Insurance AI agent · Collections
Collections & Negotiation AI Agent (Premium Arrears)
Contact policyholders in premium arrears on the script, the cadence and the hours a person set, offer only a pre-approved payment plan, and stop dead on any vulnerability, dispute or cease-contact signal.
- Typical delivery
- 4–6 weeks
- Deployment
- Your stack
- Settlement terms
- A person signs
- After launch
- Agent Care
What this agent does
Chases the arrears, settles nothing
In
- 01
Take the arrears as billing has them — policy, instalment plan, amount past due, days late and the notices already sent.
- 02
Read the contact record first: consents, channel and language, opt-outs, disputes and every attempt already made.
Reason
- 03
Check what the policy and the notice rules in that jurisdiction actually permit before a word about lapse is written.
- 04
Match the account to a payment plan the file already supports — the instalments paid, when, and how often they slipped.
- 05
Scan what the customer said for hardship, illness, bereavement, insolvency, service or anything else that means stop.
Decide
- 06
Inside the script, the hours and the attempt cap, the contact goes out with the offer a named officer already signed.
- 07
A vulnerability signal, a dispute or a cease-contact request ends the automated path and books a named officer.
Out
- 08
Send approved wording on a consented channel, with the required disclosure, counted against the cap.
- 09
Retain the script version, the authority in force, the consents relied on, what was said and who cleared it.
Product statement
This page covers what the policyholder owes the insurer — premium and instalment arrears, lapse prevention, payment arrangements and reinstatement. The agent makes the contact itself, but only on a script, a cadence, an hours window and an attempt cap a named officer signed. Settlement terms, waivers, write-offs, cancellation and any placement with an agency are that officer's decision. Recovery between carriers — subrogation, deductible and salvage negotiation — is a different counterparty and is not in scope here.
Example workflow
One arrears case, end to end
- 1Arrears case openedA past-due instalment or premium with the plan, the days late and the notices already served
- 2Permissions readConsents, channel and language preference, opt-outs, disputes, cease-contact requests and the attempt count so far
- 3What may be said checkedThe grace period, the notice already served and the statutory clock, so nothing is said about lapse that is not true yet
- 4Affordability and signalsThe plan the payment history actually supports, and a scan of the customer's own words for hardship, illness or insolvency
No human action required
Stages 1 to 4 run without a person in the loop — the permission read, the notice clock, the affordability check and the signal scan all finish before anything leaves. Nothing has been said to the customer yet.
Sends the approved contact and offer.
Stops, and books a named officer.
Collections officer
Takes the case with the signal named, the balance as billing holds it and every prior contact shown. Terms, waivers and anything adverse are theirs alone.
Agree terms · Hold · Refer
Decided — handed back
- 6Contact sent and countedApproved wording on a consented channel, inside permitted hours, with the disclosure attached and the attempt logged
- 7Outcome evaluatedContact compliance, dispute and cease-contact handling, signal recall, complaints and escalations, by cohort and channel
Officer changes
Every term an officer sets differently from the offer is counted.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required
8 items
- Agreeing a settlement, waiver or write-off.
- Cancelling, lapsing or non-renewing for non-payment.
- Serving the notice that starts a cancellation clock.
- Placing a balance with a collection agency.
Automation boundary
Agent acts unaided
- ✓Contact on the script, hours and attempt cap an officer signed.
- ✓Offer only the arrangements already on the approved plan matrix.
- ✓Read the notice clock before saying anything about lapse.
- ✓End the automated path on a vulnerability, dispute or stop request.
Write actions run only inside the approval boundaries agreed during implementation. The agent may send an approved contact and record an approved plan. It may not agree terms outside the matrix, and nothing adverse to the customer runs unattended, on any tier or in any configuration.
- Reporting a balance to a credit bureau.
- Deciding that a disputed balance is owed.
- Discussing the debt with anyone but the customer.
- Changing the script, the cadence or the authority.
Example output
One arrears contact, annotated
Everything the agent proposes is attached to the permission and the notice position it came from.
Collections output · single contact
Illustrative example- Case
- Second instalment past due
- Notice position
- In grace, unserved
- Consent on file
- SMS and email
- Proposed action
- Reminder plus plan offer
- Confidence
- 93%
- Signals found
- None on this account
As received
The balance as billing holds it, the notice position under the policy and that jurisdiction, and the consents.
Checks cleared
- Inside permitted hours
- Under the attempt cap
- No dispute or opt-out
Why this offer
From the plan matrix an officer signed, matched to the instalments already paid.
What the score decides
Whether this contact may send unattended — never that a signal is absent.
Action
Agree termsHoldReferValue
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value lands
Value 01 – 04
Every account in arrears
From billing and the instalment ledger
Apply the rules that govern the contact
Permitted hours in the customer's own time zone, the attempt cap across every channel, the consents on file and the notice clock — read before anything is written, and stamped with the script version.
