AI-Powered
Customer Operations
Built for DR&P
Presented by AgentCraft
March 2026
The Opportunity
Your team is brilliant. AI makes them unstoppable.
DR&P handles over £620m in gross written premiums with teams that punch well above their weight. But your people spend hours on calls that could be automated, chasing documents that should chase themselves, and missing referral opportunities because there aren't enough hours in the day.
40%
of inbound calls can be
handled by AI
24/7
customer service without
additional headcount
37%
higher retention from
referred clients
AgentCraft | AI Automation for Insurance
DR&P Group · £620m+ GWP · 25 offices · 400+ staff
Why Now?
Three forces are converging.
Dec 2024
BMS Acquires DR&P
New ownership brings investment appetite and a focus on technology-led growth. Innovation at branch level gets noticed at group level.
2025-26
AI Has Matured
The same technology powering Aviva's claims AI and AXA's customer service bots is now accessible at a fraction of the cost. What took insurers millions to build can now be deployed in weeks.
Right Now
First-Mover Advantage
Brokers who adopt AI now will set the standard. Those who wait will be playing catch-up — or paying more to do it later.
The question isn't whether DR&P adopts AI — it's which branch leads the way.
What We'll Build
Three capabilities. One integrated platform.
📞
AI Phone Agent
Handles inbound calls — policy queries, claims intake, intelligent routing. Natural British voice. Available 24/7.
💬
Customer Service Bot
WhatsApp and web chat for client enquiries. Instant answers, document requests, claims guidance. Always on.
🚀
Referral Engine
Automated referral programme that turns happy clients into new business. Track every referral to conversion.
Each product integrates with Acturis and is built within FCA compliance requirements.
AgentCraft | AI Automation for Insurance
AI Phone Agent
40% of your inbound calls handled before they reach a handler.
What It Does
- Answers inbound calls with a natural British voice
- Handles policy enquiries, renewal questions, payment queries
- Collects full FNOL data for claims — structured, complete, every time
- Routes complex calls to the right handler with full context
- Available 24/7 — evenings, weekends, bank holidays
How It Works
- Connects to your existing phone system via SIP — no hardware changes
- British English voice AI — natural, professional tone
- Real-time transcription and call logging for compliance
- Vulnerable customer detection with immediate human escalation
- Every call recorded and fully auditable
Aviva and Markerstudy already use AI for claims intake. This brings that capability to DR&P.
AI Phone Agent
One AI agent. The output of three full-time staff.
| Metric | Human Handler | AI Phone Agent |
|---|
| Calls per day | 40–60 | Unlimited |
| Available hours | 8hrs, Mon–Fri | 24/7/365 |
| Annual cost | £28,000–32,000 each | Included in retainer |
| Avg handling time | 4–6 minutes | 2–3 minutes |
| FNOL data collection | Inconsistent | Structured, every time |
£190k
potential annual salary saving at 60% automation
2–6
FTE call handlers displaced by AI
AgentCraft | AI Automation for Insurance
Customer Service Bot
Every client feels like your only client.
What It Does
- WhatsApp and website chat — clients message, AI responds instantly
- Answers policy questions, explains cover, provides documents
- Guides clients through claims process step-by-step
- Books callbacks and routes complex queries to the right handler
- Detects vulnerable customers and escalates immediately
What Clients Can Do 24/7
- "When does my policy renew?"
- "Can I get a copy of my certificate?"
- "How do I make a claim?"
- "What's my excess?"
- "I need to update my address"
- "What am I covered for?"
Zurich's AI chatbot: claims processed in 3 hours vs 24. 60% of claims made outside office hours. NPS of 78.
Customer Service Bot
The numbers speak for themselves.
| Metric | Before | After |
|---|
| Response time | Hours / next working day | Instant — 24/7 |
| Routine queries hitting handlers | 100% | 30–40% |
| Out-of-hours service | None | Full service |
| Client touchpoints | Reactive only | Proactive + reactive |
Aviva
90% of enquiries resolved by AI. Complaints down 65%. Motor claims AI saved over £60 million in 2024.
