Thomas Insurance Case Study

Anchora built a conversational AI form assistant for Thomas Insurance, delivering 60% less abandonment, 3x faster completion, and a 90% satisfaction score by replacing paper-heavy insurance forms with intelligent, guided conversations.

The Project

Anchora partnered with Thomas Insurance Services, a mid-sized Australian insurance provider, to design and deliver a conversational AI interface that replaced their outdated, paper-heavy quote and renewal forms. The solution transformed a friction-filled, manual process into an intuitive, dialogue-driven experience, reducing abandonment, cutting support calls, and streamlining the customer journey without compromising underwriting or data security.

The Ask

Thomas Insurance was losing customers before they even got through the door. Manual quote and renewal forms were creating high abandonment rates, long wait times, and significant conversion drop-off. The operational cost of supporting customers through complex paperwork was unsustainable. They needed a solution that would:

• Remove customer friction by replacing static, paper-heavy forms with a natural, guided experience.
• Reduce operational overhead by cutting the volume of support calls generated by form confusion and errors.
• Maintain compliance and security including PII handling, underwriting integrity, and data protection standards.
• Integrate with existing systems by connecting to core policy platforms in real time, not as a bolted-on afterthought.
• Improve conversion by making customers want to engage rather than abandon the process.

Scope

Anchora designed and built a conversational AI solution covering:

• Conversational AI Interface: Replaced legacy quote and renewal forms with a dialogue-driven experience that guides customers through the process naturally.
• Azure AI Foundry Integration: Leveraged Azure AI Foundry for natural language understanding and intent recognition, enabling the assistant to interpret customer responses accurately.
• Core Policy System Integration: Built secure API connections to Thomas Insurance’s core policy systems for real-time data exchange during the conversation flow.
• Insurance Logic Simplification: Translated complex insurance logic into clear, guided questions removing the need for customers to understand industry jargon or navigate complicated form structures.
• Real-Time Validation Engine: Delivered real-time eligibility checks and form completion validation with contextual error reduction, catching issues during the conversation rather than after submission.
• Compliance & Security: Embedded PII handling frameworks, secure storage patterns, and compliance protocols throughout the solution, baked in from the start, not layered on afterwards.

Outcome

The AI Form Assistant delivered measurable, immediate impact across Thomas Insurance’s quoting and renewal operations:

• 60% Drop in Abandonment: Customers now complete the process instead of walking away from complex paperwork.
• 3x Faster Completion: What previously took multiple steps and support calls now flows through a single guided conversation.
• 40% Reduction in Support Calls: AI-powered clarification handles questions in real time, removing the need for customers to pick up the phone.
• 90% Member Satisfaction Score: The conversational approach fundamentally changed how customers feel about engaging with insurance forms.
• Improved Quote-to-Bind Time & NPS Uplift: Faster, smoother journeys translated directly into better conversion and advocacy metrics.

The conversational approach removed the psychological barrier of “filling out insurance paperwork.” Customers now engage willingly instead of reluctantly.

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Anchora’s work with Thomas Insurance demonstrates how AI, applied practically, can transform a business’s most frustrating customer touchpoint into its strongest. Contact us to discover how AI can reshape your customer experience.