Named with permission.
Industries · BFSI · Life insurance
A relationship measured in decades, kept one premium at a time.
Life insurance is a promise that only pays off if the policy stays in force, and persistency is won on the reminder call. Oriserve works the long relationship, from needs-based acquisition to lapse revival, in the customer's language, with mis-selling guardrails built in.
Persistency book · liveSimulation
conversations0handled by AI0to a person0
handled by AIto a person
"A lapsed life policy fails the customer and the insurer at once. Persistency is not a campaign; it is a conversation, on time, every year."The life-insurance doctrine · persistency is the business
Why life insurance turns on persistency
The mis-sold policy and the lapsed one are the same broken promise, and both start with a call.
A life book only earns if it persists, yet premium reminders, revival calls and surrender saves are exactly the low-margin, high-volume calls a human floor cannot make consistently, in every language, on time.
The AI makes them all, on schedule, with needs-based and disclosure guardrails scripted in so the conversation stays compliant, and routes surrender, grievance and complex cases to an advisor with the full history.
The customer lifecycle
Six stages, with persistency at the centre.
From the needs conversation to the rider, the same brain runs the long relationship; persistency is where it earns its place, and each stage maps to a solution.
Acquire
The needs conversation, qualified
Enquiries qualified on need and eligibility, the serious ones routed to an advisor for a compliant needs-based sale, never a push.
Moves: lead-to-advisor rateLead qualification →Onboard
Issued, verified and free-look clear
Medical and document follow-ups, welcome-and-verify, and a clear free-look explainer, so the policy starts on honest footing.
Moves: issuance, free-look retentionOnboarding & support →Serve
Servicing, nominee & fund queries
Fund-value, nominee, address and statement queries resolved end to end; the sensitive ones handed to an advisor with context.
Moves: servicing cost, CSATCustomer support →Persist
The premium reminder, on time
The core: due and grace-period premium reminders with payment closed on the call, so a missed premium never quietly becomes a lapse.
Moves: persistency ratioRenewals & persistency →Revive
The lapsed policy, brought back
A warm, non-pushy revival flow that explains reinstatement clearly and completes it on the call or books an advisor, and surrender-intent caught and saved.
Moves: revival, surrender savesRetention & revival →Grow
The rider, at the moment of trust
Riders and top-ups matched to life stage and existing cover, offered only after the base policy is secure, never before.
Moves: rider attachRiders & upsell →Across the book
Every kind of cover, one platform.
Term, savings, ULIP, pension and group run on the same platform with one memory of the policyholder and the same compliance guardrails.
TermEndowment & savingsULIPPension & annuityChild plansGroup & credit lifeRiders
Who runs on the platform
In production with a listed Indian life insurer.
IndiaFirst Life Insurance runs on the platform. Their programme results are shared under NDA, not published here.
The figures below are platform benchmarks. None of them is IndiaFirst's, or any other client's.
In productionIndiaFirst Life
Cost per outcome~30% lower
India benchmark across renewals and servicing, not a client figure.
CoverageEvery policy, on time
Premium and revival calls made on schedule, in 10+ languages.
Audit coverage100%
Every call scored, AI and human; the whole book, always.
Compliance by construction
Every rule that governs a life-insurance call, enforced in the platform.
Needs-based selling, free-look and mis-selling guardrails are scripted and enforced, and every call is recorded and scored.
IRDAINeeds-based selling
Suitability and needs-based conduct scripted and enforced, with the sale routed to a licensed advisor where required.
IRDAIFree-look & persistency
Free-look disclosure and persistency conduct honoured, with notice timelines handled by the scheduler.
IRDAIMis-selling guardrails
Mandatory disclosures and prohibited-claim checks built into the script, so the conversation stays defensible.
TRAI · TCCCPRContact windows & DND
Calling hours, frequency caps and DND checks gate every outbound dial before it is placed.
DPDP ActConsent & residency
Policyholder data under consent, resident in India, encrypted and access-controlled.
Internal100% call audit
Every conversation scored, AI and human, so conduct is auditable across the whole book.
What life-insurance leaders ask before signing
How do you prevent mis-selling on an AI call?
The guardrails live in the platform. Needs-based and disclosure conduct are scripted and enforced, prohibited claims are checked, and the regulated sale is routed to a licensed advisor where required. Every call is recorded and scored, so conduct is auditable.
How does it lift persistency?
By making the on-time call every book needs and no floor can staff. Due and grace-period premium reminders with payment closed on the call, so a missed premium never quietly becomes a lapse.
Can it revive a lapsed policy?
Yes. A warm revival flow explains reinstatement clearly and completes it on the call or books an advisor for complex cases; surrender-intent is caught and routed to a person.
What happens with grievances or complex cases?
They reach an advisor. Surrender, grievance and sensitive calls route to a person mid-call with the full history, so the customer never repeats themselves.
Is our policyholder data used to train shared models?
No. Your data stays yours, resident in India, and what the platform learns on your book improves your book.
What proof exists on books like ours?
Ask for the reference call. IndiaFirst Life Insurance runs on the platform, and their renewal-stack results are shared under NDA. Bring your persistency and revival baselines and we will measure against them first.
The rest of BFSI
One platform, every regulated book.
The same platform runs general-insurance renewals, bank servicing, NBFC recovery and card revolving, each with its own regulator and its own motion.