Let the routine reminder run
An account inside the script, under the cap and clear of signals gets its reminder and its approved plan offer without an officer opening it. The cadence is narrow by design, and it is written down.
Hand the hard ones over early
A hardship disclosure, a dispute, a stop request or an arrangement the payment history will not carry ends the path before anything is said, and reaches a named officer with the signal quoted.
Build an evidence trail
Retain the script and authority version, the consents relied on, the hours and attempt count, the wording sent and the officer's own decision — on both paths.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Billing & policy admin
- Guidewire
- Duck Creek
- Sapiens
- Billing and instalment ledgers
Payments & plans
- Card and ACH rails
- direct debit
- Payment plans
- reinstatement APIs
Contact & preferences
- Preference centre
- consent records
- Do-not-contact lists
- language on file
Agent
Collections & arrears contact
- Reads permissions
- Sends on script
- Stops on signals
Telephony, messaging & cases
- Dialler and IVR
- SMS and email
- Case management
- Agency placement
Observability & evaluation
- OpenTelemetry
- Langfuse
- Supported monitoring/evaluation sources
Integration availability depends on the client's existing systems and API access.
Agent controls
Six layers between the model and the customer
Each control wraps the one inside it. A contact clears every layer before it is sent, and nothing adverse to the customer clears them at all.
L6 · Outermost — last line of defence
Inward → L1 · closest to the model
- L1 – L2
- Decide whether this contact may go at all
- L3
- Decides what may actually be said
- L4
- Takes the customer out of the cadence
- L5 – L6
- Put it with a person, and keep the trail
How Nestack evaluates it
Evaluate the contact — and who it reached.
Coverage runs the whole depth of the workflow, and every layer is cut by slice.
Surface — the message the customer receives
- E1Contact-rule evaluationWas every contact inside the hours, the cap and the consent on file?
- E2Content evaluationDid the wording state only consequences the notice position allows?
- E3Signal recallDid it catch the hardship the customer disclosed, in their words?
- E4Tool evaluationDid it read the right account, balance and preference record?
- E5Slice evaluationHow does performance change across cohorts, channels and languages?
- E6Business outcomeComplaint and escalation rate, and what happened to those who disclosed.
Floor — the complaints and the harm behind them
Failure modes
Where each failure originates in the agent
Seven failure modes plotted against the five stages of the agent lifecycle.
Agent lifecycle
Direction of processing →
01 · Permissions
2 modes
- CN-01
Stop request not honoured
An opt-out on one channel; the cadence ran on another.
- CN-02
Chased a balance not owed
Already paid, or disputed and the path never paused.
Stage reads
Consents, opt-outs, disputes and every prior attempt
02 · Cadence & timing
2 modes
- CN-03
Contacted outside permitted hours
Time zone read from the policy address, not the number.
- CN-04
Cap counted per channel
Each channel under its own limit, the total over all.
Stage checks
The permitted hours, the cap and the notice clock
03 · Signals
1 mode
- CN-05
Hardship disclosure missed
The customer named it plainly; the cadence carried on.
Stage scans
What the customer actually said, in their own words
04 · Offer
1 mode
- CN-06
Plan the file cannot carry
An arrangement offered that fails on its own first date.
Stage proposes
The arrangement from the matrix an officer signed
05 · Contact
1 mode
- CN-07
Consequence overstated
Wording said cover ends before the notice makes it true.
Stage sends
The wording the customer receives, and when it goes
- Sev-1 · the contact should never have gone
- Sev-2 · the customer is chased for the wrong thing
- Sev-3 · the pattern breaches, not the contact
Affected slices
The cadence lands hardest where people say least
A few cohorts carry most of the breaches — a disclosure nobody caught, a contact after an opt-out, wording that overstated what happens next. A cadence tuned on tenure and postcode stands in for things a carrier may not act on directly. Nestack reports performance by slice, not only in total.
Slice performance — reported separately, not only in aggregate
Illustrative example| Slice | Failure rate | Lift | Lift vs. threshold | Status |
|---|---|---|---|---|
| Customers who disclosed hardship | 7.3% | 3.5× | Review | |
| Non-English contact preferences | 5.2% | 2.5× | Review | |
| Disputed and part-paid balances | 3.8% | 1.8× | Watch | |
| Repeat routine first reminders | 1.3% | 0.6× | Normal |
Bar: contact-breach lift vs. routine first-reminder baseline · scale 0–4.0× · tick marks the 2.0× review threshold
2 of 4 slices over threshold
Evidence-linked improvement
Every complaint lands on the cadence that caused it
When someone complains about being chased, the breach usually sits in the cadence, the script or a signal nobody caught — not in that contact.
Improvement cycle · five stages
Switchback — the path turns at Improve and returns at Learn
- 01
Detect
Contact breaches, complaints or missed signals move in one cohort.
- 02
Diagnose
Traced to the permission read, the cadence, the signal scan or the wording.
- 03
Improve
The script, cadence or plan matrix is changed, re-signed by the collections lead and version-linked.
