Digital PIVC: benefits for insurers and customers
A pre-issuance verification call (PIVC) is a simple idea: before a policy is issued, confirm with the customer that they know what they are buying. Done by traditional phone calls, it is slow, hard to audit and easy to game. Digital PIVC, done on a WhatsApp video link, fixes many of these weaknesses.
Benefits for insurers
1. Less mis-selling. The customer hears the policy details and answers in their own words. Promises of guaranteed returns or "no premium after five years" come out on the record.
2. The right person answers. A face match and liveness check make it harder for an agent or relative to answer on the customer's behalf.
3. Better evidence. Video, timestamps and location are saved to the case. In a complaint, there is a record of what was said.
4. Speed and scale. Calls can be made in bulk, at any hour that suits customers, without tying up a call-centre queue.
5. Fewer abandoned policies. Customers who understand what they bought are less likely to cancel in the free-look period.
6. Consistent questions. Every customer hears the same questions in the same order, with flags for unclear answers.
Benefits for customers
- A call at a convenient time, from their own phone
- Questions in their own language
- A clear chance to say what they were told, and to ask a person for help
- Protection from being sold the wrong product
What to check when you adopt it
- Is consent for recording taken at the start?
- Can the customer reach a human?
- Are unclear answers escalated for review?
- Are recordings stored securely with access controls and logs?
- Does it fit your regulator's rules? Ask your compliance team.
How Praman does it
Praman by SatyaSakshi turns each new policy into a case. The customer receives a WhatsApp link, joins a short video call, and an AI reads out the policy details and asks the standard questions in their language. Flags such as a promised return or a mismatch in details are raised for a reviewer. Insurers see every call and recording on one dashboard.
Frequently asked questions
Is digital PIVC accepted?
Insurers decide their own processes within regulatory requirements. Check your own compliance team's requirements for call recording, consent and evidence.
Does the customer need an app?
No. They open a WhatsApp link in the phone browser.
Can the customer ask for a person?
Yes. A good process lets the customer ask for a human executive at any time.
Related: how Praman handles this for businesses · all instant checks
Make verification simple with Praman
WhatsApp link, AI or live video call, instant ID, vehicle, business and court checks, and one evidence report. Built by investigators at SatyaSakshi.
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