Catalog, value chain
Policy Servicing & In-force
Will the policy stay, and are we serving it right?
Most of a policy's life is spent in force. The work here is high volume and rule-bound, and the costliest failure is quiet: policies lapse, customers drift and nobody can say why until the persistency report arrives.
This domain starts with AiNOS Keep.
Keep it in force. Why a book lapses, named policy by policy, and the interventions worth a call ranked first.
Every workflow, today and AI-native
Owned by policy administration, customer service, retention and conservation.
| Workflow | Today | AI-native |
|---|---|---|
| Customer inquiries | Contact centre answers depend on which agent picks up and which screen they have open. | Answers are grounded in that customer's policy, its history and the rules that apply, with the source shown to the agent. |
| Policy transactions and notices | Changes, loans, surrenders and reinstatements are processed against rules the processor has to remember, including legally required notices. | Each transaction is checked against the contract and the notice obligations in force that day, and the notice is produced with the transaction. |
| Collection and lapse | Arrears are worked from a list, in order, after the grace period has started. | Lapse risk is scored as arrears begin, with the likely reason, so the outreach is specific and early. |
| Persistency and retentionAiNOS Keep starts here | Persistency is reported by cohort and channel. Deterioration is explained after the fact, and interventions are chosen by rule of thumb. | Deterioration is explained at the level of policy, agent and product, and candidate interventions are prioritized for a retention team to evaluate. |
| Customer lifetime value | Cross-sell is driven by campaigns rather than by what changed in the customer's life. | Changes in a customer's needs are detected from their own events, and any offer is checked for suitability before it is made. |