The AI operating layer for insurance
Your customers speak.
Our AI listens—and acts.
Heard runs voice and chat agents that resolve insurance conversations and execute the work behind them — opening claims, booking assessors, amending policies — inside your core systems. Not a chatbot. An operating layer.
Live agent handling real calls in under a day. No engineering required.
Layla Haddad
AI handlingVoice callPOL-4471-B
- of conversations resolved without a human
- 70%+
- voice response latency
- <1.5s
- coverage, no overflow queue
- 24/7
- from signup to a live agent
- <1 day
The problem
Answering the question is the easy part
Most insurance AI is a search box with better manners. It tells the customer they are covered, then hands them to a person to actually do something about it — which is where all the cost was in the first place.
- Customers still wait days for a claim that could have been opened during the call.
- Ops teams drown in repeat contacts asking where things got to.
- Every process change needs an engineering ticket and a release.
- Nobody can prove what the AI told a customer, or what it was reading at the time.
The platform
Everything an insurance agent needs to finish the job
Five pieces, one brain. Add a channel without rebuilding the agent; change the logic without shipping code.
Voice agents
Answer every call in under 1.5 seconds. No IVR trees, no hold queues, no missed calls at 2am.
Learn moreChat agents
Web, WhatsApp and email running on one brain, one knowledge base and one set of logic.
Learn moreFlow editor
Design what the agent asks and when it escalates on a visual canvas. No engineering ticket.
Learn moreKnowledge base
Answers retrieved from your policy wordings and cited to the clause they came from.
Learn moreIntegrations
Open claims, amend policies and book assessors inside your core systems, mid-conversation.
Learn moreBuilt for insurance
Every answer auditable, every action logged. Built by an insurer, on real insurer traffic.
Learn moreFlow editor
The ops lead owns the logic
Drag nodes onto a canvas and connect them. Change when the agent escalates on a Tuesday afternoon, without a release train.
- Inspect the exact data going into and out of every step.
- Branch on anything the agent has gathered.
- Test against a real payload before it touches a customer.
- A failed branch never takes the others down with it.
Measurable
The numbers your CFO will ask about
Every conversation is measured on whether it actually resolved — because that is what Heard charges for.
Conversations handled
1,481
Automation rate
?72%
Avg. handle time
?2m 14s
Cost per resolution
$0.42
Why us
Built by an insurer, not adapted for one
Heard comes out of Yasmina — real insurers, real transactions, real users. The hard parts of this problem are industry-specific, and they are not things a horizontal platform picks up along the way.
Insurance data loop
Claims, policies and behaviour from live traffic — the thing you cannot buy or scrape.
Embedded actions
We are not answering questions. We are executing insurance operations in your systems.
Auditable by design
Every answer cited, every action logged, on the same timeline as the conversation.
Outcome-aligned
We are paid when a conversation resolves. Not per seat, not per minute.
Solutions
Built for the lines you actually write
The workflows, terminology and escalation rules differ by line of business. So do the agents.
Motor & automotive
A collision at 11pm generates a phone call, not a support ticket. Heard answers it, takes the first notice of loss properly, and has the assessor booked before your team opens in the morning.
Learn moreHealth insurance
Health cover is dense, exception-heavy and personal. Heard answers from the member’s specific schedule — not a generic FAQ — and escalates the moment a question needs clinical judgement.
Learn moreTravel insurance
Travel claims happen far away, in the wrong time zone, at the worst moment. Heard is awake, speaks to them immediately, and settles what can be settled on the spot.
Learn moreBanking & fintech
Banks and fintechs distribute insurance to millions of customers who did not come to them for insurance. When those customers do have a question, the volume is enormous and the intent is thin.
Learn moreBrokers & MGAs
A broker’s pipeline leaks at the point of first contact. Someone calls for a quote, gets voicemail, and calls the next broker on the list. Heard picks up every time.
Learn more“Your windscreen excess is JOD 25, and repairs through an approved fitter don’t affect your no-claims discount. A full replacement carries the standard JOD 150 excess.”
Grounded
Every answer cites the document it came from
Retrieval, then generation, then a validation pass that checks the answer against what was actually retrieved. When the knowledge base cannot support it, the agent says so and escalates rather than guessing.
Questions
Frequently asked
What is Heard?
Heard is an AI operating layer for insurance operations. It runs voice and chat agents that answer customer conversations from your own documents and then execute the work behind them — opening claims, booking assessors, amending policies — inside your core systems.
How is this different from a chatbot?
A chatbot answers questions. Heard takes action. The agent is connected to your policy admin, claims and booking systems, so a conversation ends with the work done rather than with a promise to follow up.
Why insurance specifically?
Because the hard parts are industry-specific. Knowing what a total loss looks like at first notice, which clause governs an exception, when a question needs clinical judgement — none of that comes free from a general-purpose platform. Heard is built by an insurance company, on real insurer traffic.
How long does it take to go live?
The target is under a day: upload your knowledge base, build a flow, connect a number, go live. No engineering required for the core setup.
What happens when the AI cannot handle something?
It hands off to a human with the full transcript, the documents it read and every action it took already attached. The customer never repeats themselves, and your agent never starts from zero.
Is our data used to train models?
No. Your documents and conversations are used to serve your agents and nothing else.
See Heard on your own calls
A 30-minute call. Bring a recording of a real customer conversation and we will show you what the agent does with it.