DEMO — KiwiCover Insurance: AI Support Agent for Web & WhatsApp

Project overview

About the project

KiwiCover is a Wellington-based insurer offering home, contents, and car cover to New Zealanders. Their support team was buried in repetitive questions while genuinely urgent claims waited. We built a retrieval-augmented AI support agent that answers policy questions from KiwiCover’s own wordings and knowledge base, cites the exact clause, triages new claims, and escalates anything sensitive to a human with full context. It runs on the website and WhatsApp, resolving most enquiries instantly while keeping every answer grounded in approved documents.

The challenge

KiwiCover's small support team handled the same handful of questions thousands of times a month, and first responses to real claims were slipping because agents were stuck answering 'what's my excess?'. Off-the-shelf bots hallucinated policy terms — unacceptable for a regulated insurer — and could not cite where an answer came from. They needed an assistant that was fast and always grounded in the actual approved policy wordings, with a clean escalation path for anything requiring a licensed human.