Reassured has revealed it is working with specialist FOIL AI to use AI data analytics to improve customer experience.
The agreement will also help the broker cut non-disclosure and build a future internal AI talent skills.
Through the use of AI-driven segmentation and analytics, Reassured said it is aiming to deliver more bespoke, intuitive customer journeys that provide a better customer experience, and strengthen post-sale engagement through targeted, relevant communication.
End-to-end view
Over an initial nine month period, FOIL AI has worked with Reassured to assess and unify fragmented customer data in a bid to create a richer, end-to-end view of customers across the whole journey.
It explained that by combining structured application data with unstructured insights from customer calls, it is seeking to lay the foundations for smarter, more proactive decision making and clearer ‘next best actions’ for both customers and advisers.
Tackling non-disclosure
To better tackle customer non-disclosure, Reassured added it is analysing medical data alongside insights from call transcripts and identifying potential areas of risk where information may have been missed or misunderstood so as to help to improve accuracy, consistency and customer outcomes.
Building long-term capability
But the agreement also has long-term capability building in mind. Through FOIL AI’s two-year talent programme, Reassured is embedding specialist AI and data expertise into its teams, increasing analytics bandwidth while deliberately transferring skills in-house to support sustainable growth.
Strong data foundations
Beth Whelan, chief data and insights officer at Reassured (pictured), said: “Our work with FOIL AI is helping us build the strong data foundations we need to better understand and support our customers throughout their lives.
“By unifying our data and growing in‑house data and AI expertise, we’re creating the conditions for smarter decisions, clearer next best actions and more relevant experiences.
“We’re still early in the journey, but this partnership will accelerate our ability to protect more people and build the internal capability we need for the long term.”
Mish Naik, head of strategy at FOIL AI, added: “Our partnership with Reassured is focused on building lasting data and AI capability, not short-term solutions.
“By combining deep industry understanding with advanced analytics expertise, we’re helping Reassured bring together years of data, grow internal talent and accelerate its journey to becoming truly data-led.”