AXA
Three AI bots saving 18,000 staff-hours per year. 90% intent recognition accuracy.
90%
of enquiries resolved by AI at Aviva
18k
staff-hours saved per year at AXA
AgentCraft | AI Automation for Insurance
Referral Engine
Your best marketing is a happy client.
How It Works
- AI detects positive events — claim settled, renewal completed, new policy
- Automatically sends personalised referral request to the client
- Tracks every referral from ask → introduction → converted policy
- Handles follow-ups, thank-you messages, and reward fulfilment
- Full dashboard showing referral pipeline and conversion rates
The Referral Sequence
Day 1–3
Personalised email referral ask
Day 5–7
SMS follow-up if unopened
Day 14
Gentle reminder — different angle
Convert
Auto thank-you + reward
Referred clients have 37% higher retention rates and higher lifetime value. — Deloitte
Referral Engine
Conservative model. Real revenue.
| Stage | Per Office / Year | 25 Offices / Year |
|---|
| Referral asks sent | 2,000 | 50,000 |
| Referrals received (5%) | 100 | 2,500 |
| Converted to policy (30%) | 30 | 750 |
| Year 1 commission revenue | £9,000 | £225,000 |
| 5-year lifetime value | £45,000 | £1,125,000 |
Based on 5% referral rate, 30% conversion, £2,000 avg GWP, 15% commission rate. FCA-compliant incentive model based on Marshmallow's approved programme.
£1.1m
potential lifetime value across DR&P group
AgentCraft | AI Automation for Insurance
How It Works
With Acturis
Nothing replaces your core system. Everything enhances it.
AI Phone
Agent
↔
ACTURIS
Your data stays here
↔
Customer
Service Bot
Referral
Engine
↔
Secure API Layer
↑
- AI agents connect to Acturis via secure API integration
- Client data is read in real-time — never stored outside your infrastructure
- Policy details, claims data, renewal dates accessible to AI agents
- Every action logged for FCA audit trail
- Compatible with your existing phone system, email, and workflows
AgentCraft | AI Automation for Insurance
Data Security
& Compliance
Built for FCA-regulated firms. Not retrofitted.
🔒 Your Data Stays Put
AI connects to Acturis and your existing tools via secure APIs. Client data is processed in real-time on UK-hosted infrastructure. Nothing leaves your control.
✅ GDPR Compliant
UK data residency (AWS London). Purpose limitation. Data minimisation. Full processing records. DPIA completed before launch.
👥 Human Oversight
No AI communication reaches a client without escalation capability. Your team sets the rules — AI follows them. Every interaction auditable.
FCA Consumer Duty
- AI provides information only — never regulated advice
- Vulnerable customer detection on every interaction
- Immediate human escalation when needed
- Full audit trail retained for regulatory queries
FCA Regulated · GDPR Compliant · UK Data Residency · Full Audit Trails · Human Oversight
The Pilot
Prove it works here. Roll it out everywhere.
Phase 1: Build & Launch (6 Weeks)
Week 1
Discovery Workshop
Map workflows, calls, pain points
Week 2–3
Build & Configure
All three AI products built and tested
Week 4
Integration Testing
Phone system, Acturis data, channels
Week 5–6
Training & Go Live
Staff onboarding and soft launch
Phase 2 & Beyond
2
Measure (Months 2–4)
Track automation rate, response times, referrals, satisfaction. Build the business case with real data.
3
Board Presentation
We compile results into a case study. You present to the DR&P board with hard numbers.
4
Roll Out Across DR&P
Template the solution for every office. Each rollout faster than the last.
One pilot. Three AI products. Six weeks to live.
Investment
Simple, transparent pricing. No surprises.
