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Want to know what we're doing?
At Whoopsie, our goal is to continuously improve and innovate, with the aim of becoming a major player in the insurance sector, delivering exceptional service and value to our customers.
Implementing Ai to improve our oversight.
We're Launching 100% Ai Driven Auditing.
AI is transforming how Whoopsie audits 100% of customer service calls by offering comprehensive, real-time analysis that far surpasses traditional manual reviews. By transcribing and evaluating every interaction, AI identifies key themes, customer sentiment, and performance metrics such as adherence to scripts, compliance, and call resolution rates. This provides objective, scalable, and consistent quality control across thousands of calls. AI also delivers real-time feedback to agents, helping them improve during interactions while giving management valuable insights into customer satisfaction and operational inefficiencies. Additionally, sentiment analysis tools detect emotions like frustration or satisfaction, enabling Whoopsie to proactively address recurring issues. This full-scale AI auditing enhances service quality, compliance, and customer experience while driving data-driven decision-making and cost efficiency.
Ai Agent Support Bots.
We are developing an AI agent helper that serves as a comprehensive resource for our entire organisation, consolidating knowledge across areas such as compliance, technical support, customer service handling, and more. This advanced chatbot is designed to provide real-time assistance to employees, addressing any queries they might have with speed and precision. Whether the question pertains to underwriting terms and conditions, claim assessments, or customer service protocols, the AI agent can tap into specialised bots within its network, offering expert advice and immediate support tailored to the specific area of inquiry. This tool is set to enhance efficiency across departments, ensuring consistent, accurate, and timely information delivery.
Fixing inconsistent knowledge across users.
It's nearly impossible for one person to have an in-depth knowledge of every insurance policy, underwriter details, technical faults with equipment and other compliance points. Our goal is to give everyone of our team instant access to everything they'd ever need, ensuring consistency across the whole company.
Improving Transparency.
Terms and conditions can be overwhelming! Whether it's the endless pages from your TV subscription or the never-ending scroll when your phone updates, they’re often hard to navigate.
That’s why we’re developing a chatbot specifically aimed at answering the key question every insurance customer has: “Is this covered?”
While standard policy documents, certificates, and IPIDs are useful, the Is it Covered bot allows customers to ask direct, specific questions without wading through pages of fine print. Built with consumer duty in mind, it’s designed to make it easy for every customer to quickly find the coverage information they need.
Our Focus - Customer Duty & Treating Customers Fairly
At Whoopsie, we put consumers at the core of everything we do. Our approach aligns with the Financial Conduct Authority (FCA) Consumer Duty regulations, which set a higher standard of care for financial service providers. These rules ensure customers receive fair value, transparency, and tailored products and services that meet their needs. Consumer Duty pushes companies not only to comply with regulations but also to actively promote positive consumer outcomes. Here’s how we incorporate these principles into our daily operations.
Understanding Consumer Needs.
A key aspect of the FCA’s Consumer Duty is ensuring firms understand their customers' needs. At Whoopsie, we engage continuously with customers to gain insights into their expectations and challenges. Through surveys, feedback, and direct communication, we listen to what matters most. This customer-focused approach allows us to design and deliver products that truly address their concerns.
We've build a "Tell us more" process of collection to enable anyone to anonymously give their opinion on all aspects of insurance, from underwriting, to claims handling and more. This customer-focused approach allows us to design and deliver products that truly address their concerns.
When customers choose us, they trust our products and services. We take this responsibility seriously by offering solutions that are fair, clear, and suited to different customer segments. Whether it's a simple service agreement or a complex insurance policy, our goal is to exceed customer expectations.
Delivering Value and Fair Pricing.
Fair value and pricing are core pillars of the FCA Consumer Duty, and we hold ourselves accountable to these standards. We believe consumers should get good value from the products they buy, and we design our offerings to reflect this belief.
Traditionally market competition naturally governed pricing as no one wants to be overpriced amongst their competitors. We take a two tear approach, we constantly review competitors to ensure we're equally priced or cheaper, and follow the strict pricing that is provided to us by underwriters and our principle firm.
At Whoopsie, we ensure our policies provide comprehensive coverage, valuable benefits, and added perks. We continuously review our pricing models to maintain competitiveness, while providing clarity on costs, including changes, renewals, or fees. This transparency enables consumers to make informed decisions without hidden costs.
Clear Communication and Transparency.
Communication is central to strong customer relationships. FCA regulations emphasise the importance of presenting information clearly and understandably, especially for key decisions. At Whoopsie, we prioritise simplicity and clarity in all communications, ensuring customers know exactly what they are getting at every stage—from marketing to onboarding, renewals, and claims.
This is why we're building and launching our "Is This Covered" bot, which will sit on all sales pages on our site and the terms and conditions. So people can ask quick questions and get the answers they need. It's just another example of why we're doing more than others.
Our customer service teams are also trained to uphold these standards, offering clear explanations and guidance whenever needed. We eliminate complexity, ensuring consumers are always well-informed.
Proactive Support and Continuous Improvement.
The FCA’s Consumer Duty goes beyond addressing issues; it requires companies to proactively ensure good outcomes for consumers. At Whoopsie, we actively look for ways to enhance customer experiences and anticipate their needs. We regularly assess our services, incorporating customer feedback to make continuous improvements.
Our commitment to customer support is unwavering, whether customers face claims issues, payment challenges, or need policy clarity. We ensure easy access to support via multiple channels, while our staff receive ongoing training to stay informed and offer the best guidance.
The best way we as a company can offer more, is when it comes to claims. One of the biggest issues we see across all companies within the insurance sector is when a claim is declined. The way we're focusing on offering more is by linking with other companies that can offer free or reduced costs when an underwriter has declined a claim.
Our Extra Mile team we're building puts the focus on this, doing more, offering more, and supporting more than other insurance providers.
Doing more than others.
Protecting your world.
We're expanding our insurance products to not simply protect one thing. Our aim is to offer an insurance package that covers most if not all things in your home, your car, pets and helping you arrange your health and life insurance. We don't just stop there, travel, sports and even expat insurance incase you move away.
We take extra care for the elderly.
We all get old, so while we're young we're doing our best to give that little extra care for the elderly. We've had our processes checked by external auditors, both giving the golden thumbs up. Want to know more about how we look after older customers? Get in touch
Additional claim support.
Many insurance companies simply pass your claim over to the underwriter and that's it. We do more!
We're constantly improving our additional services and product options, so whether it's an additional contribution towards claims. Loyalty bonus where you can get your excess paid for by us or other great incentives and gifts for being great customers, we always aim to do more! If you're happy we're happy.