Guide · By industry
IC and bank numbers in chats: masking and claims tickets for financial services
In short
Customers paste IC numbers, card numbers and bank accounts into WhatsApp whether you ask or not. Decide which numbers you actually need, keep them visible only to the people who handle them, make sure any AI never receives them, and turn every claim into a ticket with an owner and a clock, so it doesn’t sit between a chat and an email thread.
Reviewed 9 November 2026. Terms used: PII masking for AI, SLA (service level agreement), Ticketing system.
Seven steps for numbers and claims in chats
For insurance agencies, financing companies and anyone else whose customers send identity numbers.
List what you need, and what you don’t
A claim may need a policy number and an IC number; it never needs a card number or a password. Write the list down and say it in your chat’s first message and on your website.
Assume numbers will arrive anyway
People send a photo of the card with the claim. Plan for it: limit who can see conversations, and don’t forward chats outside the tool.
Keep the AI away from the numbers
If an AI answers questions in the chat, replace identity, card and bank numbers with placeholders before the message reaches it, while your team still sees what the customer wrote. Know which formats your masking recognises; a number in your own format may not be one of them.
What the customer wrote, and what the AI receives Customer: My IC is 900101-14-1234, how do I claim for a windscreen?
AI receives: My IC is [ID_1], how do I claim for a windscreen?
Answer policy questions from approved pages
Publish how to claim, what each product covers and what documents to send, reviewed by whoever signs off your customer wording. Answer from those pages only, and hand anything personal to a person.
Make every claim a ticket
A claim gets a ticket in a category such as Claims › Motor, with an owner and targets for the first reply and the decision. Documents that arrive by email go onto the same ticket.
Pause the clock while you wait
A claim waits on a workshop quote or on the customer’s documents. Set the ticket to waiting so the clock pauses, and restart it when the answer comes.
Be ready for data requests
Customers can ask what you hold on them, or ask you to delete it. Be able to export or erase one person’s data. Malaysia’s Personal Data Protection Act 2010 (Act 709) sets the principles; this is a summary, not legal advice.
How it works in Axonave
Masked before any AI call, kept for your team.
Axonave masks IC and passport numbers, card numbers, bank accounts and IBANs, passwords and one-time codes before any AI call, always, and emails and phone numbers unless you switch that off. The AI receives placeholders such as [ID_1]; your stored chats keep what the customer wrote. Masking works by format, so a policy number in your own format may not be masked. A claim from WhatsApp, email or the support form becomes a ticket in its category with an SLA, and waiting on the customer or a third party pauses its clock. Agents see their own chats and the queue, and you can export or erase one customer’s data when they ask.
- Seven built-in roles plus your own
- An audit log, and support access only with a stated reason
- Policy questions answered only from your articles
The AI settings in our demo workspace: what is always hidden from the AI, and the platform rules you can’t switch off.
Common questions
Which numbers are masked before the AI?
IC and passport numbers, card numbers, bank accounts and IBANs, passwords, PINs and one-time codes, always; emails and phone numbers unless you switch that off. Masking works by format, so your own policy numbers may not be masked.
Does the AI ever see the real number?
No. It gets a placeholder such as [ID_1]. The stored chat keeps what the customer wrote, so your team can see it.
Does Axonave hold a regulator’s certification?
We don’t claim one. What we can show you is the masking, the roles, the audit log and the data export and erasure.
See it working with your own customers.
We reply within one business day by email or WhatsApp.