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How AdmireTech helped a Nigerian motor insurer turn enquiries, renewals, and claims intake into structured, largely automated workflows — without replacing its human agents.
The client's name is withheld at their request to protect confidentiality.
The Client
A general insurer focused on retail motor insurance across major Nigerian cities including Lagos, Abuja, and Port Harcourt. The company sells directly to consumers and through a broker network, managing tens of thousands of active motor policies. (Client name withheld at their request.)
They had already invested in a modern CRM and policy administration system — but frontline teams still ran on manual data entry, spreadsheets, and calendar reminders.
The Challenge
Leadership wanted AI to streamline these workflows — augmenting human agents, not replacing them.
Enquiries arrived by email, phone, WhatsApp, and web forms, but converting them into structured CRM leads and quotes depended entirely on manual entry.
Renewal reminders lived in spreadsheets and calendar notes, leading to missed follow-ups, policy lapses, and avoidable churn.
Frontline staff spent large parts of their day logging interactions and updating records instead of talking to customers.
What We Built
AdmireTech designed and deployed a CRM AI agent that orchestrates work across sales, renewals, and service — on top of the insurer's existing CRM and policy systems.
The agent captures enquiries from every channel, extracts contact, vehicle, and product details, and creates structured leads with quote requests pre-filled — cutting the time from enquiry to quote.
Using policy expiry dates, the agent sends renewal reminders across channels and tracks responses. Routine no-change renewals progress automatically under defined rules; anything requiring advice becomes a task for a human agent.
Conversational flows guide customers and brokers through accident and vehicle details, populate claims records, and attach photos and documents. Straightforward claims are tagged for fast processing; complex or suspicious cases are flagged for human adjusters.
Before every call, human agents get a concise AI-generated summary of the customer: recent interactions, open tasks, renewal and claim status. Managers get daily and weekly dashboards of enquiry volume, renewal progress, and claims queues.
How We Rolled It Out
Renewals and new-business enquiries in one region first, keeping risk low and feedback loops fast.
Clear rules for when the agent acts autonomously versus when it drafts for human review — protecting data quality and regulatory compliance.
Staff learned to work with the agent through simple prompts, and to review outputs before finalising sensitive actions like claim decisions.
Results · First Six Months
The insurer concluded the CRM AI agent delivered a positive return on investment through operational efficiency and improved customer satisfaction in a competitive market.
faster enquiry-to-quote turnaround
fewer unintended policy lapses
of admin work removed across the team
Enquiries convert to quote-ready CRM records in a fraction of the previous time, with data capture fully automated.
A higher share of policies now receive timely reminders and follow-ups, reducing lapses and improving retention.
Agents and back-office staff report significantly less time on manual logging and data entry.
Claims teams receive more complete, structured information at intake, surfacing complex or potentially fraudulent cases earlier.
“The AI agent turned everyday interactions into structured, manageable workflows — and gave our people their time back.”
Ngozi Eze · Product Owner
What We Learned
AdmireTech builds CRM AI agents, chatbots, and business automation for companies across the UK, India, and Africa — from pilot to full rollout.