BizCover says artificial intelligence is improving its operational and customer outcomes, including a reduction in internal dispute resolution cases.

The SME cover insurtech uses Pulse Check – a real-time customer sentiment monitoring system that processes more than 210,000 interactions a year – and compliance tool Echo, which can quality check about 288,000 calls a year, giving teams fast, targeted feedback. 

“We’ve already seen a massive 43% drop in IDR complaints overall,” GM Brad Miller said. “That’s a clear signal that real-time insight is helping us resolve issues earlier and more effectively.”

AI is “no longer exploratory”, he says. It is embedded across the compliance, operations, marketing and technology, and customer experience divisions.

“We’ve moved all our Australian products onto our new API-enabled platform, which allows them to be accessed by agentic AI insurance agents. BizCover is evolving from AI adoption to AI-first innovation. 

“AI needs to be intuitive. It needs to offer a great customer experience and it must be effortless to use. That’s what we’re aiming for in every single one of our projects at BizCover, whether it’s used in the back end or is part of our online platform.” 

Mr Miller unveiled new in-house AI tools at BizCover’s annual Tech Showcase, attended by Dual, AIG, Vero, Berkshire Hathaway Specialty Insurance, Zurich, HDI, Hollard, Point, Chubb and Berkley.  

Its Policy Guard tracks bound policies to ensure calculations and documentation are accurate. Another product, SAM, reviews BizCover marketing content against general advice guidelines and regulatory requirements.  

“Policy Guard and SAM are great examples of AI solving real, everyday problems for our business and our customers. They give us confidence that what we’re putting in front of customers is accurate, compliant and consistently high-quality,” Mr Miller said.