In insurance, there’s a moment where everything is on the line, the point of sale where the agent needs to take payment to secure cover and bind the policy. It’s time-sensitive, high-stakes, and too often, made harder than it needs to be by legacy security workflows.
In a category where consumers can price-check and switch providers quickly, a broken payment journey doesn’t just frustrate customers, it risks losing the sale entirely.
As Dan Bloy, Regional Director at SequenceShift, told CX Today, “If you're using a third-party telephony [for compliance], and that transfer has a technical problem and the call disconnects, the customer could then go somewhere else and purchase the product somewhere else.”
SequenceShift’s solution allows insurers to secure the payment without breaking the conversation and use that same moment to enable renewal automation later.
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Managing Payment Compliance at Scale in Insurance Contact Centers
With high volumes of payments taken over the phone, insurance firms face greater pressure to ensure they have an efficient payment compliance solution in place. As Dmitri Muntean, Managing Director at SequenceShift, put it:
“It's not like they're taking 10 payments a month and can fly under the radar. They do need to take that seriously. Pause and resume, which was popular before, where call recording is paused, no longer seems secure and it's not compliant.”
“But also, in terms of the brand reputation and the customer trust, that obviously doesn't help build the reputation [with customers] as a trusted provider.”
Insurance contact centers are increasingly expected to deliver smooth, digital-grade experiences while also meeting strict compliance obligations. The tension shows up most clearly when payment collection is bolted on as a separate step, often involving transfers, self-serve IVRs, or third-party telephony.
The commercial impact is measurable. Muntean cited a recurring pattern across industries:
“If the customer self-serves, between 20 to 25 percent of the calls drop off. Either they forget or they decide not to proceed.”
In other words, moving customers away from an agent-led flow at the payment stage can introduce a significant abandonment risk. For insurers, this is particularly dangerous at binding, when the customer’s intent is strongest and speed matters most.
SequenceShift’s approach focuses on keeping the binding flow inside the agent’s existing desktop experience, rather than forcing agents and customers into a separate system or call leg. That helps to avoid those 25 percent call drop-offs.