- 04
Verify
Re-run against held-out cases, including every complaint and every disclosure.
- 05
Learn
The missed signal becomes a regression case and a phrase the scan must catch.
Learn → Detect
The return edge. Every cycle re-reads the cadence itself — a threshold change that added a channel or an attempt without a signature is reversed before the next cycle runs.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, contact rules and permissions, script and offer logic, evaluation, contact-channel integration, then production validation and handover.
Workstream
Week 1Week 2Week 3Week 4Week 5Week 6
- 01Workflow discovery and automation-boundary definition.Week 1
- 02Contact rules, permitted hours and caps.Week 1, Week 2
- 03Billing, policy-admin and payment APIs.Week 1, Week 2
- 04Consent, preference and opt-out integration.Week 2
- 05Notice clock, grace period and reinstatement.Week 2, Week 3
- 06Payment-plan matrix and authority sign-off.Week 3
- 07Script and disclosure wording sign-off.Week 3, Week 4
- 08Vulnerability and hardship signal detection.Week 3, Week 4
- 09Contact-compliance and signal-recall evaluation.Week 4, Week 5
- 10Officer review workflow and agency handoff.Week 4, Week 5
- 11Telephony, messaging and complaint routing.Week 5, Week 6
- 12Deployment, documentation and Agent Care handover.Week 6
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallel
Final scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
| Capability✓ in scope · — not at this tier | PilotOne line, nothing sends | ProductionOne line, live contact | AdvancedMulti-line / multi-jurisdiction |
|---|---|---|---|
| Introduced at Pilot | |||
| Arrears case assembly and balance read | ✓ | ✓ | ✓ |
| Consent, opt-out and stop-request checks | ✓ | ✓ | ✓ |
| Draft mode — proposes, sends nothing | ✓ | ✓ | ✓ |
| Vulnerability and hardship signal detection | ✓ | ✓ | ✓ |
| Baseline evaluation | ✓ | ✓ | ✓ |
| Introduced at Production | |||
| Permitted hours and attempt caps | — | ✓ | ✓ |
| Approved scripts and required disclosures | — | ✓ | ✓ |
| Live contact on consented channels | — | ✓ | ✓ |
| Plan matrix inside a signed authority | — | ✓ | ✓ |
| Introduced at Advanced | |||
| Multi-jurisdiction contact rules | — | — | ✓ |
| Agency handoff and enterprise controls | — | — | ✓ |
| Build price | From $5,000 | From $8,000 | Custom quote |
- Final build price
- Confirmed after discovery based on the lines and jurisdictions in scope, the billing, payment and telephony systems involved, the channels and languages supported, contact volume, the authority and caps agreed, and deployment requirements.
- Separate from build
- Build pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bring
We build with it
01The lines, balances and jurisdictions in scope
→Workflow discovery and automation-boundary definition
Week 102Your contact rules — hours, caps, channels and disclosures
→Contact rules, permitted hours and attempt caps
Week 103Access to billing, policy admin and the preference centre
→Consent, preference and cease-contact integration
Week 204Grace periods, notice templates and reinstatement rules
→Notice clock, grace period and reinstatement logic
Week 205The plans you will offer, and who may waive anything
→Payment-plan matrix and settlement-authority sign-off
Week 306Complaints you have had about collections contact
→Evaluation suite, regression cases and failure-mode testing
Week 407The named officer who holds the authority and the stop control
→Officer review workflow, agency handoff and the audit trail
Weeks 5–6
Nothing else is required
Deployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Phases are drawn over the weeks they actually occupy. Nothing reaches a customer before week 6 — the cadence runs in draft until the stops are proven.
Phase
W1
W2
W3
W4
W5
W6
- DiscoveryW1
- BuildW2 – W3
- EvaluateW4 – W5
- Pilot & LaunchW5 – W6
Week focus
W1Lines, jurisdictions, contact rules and who may waive anything
W2Billing and preference-centre integration, and the notice clock
W3Scripts, disclosures, the plan matrix and signal detection
W4Evaluation suite, contact-compliance and signal-recall testing
W5Telephony and messaging integration, in draft — nothing sends
W6First live contacts inside the signed caps, then handover
- Reading the band
- Bars span only the weeks their work is named in. Draft running in week 5 is real — the agent proposes contacts and sends none.
- At the end of W6
- Live contacts have run inside the signed hours and caps, and every waiver in that period was a named officer's.
- Duration
- Six-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Insurance AI agent
Write the cadence down before you automate the chase.
Show us how an account reaches arrears, the contact rules you work under, and who may agree a plan or waive anything. We'll set the hours, the caps and the signals that stop it, and show you every phrase the agent may never use.
- Typical delivery
- 4–6 weeks
- Deployment
- Your billing and contact stack
- Settlement terms
- A named officer, always
- After launch
- Agent Care available
Nestack Agents · Collections & arrears contact
AGT-INS-05 · Agent Care available after launch