How Asuransi Simas Insurtech Sped Up Response Time 5x
Fragmented systems made it hard to handle inquiries and complaints efficiently, while manual checks slowed down insurance pricing.
Interview with
Rizky Mahendra
Customer Operations Manager
24/7
availability across every channel
5x
faster response time
Higher conversion
with a unified, always-on contact system
Fewer complaints
after consolidating systems into one
About Asuransi Simas Insurtech
Asuransi Simas Insurtech serves customers who need timely answers about policies, pricing, and claims. The contact experience depends on multiple internal systems, so information needs to be available in one workflow when customers reach out.
The case examines both sides of that experience: responding to customer questions and processing vehicle information for insurance-pricing requests. These tasks previously involved different tools and manual checks.
The Challenge
Before Cekat.AI, Simas Insurtech operated across fragmented systems, making it difficult to handle customer inquiries and complaints efficiently, while manual processes slowed down insurance pricing checks.
Agents had to move between disconnected systems while handling questions and complaints. Manual vehicle-document checks added another step to pricing requests, extending the time between first contact and a useful answer.
“An agent could be answering a customer while still looking for the information in another system.”
Cekat.AI Solutions for Asuransi Simas Insurtech
The approach for Asuransi Simas Insurtech combines several connected workflows, from the first conversation through team follow-up.
“Once the contact flow and document reading were connected, we could move from a question to a useful answer with fewer manual steps.”
Handle questions and complaints in one contact flow
Customer conversations and relevant system information are brought into one contact flow so inquiries and complaints can be followed end to end. The same workflow preserves the inquiry context as it moves between an initial answer and a more involved service case.
Read vehicle documents without retyping every detail
Vehicle documents can be read with OCR to reduce repetitive data entry during insurance-pricing checks. OCR reduces the handoff between seeing a document and using its information for a pricing check, while the team can still review exceptions.
Keep first assistance available beyond service hours
Automated first responses keep the contact channel available while complex insurance questions can still move through the appropriate service workflow. Customers can start with a response immediately, and cases that need policy-specific judgment remain part of the service process.
Results
The following outcomes reflect the figures recorded in the client's case-study material. Their scope follows the available data.
24/7 availability across every channel. Customers can start an inquiry at any hour through the unified contact system. This keeps the first contact open even when a specialist is not immediately available to finish a complex case.
“What changed for the team was the speed of getting the right context in front of the person handling the inquiry.”
5x faster response time. The reported response-time improvement reflects fewer manual steps between incoming question and first useful answer. The comparison describes the response process in the case material; it should not be read as a claim about every individual request.
Higher conversion with a unified, always-on contact system. A consistent contact route supports conversion by reducing friction during information and pricing requests; no conversion percentage is given. A customer who receives the needed information sooner has a clearer next step toward completing the insurance request.
Fewer complaints after consolidating systems into one. Consolidated handling gives the team a clearer path to resolve issues, alongside the reported reduction in complaints. The team can also inspect the same service history when a complaint needs further handling, rather than reconstructing it across tools.