Pilot Build
£20,000
One-time
- Discovery & workflow mapping
- AI Phone Agent — built, tested, deployed
- Customer Service Bot — WhatsApp + web
- Referral Engine — full pipeline
- Acturis data integration
- Staff training session
- 6-week build & launch programme
Monthly Service
£2,500
per month
- All AI infrastructure & API costs
- Monitoring & maintenance
- Monthly performance reporting
- 4 hours/month of improvements
- Priority support
Group Rollout
from £8k
per office
- Templated deployment
- Local customisation & testing
- Staff onboarding per office
- Volume discounts available
- Dedicated rollout manager
The AI Phone Agent alone saves £56,000–190,000/year in salary costs. The pilot pays for itself within the first quarter.
The DR&P Opportunity
Prove it works here. Roll it out everywhere.
1
Pilot at One Branch
Deploy all three AI products. Measure results over 3–4 months. Build the evidence.
2
Build the Case Study
Document time saved, revenue gained, client satisfaction. Hard numbers for the board.
3
Roll Out Across DR&P
Template the solution for 25+ offices. The branch that championed innovation gets recognised at group level.
DR&P Group
~400 staff
25 offices
£620m+ GWP
Group rollout potential
£500k–750k
total year 1 across all offices
AgentCraft | AI Automation for Insurance
About AgentCraft
Insurance-Focused
We build AI systems specifically for insurance brokers and regulated financial services. Every product is designed around FCA compliance, Acturis integration, and the way brokers actually work.
Local & Accountable
Based in Stratford-upon-Avon — 15 minutes from your office. No tickets, no call centres, no waiting. If something needs fixing, we're there in person.
Project-Based Pricing
You know what you're paying upfront. No open-ended retainers, no surprise costs. Clear deliverables, clear timelines.
AgentCraft | AI Automation for Insurance
Common Questions
You're probably thinking some of these already.
"Will DR&P / BMS approve this?"
We position it as a pilot. Low risk, high visibility. If it works, it's a case study for the group. The branch that championed innovation gets noticed at group level — that's a strong position post-acquisition.
"What about FCA compliance?"
Every workflow is built around FCA requirements. Human oversight on all client-facing communications. Vulnerable customer detection. Full audit trail. We've designed this for regulated firms, not adapted a generic product.
"Will our team actually use it?"
The best automations are invisible. Your team just finds that calls are pre-triaged, referrals are flowing, and clients are getting answers at midnight. The training session ensures everyone's comfortable from day one.
"What if something goes wrong?"
Every automation has human checkpoints. Nothing reaches a client without the ability to escalate. And we're 15 minutes down the road — if it needs fixing, we fix it in person.
AgentCraft | AI Automation for Insurance
What We Need
From You
To build this right, we need access and answers.
Before We Start
- Compliance sign-off from Tom Storer (COO) — we'll provide all documentation needed
- A nominated internal champion at the pilot office — someone who knows the daily workflows
- Access to your Acturis account manager to discuss API integration
- A list of your top 10 most common customer call types and enquiries
Technical Access
- Phone system details — provider, model, SIP capability
- Current call recording setup (if any)
- Existing customer FAQ documents or service guides
- Sample Acturis data exports (anonymised) for integration testing
- IT contact for phone system and network configuration
During the Pilot
- Half day for discovery workshop (week 1) — key staff in the room
- Half day for staff training (week 5) — all handlers at pilot office
- A dedicated test phone line for integration testing
- Weekly 30-minute check-in with the internal champion
- Willingness to provide honest feedback — this is a pilot, we iterate fast
Data & Compliance
- Confirmation of data processing requirements from your DPO
- Any BMS Group technology or vendor policies we need to comply with
- Approval to process customer data through UK-hosted AI services
- Existing call volume data (average calls per day, peak times)
- Current client retention rate and referral sources (for benchmarking)
We handle the heavy lifting. We just need the right access and the right people in the room.
Next Steps
Let's start with the pilot.
Six weeks from sign-off to live. Three AI products deployed at your office. Real results you can measure and present to the board.
1
This Week
Confirm scope and compliance sign-off with Tom Storer
2
Next Week
Discovery workshop at your office (half day)
3
Weeks 2–5
We build, test, and deploy all three products
4
Week 6
Go live. Measure. Build the case for DR&P group rollout.
AgentCraft — AI Automation for Insurance
Miles Willies · Jack Craddock