Can AI verify policyholder identity on insurance calls?

AI agents perform policyholder identity verification using knowledge-based authentication, asking the caller to confirm a combination of details from their policy record such as date of birth, postcode, policy number, and registered vehicle registration.

The AI checks these answers against your policy management system in real time, confirms successful verification, and proceeds with the call.

Failed verification attempts are flagged and the call is routed to a human agent for manual verification.

The AI applies consistent verification standards to every call, eliminating the variability in how different human agents enforce identity checks and reducing fraud risk from inconsistent application of verification protocols.

For example, a home insurance provider deploys Televanta for all inbound policyholder calls.

Every call requires verification before any policy information is disclosed.

Televanta applies the same four-question verification protocol to every call consistently.

The provider's fraud team reports a significant reduction in social engineering incidents, cases where fraudsters persuade agents to bypass verification steps, because Televanta's protocol cannot be persuaded or manipulated.

An insurance group with multiple brands deploys Televanta across all brands with a standardised verification protocol.

The compliance team approves the deployment because Televanta's consistent application of the verification standard produces a complete audit log of every verification attempt, successful or failed, for every call.

The group's data protection officer notes that Televanta provides better verification audit trails than the human agent operation ever did.