?

ChatFlow runs on SOC 2 Type II-certified infrastructure (our hosting providers) and is pursuing its own ISO 27001 certification. ChatFlow does not currently hold its own SOC 2 or ISO 27001 certification. Our data processing agreement covers UK GDPR, with international transfers under the EU Standard Contractual Clauses and the ICO's UK Addendum. All plans are secured with industry-standard encryption.
Enterprise plan · Priced to your volumes

Service that scales with your book.

Show us the questions your team answers every day. We will show you ChatFlow answering them from your own wording.

Book a 15-minute callSee Enterprise plans