Streamlining Call Center Operations

A large European insurance company, serving over 90 million members, was facing a familiar but costly problem. Every day, their call centers were flooded with questions about coverage — questions that agents struggled to answer quickly or confidently.

Policy language was dense. Member situations were nuanced. And mapping one to the other required time, judgment, and guesswork. That meant long calls, inconsistent answers, and expensive errors in claim payments.

Something had to change.

Starting Small, Aiming Big

The company launched a pilot in one of the most high-impact areas: the member services call center. They focused on the coverage categories that drove the highest call volumes. The logic was simple:

• These questions came up constantly.
• If agents had faster, clearer answers, they could shorten calls and reduce errors.
• The system could be tested where it mattered most — in live conversations with real members.

Coverage, Computed

To power the pilot, the insurer transformed traditional policy text into computable contracts — structured, digital rules that could be interpreted by both humans and software.

Agents no longer had to dig through PDFs or cross-reference outdated spreadsheets. Instead, they entered key details — the member's plan, the service type, the incident date — into a Coverage Check widget built into their call center software. The system instantly returned a coverage determination, complete with a plain-language explanation.

Real Results

The impact was immediate:

• 20% reduction in average call handling time
  Agents were no longer piecing together coverage logic on the fly.
• 8% reduction in claims leakage
  Consistent, automated answers helped avoid costly overpayments.
• Clearer communication
  Members and agents alike received structured explanations of what was (and wasn't) covered, and why.

From Pilot to Systemwide Change

Encouraged by the results, the company began expanding the program. They standardized their coverage logic across products and regions, created a centralized library of computable rules, and integrated the technology into other parts of the business — including customer-facing portals and claims processing tools.

Coverage that once required manual review and subjective interpretation could now be confirmed in seconds, with confidence.

A New Standard for Simplicity

What started as a focused pilot in the call center became something bigger: a blueprint for transforming insurance operations. With computable contracts, the company didn't just make things faster — they made them clearer, fairer, and easier to scale.

And they did it by starting where it mattered most: helping people get real answers, in real time.