Customer Support Acceleration · Insurance

Uniform Answers.
3× Faster Customer Support.
From Day One.

Lexular accelerates insurance customer support. New hires answer mails 3× faster and escalate complex calls 3× less to seniors. 100% compliant, 0% hallucinations.

Calculate Your ROI View Implementation Plan

The Operational Bottleneck

Your CSRs spend 30% of their time searching — not answering.

A Customer Support Representative's day is split: ~70% answering questions, ~30% retrieving customer data. Every minute spent searching is a minute not serving your customer.

Generic How-To 30% of volume

Procedural queries — opening hours, general processes, coverage basics. No database lookup required.

Phone

5 min answer

Mail

5 min answer
5 min

avg. total handle time

Polis Questions 30% of volume

Policy-specific queries requiring lookup in documentation and coverage databases. Secure connection needed.

Phone

6 min
3 min

Mail

9 min
4 min
9–13 min

avg. total handle time

Dossier Questions 40% of volume

Personal claim and account queries requiring real-time core system integration. Highly GDPR-sensitive.

Phone

6 min
3 min

Mail

9 min
4 min
9–13 min

avg. total handle time

Time to answer
Time to retrieve customer data (polis)
Time to retrieve customer data (dossier)

The Lexular Effect

Breaking the vicious circle.

Without Lexular, junior CSRs take months to become effective, overloading seniors and producing inconsistent answers. Lexular short-circuits this loop from day one.

1
New Hires

Immediately impactful

Junior CSRs are productive from day one. No months of knowledge-base memorization. Lexular surfaces the right answer instantly.

Day 1

Fully operational

2
Senior Load

3× fewer escalations

Seniors focus on genuinely complex cases. Phone transfers to seniors drop from 30% to 10%, validated at Vanbreda.

30% → 10%

Call transfers to seniors

3
Consistency

Uniform brand voice

Every answer — across mail and phone, junior and senior — reflects your exact policy and brand guidelines. No variation, no risk.

100%

Answer consistency

Proof of Concept · Vanbreda

Real CSRs. Real results.

5 new hires (<2 months experience) handling complex health insurance claims: overnight stays, room selection, coverages, and childbirth guarantees.

Mail Response Time

6 min

Before

→
<1 min

With Lexular

6× faster mail responses

Call Transfers to Seniors

30%

Before

→
10%

With Lexular

3× fewer escalations to seniors

SG

"Helps a lot with exemptions and rooms — used several times."

Samira G.

CSR · Vanbreda · 14/04

MB

"Have used it frequently this week. It just works."

Mirte v.B.

CSR · Vanbreda · 19/04

JN

"The tool is very helpful."

Jasper N.

CSR · Vanbreda · 12/04

AT

"Very useful for colleagues just starting out — no need to interrupt a senior."

April T.

CSR · Vanbreda · 16/04

Business Case

Calculate your ROI.

Assumptions: €50k FTE cost/year  ·  6.2 hr workday  ·  75% automatable questions.

10 FTE
5 FTE 50 FTE

Question Mix

30%
30%
40%
Generic How-To Questions (30%)
€65k
Polis Questions (30%)
€65k
Dossier Questions (40%)
€110k
Total Annual Gain €240k / yr
Request ROI Breakdown for My Team →
Generic
Polis
Dossier