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7 min read How Medallia and Ada are closing the customer feedback loop for good
Feedback is only useful if you act fast. Ada and Medallia turn lagging insights into instant action and CX that keeps getting smarter.
what’s holding P&C insurers’ CX back
repeating, not resolving
Agents spend 25–40% of their time answering FAQs and policy questions
slow response times
CSAT drops 20% when emergency response times exceed 10 minutes
pricey seasonal support
Seasonal hires cost 20–30% more due to lower FCR and longer handle times
ada voice in real life
Meet Policy Pal, Ada’s AI agent for P&C insurance.
Ask Policy Pal the questions below to see Ada Voice in action!
Talk to Policy Pal
or call
+1 844-541-3856
- ask how Policy Pal’s day is going
- tell him to “hold on,” “wait a second,” “repeat that”
- mention if your day’s been rough, kids are noisy, etc.
- jump in and interrupt, he can handle it!
- change the name on your account
- ask to file a new home insurance claim on your property
- make a mistake and watch how he gently guides you back
- ask about your policy details, like your deductible and coverage
- request a text with your coverage details
- ask about potential policy discounts
- bonus: ask him to repeat steps or pause while you catch up
- say you are worried about a fraudulent claim on your policy
- Say that you are super happy with Ada Insurance and need to add a new (Property/Vehicle/Boat) to your policy
profit protection starts with smarter CX
automate policy & billing management
Reduce service-desk costs with an AI agent that handles endorsements, billing, and renewals—freeing staff to drive growth.
make insurance simple to understand
Answer policyholder questions about general insurance terms like “ deductible” or “SR-22”—no jargon, no confusion.
scale for peak season
Handle hurricanes, winter storms, or back-to-school surges, maintaining service levels without overtime or new hires—AI scales when you need it most.
protect your loss ratio at the claims desk
AI guides policyholders through claim filing and follow-ups, cutting cycle time, leakage, and protecting your combined ratio.
reliable roadside help, 24/7
AI triages roadside requests, dispatches vendors, and reduces churn—all while cutting call time.
“Core to our ethos is continuous evolution of features and coverages for our agents and customers, including channels of communication. With ada, 30-35% of our claims were submitted directly through the bot, at a time that was most convenient for them during this catastrophic event.”
Jean Luc Eckstein
Chief Customer Officer at Neptune Flood
Turn your SOPs into automated workflows with Playbooks
Automate policy updates, claim tracking, and proof-of-insurance requests with ease. Playbooks help your AI agent resolve high-volume workflows with the same logic, precision, and policy adherence as your human team. Every step is executed exactly how you define it—no delays, no escalations.
the AI agent P&C insurers trust to protect profit
SOC 2 Type II, GDPR, and HIPAA alignment protect policy-holder data—no fines, no audit stress.
Route complex FNOL and coverage disputes chats to licensed agents—no extra headcount needed.
AI answers strictly from your underwriting manuals—no off-script risks.
With voice, chat, SMS, and email in one platform, you lower costs and increase higher loyalty across every channel.
“Our AI Agent, Will-E has transformed how we approach customer support. By handling inquiries, it’s freed our team to focus on high-value, white-glove interactions. It’s not just about efficiency; it’s about giving our team the bandwidth to provide empathetic support for complex, nuanced questions”
Ashley Tridle
Support Supervisor at Trust & Will
smarter tools that protect every premium dollar
Provide feedback on past interactions— fine-tune tone, add context, or adjust answers. Improvements are automatically applied to future conversations.
Describe claims and underwriting workflows in plain language. The AI follows them exactly.
Spot deflection wins, cycle-time drag, and cost-per-contact trends in real time - turning insights into margin gains.
Customize tone and formality, support 50+ languages, and grow loyalty across regions.
Train the AI agent to explain regulatory topics like FCRA and UDAAP, and escalate sensitive terms like “discrimination” to a human.
why top P&C insurers trust ada
customer interactions powered
more productive than human agents
up to 83% of conversations autonomously resolved
uptime of uninterrupted service
