Philippines insurance regulator deploys AI agent for nationwide consumer protection

Consumer complaints without the barriers

Filipinos seeking redress for insurance grievances – disputed claims, mis-selling, premium disputes, or service failures – previously had to navigate a process built around in-person visits and email submissions manually triaged by Commission staff. Intake was slow, access was uneven, and cases that crossed agency lines had no clear resolution path.

The AI agent changes this. Citizens can now file complaints through webchat, Messenger, and Viber at any hour, in English, Tagalog, or Cebuano. A guided conversational flow collects all required fields before the case is automatically routed to the relevant IC team. Tickets are created with the full conversation appended – so live agents receive complete context without asking citizens to repeat themselves.

The system complies with the Philippines government's Citizen's Charter "3–7–20" rule – complaints acknowledged within 3 days, addressed within 7, and resolved within 20 – with automated escalation for cases that approach these thresholds.

Identifying licensed operators

One of the most frequent and operationally costly inquiries the Commission receives is whether a particular company is licensed to sell insurance or pre-need products. With thousands of regulated entities – and a wide range of alternate trading names and abbreviations in common use – this was a question that required staff to manually cross-reference the official registry.

The AI agent integrates with the Commission's entity registry via API, enabling real-time similarity matching against the licensed company list. Citizens can verify the legitimacy of an insurer or pre-need provider before committing to a policy. When a query returns no match, the interaction flags a potential unlicensed operator – giving the Commission an early-warning signal that may indicate fraudulent activity in the market.

Always-on FAQ support in three languages

A significant share of Commission inquiries are informational: how to file a complaint, what the Commission regulates, how long resolution typically takes, and what rights policyholders hold. These questions have clear, structured answers – but handling them manually diverted staff from higher-complexity casework.

The AI agent provides 24/7 responses to the Commission's most frequent inquiries in English, Tagalog, and Cebuano, covering complaint processes, regulatory guidance, and policyholder rights. Frequently asked questions are resolved instantly across all three channels, with no agent availability required.

Booking mediation hearings

For disputes that cannot be resolved through the initial complaints process, the Commission facilitates mediation between consumers and insurance companies. Scheduling these hearings had previously required manual coordination across multiple parties, adding delays to an already time-sensitive process.

The AI agent integrates with a calendar system to support hearing scheduling. Once a complaint has been filed and triaged, IC representatives can use the platform to coordinate and confirm mediation appointments directly — reducing the administrative overhead of dispute resolution and improving turnaround times for citizens awaiting a hearing.

Part of the Philippines' national consumer protection infrastructure

The Insurance Commission's deployment is part of a wider initiative to give Filipino citizens a consistent, interoperable access point for complaints and regulatory guidance across government. Proto's AI agent platform is already live at the BSP – where it processes over 14.4 million messages annually and resolves 89% of queries without human intervention – and at the SEC, where it handles over 2.4 million interactions per quarter across 10 departments.

With the Insurance Commission now live on the same platform, citizens dealing with overlapping financial issues – such as an insurance claim connected to a banking product – benefit from continuity across agencies rather than having to restart contact from scratch.

For the Commission, the result is a scalable, always-on service layer that handles routine inquiries and complaint intake automatically – freeing staff to focus on enforcement, oversight, and the cases that genuinely require human judgement.