24/7 pre-need insurance service with 99% automation

Plan purchases and sales lead generation

Prospective customers wanting to explore or purchase a plan had limited self-service options. Without a digital entry point, enquiries about pension, education, and memorial plans typically required a branch visit or a direct conversation with a live agent – creating drop-off, particularly outside office hours.

PIA now provides an always-available entry point where customers can:

• Explore plan options across pension, education, and memorial categories
• Receive guided recommendations based on their individual needs
• Initiate plan purchase requests and cash loan enquiries via automated ticketing

Monthly plan inquiry volumes have grown by 76% and cash loan proposals have more than doubled – making PIA PhilPlans' highest-performing and fastest-growing sales channel.

Complaints handling

Managing customer complaints in financial services requires consistency and clear accountability. Without a dedicated digital channel, complaints risked being missed or left unrecorded.

PIA offers a structured complaints flow where customers can:

• Log issues related to policies, payments, or claims
• Submit the necessary details in a guided, step-by-step format
• Receive confirmation that their case has been filed and escalated to the relevant team
• Track the status of the case resolution

Every complaint is documented and routed automatically – creating a transparent, auditable trail and ensuring no concern is overlooked.

"The AI agent delivered noticeable results immediately after deployment, greatly reducing the number of routine concerns we handle by providing 24/7 responses to FAQ-related queries. It can also be trained quickly with new data, making it a highly adaptable tool for our customer service operations."
— Rona Astrero, Supervisor for Customer Value Management, PhilPlans

FAQ enquiries and response times

Before deployment, PhilPlans was receibing thousands of monthly enquiries across email, call centres, and social media – with typical response times of one to two business days for routine questions. Benefit claim procedures, payment options, and general plan information were among the most frequently repeated topics.

PIA now resolves these automatically, 24/7:

• Filing procedures for various benefit claims
• Benefit claim release and application status
• Payment options and plan coverage details
• Office locations and contact information

Response times dropped from days to seconds. With routine enquiries handled automatically – and a 100% AI handle rate maintained – customer service staff are now fully focused on analysing complex cases, supporting client calls, and resolving tickets. Customers rate the experience at 84% CSAT, reflecting consistent, reliable service across every interaction.

Security and compliance

PhilPlans operates under the Philippine Data Privacy Act, and every interaction handled by PIA – whether a benefit enquiry, a complaint, or a plan purchase request – is subject to the same data protection obligations as the rest of its operations. Proto's platform is independently certified to SOC 2 and ISO 27001 standards, with end-to-end encryption, role-based access controls, and continuous monitoring across all data exchanges. Planholders' information stays protected throughout.