With the customer across the desk, staff type their product question and see the answer with its source. The assistant also reminds them of the explicit request record and the customer's right to choose an insurer.
Products
Is any premium refunded if the loan is paid off early?
Yes, if the policy is ended, the premium for the remaining days of an annual policy is refunded. A loan closure document may be requested.
Source: Insurer A Life, Credit-linked Life Insurance Information Form, F. Other Information
If your loan closes early and you end the policy, the premium for the remaining period is refunded. The insurer calculates the amount.
Is there an age limit on this product?
That isn't in the product document, and I'd rather not guess. Your product team can confirm.
In the branchStaff ask
On digital channelsCustomers ask
Credit-linked Life Insurance Information Form
F. Other Information
F.1If the loan is closed early, the insured can continue, end or revise the policy.
F.2If the policy is ended, the premium for the remaining days of an annual policy is refunded. A loan closure document may be requested.
F.3The insurer calculates the amount. Long-term policies pay a surrender value.
Answer with a sourceOn the employee's screen
Accurate explanationOn the customer's channel
We build these scenarios with your bank's instructions, record systems and compliance rules; the details in the examples are fictional.
Credit-linked insurance disclosure
A branch employee asks
Which insurance is mandatory on a mortgage, and which is optional? What if the customer brings their own policy?
Under the instruction, earthquake insurance is mandatory and life insurance is optional. The customer can bring a suitable policy from another insurer. I listed the topics to cover.
Your employee talks to the customer and takes the explicit request.
Checking sales rules
The bancassurance compliance team asks
Does this file have the explicit request, signed disclosure and correct SMS?
The request and disclosure are on record. The SMS went out after the policy date with a different product link. I flagged both steps.
Your team decides on corrections and refunds.
When a customer brings their own policy
The credit operations team asks
A customer brought a policy from another insurer. Do the cover and term fit our loan?
Cover and term fit, but the loss payee detail is missing. The request came within one month, so I drafted the refund request.
Acceptance stays with your team.
After a loan closes
A representative asks
A customer paid off their loan early and asks what happens to the insurance.
There are three options: continue, end or revise it. I summarized the refund rule and drafted a request to the insurer.
The insurer calculates the refund amount.
Renewal notices
The bancassurance operations team asks
Which mortgage-linked policies expire in the next 15 business days? Is any earthquake cover ending too?
18 policies are expiring, and three of those also have earthquake cover ending. I prepared the notice list and result tracking.
Your team approves sending; the renewal choice is the customer's.
Complaint replies
Customer services asks
The regulator forwarded a complaint: the customer says insurance was forced on them for a loan. What do we have?
The explicit request and disclosure were recorded before the loan date, and the SMS record is missing. I prepared a timeline and a reply draft.
Your team decides on the reply and any refund; the draft goes through legal.
No. It shows staff the product and the rule with their source, and talking to the customer and taking the explicit request stay with your employee. It doesn't write text that presents insurance as a condition of the loan.
The assistant compares the cover, term and loss payee details with the loan record and shows what's missing. It doesn't reject a suitable policy on its own or steer the customer to a particular insurer. Acceptance stays with your team.
Staff see each answer with its source, along with wording they can use with the customer. The assistant doesn't guess at what the document doesn't say, and it says when it doesn't know. Mandatory disclosure texts and signatures stay in place.
It matches loan, document and message records and flags any step that's missing or out of order. It doesn't give compliance approval on its own. Corrections and refunds are your team's decision.
It builds a timeline from the loan date, request record, disclosure, SMS and policy history, lists missing evidence and writes a reply draft. The draft goes through legal, and your team decides on the reply and any refund.
A product question doesn't need customer details: staff ask about the product and the assistant answers from the document. For work such as file checks, we limit access according to your compliance rules. Your data is processed in Turkey and doesn't leave the country.
Product documents are enough for product questions. If you need customer-specific transactions, we plan that connection to your systems separately as a Transformation Project.
Yes, it runs on your own infrastructure or on the InsurAI cloud in Turkey. We review your outsourcing and systems rules with your IT and compliance teams before setup.
People, companies and amounts are fictional.
Customer at my desk. On a mortgage, which insurance is mandatory and which is optional?
Under the instructions, DASK is mandatory on a mortgage and life insurance is optional.
Source: Bank instructions, Credit-linked Insurance; Insurer A Life, Information Form
what do i do if they bring their own policy
You need to accept a policy that fits the loan amount and term. If it's brought within a month, the first policy is cancelled and premiums are refunded in full within 5 working days.
Source: Insurer A Life, Credit-linked Life Insurance Information Form, F. Other Information
can i tell them no insurance no loan
I can't write that. Presenting optional insurance as a loan condition breaks the rules. You could say: "Life insurance is optional, and you can also buy it from another insurer."
does this product have an age limit
That isn't in the product document, and I'd rather not guess. Your product team can confirm.
During the conversation
The assistant's limits in this flow: It doesn't recommend insurance to customers, doesn't write text presenting insurance as a loan condition and doesn't take explicit requests.
Which policies ending this week should we call first?
| Customer | Product | Ends | Note |
|---|---|---|---|
| A*** Y*** | Casco | 04.11 | Claim last year |
| M*** K*** | Motor liability | 05.11 | Renews on the last day |
| S*** D*** | Casco + DASK | 07.11 | Two policies |
23 policies end this week. I ordered them by end date and last year's activity. The first three are here.
calling the first one what should i say
Call note
prepare the renewal quote too
Collecting quotes from insurers…
During the call
called they'll think about it. i'll call again friday add a note
Follow-up record draft
Approve and save to the record
The assistant's limits in this flow: It doesn't call customers itself, doesn't renew a policy without approval and doesn't promise discounts.
