Client Success Story: One Call Insurance

Needed a quick way for customers to pay for renewals, debt and excesses
Key IVR were required to provide PCI-DSS compliant solutions
Delivered self-service payment lines & Agent Assisted Payments
It has conveniently helped automate and speed up their collection process

Services & sector

Outbound SMS & Voice

Insurance Contact Centre

About One Call Insurance

Founded in 1995, One Call Insurance has grown into a well-established name in the UK insurance market. The company offers customers access to a wide range of insurance products including car, home, van and travel through various trusted providers. In addition, One Call also provides more tailored services such as learner driver cover, short-term policies and breakdown assistance.

The requirement

As One Call experienced rapid growth, their teams were struggling to keep up with the high volume of payment-only calls. Both the contact centre and collections teams were spending valuable time handling inbound and outbound calls to simply collect payments.

The company wanted to give customers a faster, simpler way to pay for renewals, excesses and outstanding balances, making them available 24/7, while reducing the need for agents to handle routine transactions. A PCI-DSS compliant solution was essential.

The solution

Automated Payment IVR:

Key IVR implemented fully automated self-service payment lines tailored to integrate seamlessly with One Call Insurance’s existing business systems and payment gateway. These IVR solutions were designed to streamline the customer journey, enabling policyholders to make secure card payments quickly and easily, 24 hours a day, without the need to speak to an advisor.

Two dedicated lines were created, one for policy renewals and another for collections, ensuring that each call was routed efficiently based on the customer’s needs. This not only improved convenience for customers but also reduced call volumes for One Call’s contact centre, freeing up agents to focus on more complex enquiries.

Find out more about Payment IVR

Outbound IVR and SMS
Building on the success of the payment lines, Key IVR also implemented an automated outbound IVR and SMS solution for One Call Insurance. This system enables One Call to send proactive reminders to customers regarding upcoming or missed payments, reducing the likelihood of arrears and improving overall customer engagement. The outbound campaigns are intelligently managed and triggered based on customer data, ensuring messages are timely, relevant, and compliant with regulatory standards.

While customers cannot make payments directly through these outbound notifications, each message is designed to guide them quickly to the correct payment channel or department, minimizing friction and confusion. This strategic automation not only enhances the customer experience but also significantly reduces manual outreach efforts for the One Call team, allowing them to maintain a consistent and professional communication process across their customer base.

Find out more about Outbound IVR and SMS

Agent Assisted Payments:

To further support the collections team, Key IVR implemented an Agent Assisted Payments solution that enables advisors to securely guide customers through transactions in a fully PCI DSS-compliant environment. This ensures that sensitive card data never enters One Call Insurance’s systems, maintaining the highest standards of data security and compliance.

The service gives customers greater flexibility to make one-off payments, top up accounts, or set up repayment plans as needed. Behind the scenes, an API integration automatically pushes transaction data into One Call’s platform and posts the outcome back in real time, providing instant visibility and streamlined reconciliation.

By automating and simplifying these payment interactions, One Call has freed up valuable staff capacity, avoided the need for additional resources as the business scales, and improved operational efficiency across the organisation.

Find out more about Agent Assisted Payments

The outcome

“We’ve worked with Key IVR for several years and have consistently been impressed by their responsive, high-quality service. They’re proactive in bringing fresh ideas and innovative efficiencies to the table, which has added real value to our operations. We now use several of their solutions, all of which have delivered positive outcomes for our business and our consumers.”