For insurance agencies and financing companies
An IC number sent at 11:05 pm. The AI sees [ID_1].
Customers paste IC numbers, card numbers and bank accounts into WhatsApp. Axonave swaps them for placeholders before any AI call, opens a ticket for every claim, and keeps each request on the customer’s record.
- Requests from
- Web chat
- Support form
Customer service in finance today
Customers send their IC number whether you ask or not.
“They paste their IC number in the first message.”
Then an account number, then a photo of a card. It all sits in a chat app on an agent’s phone.
“We can’t put customer data through an AI.”
So the same policy questions get typed out by hand, every night, by whoever is on duty.
“Claims get lost between WhatsApp and email.”
A claim starts on WhatsApp and the documents come by email. Nobody can say how long it has been waiting.
One claim, start to finish
A claim at 11:05 pm. On the claims team’s list by 9.
An example insurance agency. The policyholder is made up. Every step is something Axonave does today.
- 11:05 pmA policyholder asks on WhatsApp how to claim for a cracked windscreen, and sends an IC number.
- 11:05 pmThe AI gets the question with [ID_1] in place of the IC. It answers from your claims article and names it.
- 11:06 pmThe policyholder taps Make a claim. The flow asks for the policy number and saves it on the record.
- 11:07 pmIt’s after hours, so the flow takes a message. It becomes a ticket, with an SLA from that moment.
- 9:00 amA rule gives the ticket to the claims team. The officer sees the chat and the bot’s note, and replies on WhatsApp.
- 2:00 pmThe workshop is quoting, so the officer sets Wait on 3rd Party. The resolution clock pauses.
An example, not a customer. Axonave does each step today; the agency, the policyholder and the times are made up.
A real SLA panel in our demo workspace: TKT-1282’s details, first response met and resolution active.
Claims and requests
Every claim a ticket, with an SLA running.
A claim from WhatsApp, email or the support form becomes a ticket in its category. An SLA policy sets the first-response and resolution targets. The clock pauses while you wait on the customer or a third party.
- Categories such as Claims › Motor
- A warning before a target is missed
- Reply on WhatsApp or by email
TKT-1201 in our demo workspace, a furniture retailer: a WhatsApp message left after hours, its category, both SLA targets met and the bot’s note.
Answers
Policy questions answered from your articles.
Publish your product sheets and claim steps as articles. The AI answers from them at night and names the one it used. It hands over when it isn’t sure, or when the customer asks for a person.
- English, Bahasa Malaysia and Chinese
- Only published articles for customers
- A hand-over when the customer is upset
Teras Home’s chat widget: a visitor asks about delivery, and the answer streams in from the help centre.
Routing
Claims to claims, renewals to renewals.
A menu choice or a keyword hands the chat to the right team, by skill. The best-skilled free agent gets it first, and a VIP tag puts it at the front.
- Skills with a minimum level
- Higher priority first, then the longest wait
- Transfer with a note
A WhatsApp chat in our demo workspace, handed to the Warranty & Repairs team by the menu. Yours might be Claims or Renewals.
Financing enquiries
Financing enquiries qualified at night.
The AI sales step asks what you set as criteria, such as the product, the amount and when they need it. It rates the lead hot, warm or cold with the customer’s own words. Hot leads go to their owner.
- A lead from an ad says so
- One follow-up, and STOP opts out
- Owners, scores and duplicate warnings
Leads in our demo workspace, a furniture retailer, with source, status, rating and score. Yours would be applicants.
One record
Every chat, ticket and note on one record.
Each customer has one timeline: chats, tickets, notes and deals, newest first. Whoever picks up the renewal knows about last month’s claim.
- Lifecycle stages from lead to customer
- Notes and files on every record
- Several pipelines, such as new policies and renewals
A customer record in our demo workspace, newest first: a RM 6,800 deal, a 5 / 5 rating, a resolved ticket, a WhatsApp reply.
A flow to start from
Main menu + agent, with a claim question and AI answers.
Start from the template and change its menu to your three most common requests. A claim asks for the policy number first, so the claims team never has to. Questions go to the AI, and anything it can’t answer goes to an advisor.
- The policy number saved on the record
- Claims and advisors as separate skills
- English, Malay and Chinese in one flow
- After hours, a message becomes a ticket
In the flow builder: New flow → Main menu + agent. It starts in English, Bahasa Malaysia and Chinese, ready to publish.
Policyholder menu
Step 1: Menu
Main menu
“Hi! How can we help today?”
- Make a claimgoes toPolicy number
- Policy questionsgoes toAI answer
- Talk to an advisorgoes toAdvisor
Step 2: Question
Policy number
“What’s your policy number?”
- Typedgoes toClaims team
Step 3: Hand over
Claims team
“Passing you to our claims team.”
Step 4: AI answer
AI answer
“Ask me about your cover, renewals or how to claim.”
- Answeredgoes toMain menu
- No answergoes toAdvisor
Step 5: Hand over
Advisor
“Passing you to an advisor.”
Masked before any AI call. Kept for your team.
Finance customers share numbers that matter. Axonave masks the ones it recognises before the AI sees a message, shows each agent only what their role allows, and records who did what.
Masked before the AI
IC and passport numbers, cards, bank accounts and IBANs, passwords and one-time codes. The AI gets placeholders such as [ID_1]; your team sees what was written.
Roles
Seven built-in roles plus your own. Agents see their own chats and the queue.
An audit trail
An audit log in your workspace. Axonave support gets in only with a stated reason, for a set time, and your admins are told.
PDPA requests
Export everything you hold on one customer, or erase it, when they ask.
Questions from insurance and finance teams
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 too, unless you switch that off. Masking works by format, so a number in your own format, such as a policy number, may not be masked.
What does the AI get, and what do we keep?
The AI gets placeholders, not the numbers. Your stored chats keep what the customer wrote, so your team can see it. Export or erase one customer’s data when they ask.
Can a claim’s SLA pause while we wait for a workshop?
Yes. Set the ticket to Wait on Customer or Wait on 3rd Party and the resolution clock pauses. A policy can also count business hours only, with your holidays.
Can claim documents come by email?
Yes. Connect your own mailbox, and a customer’s email becomes a ticket. Their reply lands on the same ticket, and your answer goes out from your mailbox, in their thread.
Who can see a customer’s chats?
Agents see their own chats and the queue. Supervisors see all of them. Axonave support gets in only with a stated reason, for a set time, and your admins are told.
Which plan does a finance team need?
Basic ($59 a month) has WhatsApp, tickets with SLAs, the CRM and flows. The AI answers and the AI sales step need the AI: it’s in Pro ($199 a month), or add an AI pack of 1,000,000 tokens to Basic for $20 a month.
Is there a free trial?
Yes. Try Pro free for 14 days with your own WhatsApp number and mailbox. No card needed.
Bring us a claim message. We’ll show you what the AI sees.
We reply within one business day by email or WhatsApp.