Secure payments for insurance providers
Enhancing trust with secure payments
Built for insurers who take premiums and excess payments over the phone.
Insurance payment processing challenges
Taking card payments over the phone is a daily reality in insurance — premiums, excesses, renewals, mid-term adjustments. Each one creates a compliance risk if card data touches your systems.
Premium collection risk
Collecting premiums over the phone means agents handle card data repeatedly. Each transaction creates a compliance risk and potential breach point across your entire workforce.
Claims excess payments
Policyholders paying excesses during stressful claims are asked to read card numbers aloud. This creates both a poor customer experience and a serious security vulnerability.
FCA regulatory pressure
The FCA expects insurers to protect consumers at every touchpoint — including payment. If card data leaks from a phone call, that's an enforcement problem, not just an IT one.
Policyholder data sensitivity
Insurance records combined with payment data create an extremely high-value target. A breach exposes both financial and personal information, multiplying the impact significantly.
How Paytia solves insurance payment challenges
DTMF masking technology
DTMF masking technology replaces keypad tones in real time. Agents process premium and excess payments without hearing or seeing any card data.
FCA-ready compliance
Designed to meet FCA consumer protection requirements alongside PCI DSS. One solution that satisfies both regulatory frameworks for insurance.
Compliant call recordings
Record every call for FCA compliance without capturing card data. DTMF masking means recordings are automatically PCI compliant.
Policy system integration
Connects with your existing policy management and CRM systems. Agents stay in their workflow while payments process securely in the background.
99.99% uptime SLA
Reliable infrastructure ensures payments are always available. No downtime during peak renewal periods or claims surges.
Complete audit trail
Every transaction is logged with full audit history. Demonstrate compliance to regulators with detailed, tamper-proof payment records.
Benefits for insurance companies
What a difference it makes when payment capture doesn't interrupt the moment
Dignity during claims calls
When a policyholder has just had an accident or suffered a loss, the last thing they should be doing is reading their card number aloud to a stranger. Paytia lets them key in their excess payment privately. The agent stays on the call, the conversation continues, and the payment happens without anyone needing to ask for sensitive details.
FCA Consumer Duty in practice
Consumer Duty asks insurers to act in customers' best interests at every touchpoint. Asking someone to read card data aloud in a call centre — where others can hear, where recordings run — isn't that. Paytia removes that exposure entirely, which is something you can point to directly in a Consumer Duty assessment.
Renewals paid in the same call
Retention teams spend time and effort getting a customer to agree to renew. Once they've agreed, adding friction — 'we'll send you a payment link' or 'can you call back with your card?' — loses conversions. With Paytia, the renewal payment happens right there, in the same call, the moment the customer says yes.
Real PCI scope reduction
In a typical insurance contact centre, every agent who handles a payment call is technically in scope for PCI DSS. That means your whole workforce, your call recording systems, your network. Paytia's DTMF masking removes card data from your environment entirely. Fewer systems in scope means a shorter, cheaper annual assessment.
100% recording coverage
Pause/resume compliance means agents pause the recording before the customer reads their card number and resume afterwards. In practice, it's inconsistently applied — and every gap is a potential FCA issue. With Paytia, there's no pause/resume. Calls record continuously from start to finish because no card data ever enters the audio.
An audit trail the FCA can follow
Every payment is logged with a full transaction record — who processed it, when, what policy it related to, and what the outcome was. If the FCA ever asks to see your payment handling records, you've got them. It's not a system you have to build; it's built into every Paytia transaction.
Insure & Go and All Clear Travel Insurance both use Paytia to handle claims and premium payments securely — keeping card data out of their contact centres and their call recordings fully compliant.
For the wider pattern under PCI DSS v4.0.1, read our guide to agent-assisted payments for insurance contact centres.
Claims processing and payment workflows
Secure payment solutions with custom workflows, bespoke data capture forms, centralised data storage, and cross-company workflow management for insurance claims, policy payments, and automated settlements
Secure inbound payment capture
Payment Card Data Capture
The policyholder keys in their card number during the call. Paytia validates it in real time — BIN checks, LUHN validation — and captures it within our PCI DSS Level 1 infrastructure.
Bank Detail Collection
For direct debit setups, Paytia captures bank account details securely during the call — sort code, account number — ready for premium collections or claims settlement.
Data Tokenisation and Storage
Card and bank details are tokenised immediately. The tokens are tagged and stored GDPR-compliantly so they can be reused for future claims processing without re-capturing the data.
Automated claims settlement
Claims Assessment Processing
When a claim is assessed and approved, Paytia verifies the payment details with 3DS2 authentication and logs the full audit trail automatically.
Automated Outpayment Processing
Settlement payments go out to claimants using the tokenised bank details already on file. No need to re-collect sensitive information at the point of payout.
Compliance and Reporting
Every transaction is logged with a full audit trail — who authorised it, when, and what the outcome was. Compliance reporting is built in, not bolted on.
Workflow management for insurance operations
Insurance isn't one process — it's dozens. Claims teams work differently to renewals teams. Brokers work differently to direct writers. These capabilities exist because one-size payment workflows don't work in a multi-product, multi-entity environment.
Custom Workflows
Build payment flows that match how your claims or renewals teams actually work — not a generic process that everyone has to work around. Different products, different steps, all configured to your operation.
Bespoke Data Capture
Collect exactly what you need at the point of payment. Policy numbers, claim references, cover types — the fields your agents need to complete the transaction in your systems, captured alongside the payment.
Centralised Records
All payment activity stored in one place, searchable and reportable. When an auditor or regulator asks for records, you're not piecing together data from multiple systems.
Cross-Company Workflows
If you operate across multiple brands, underwriters, or broker relationships, Paytia can handle payment flows for each entity separately within a single platform — no need to duplicate setups.
Insurance payment use cases
From premium collection to claims excess, Paytia covers every telephone payment scenario in insurance.
Premium collection
Monthly, quarterly, and annual premiums collected securely over the phone without card data exposure.
Claims excess
Policyholders pay excesses during claims calls securely, maintaining dignity during difficult moments.
Policy renewals
Renewal payments processed instantly during retention calls. No separate payment steps required.
Mid-term adjustments
Additional premiums for policy changes collected in the same call as the amendment.
Customer stories from insurance
Two travel insurance specialists in the Paytia customer base — both taking high volumes of renewal and claims calls, both needing card data out of the call flow.
InsureandGo
InsureandGo's contact centre handles thousands of travel policy calls a week — quotes, renewals, medical screening, amendments. Read how InsureandGo secured phone premium payments across its travel insurance contact centre without disrupting agent workflows or the underlying policy system.
AllClear Insurance
AllClear specialises in travel cover for customers with pre-existing medical conditions — long calls, sensitive conversations, and agents who can't afford to break the flow to handle card details. See how AllClear Insurance kept agents on the phone with customers while taking payment without ever seeing a card number.
Complete insurance payment solution suite
Specialised payment processing solutions covering every aspect of insurance operations
Agent-Assisted Secure Payments
Agents process premium and excess payments while DTMF masking keeps card data out of the call audio, the recording, and your systems.
Learn more →Secure Payment Links for Claims
Send a secure payment link by email or SMS for excess payments and claim settlements. Policyholders pay in their own time.
Learn more →Automated Premium Collection
Set up recurring premium collection from a single phone call. Card details are tokenised and payments run automatically on schedule.
Learn more →Mobile Claims Processing
Field adjusters and mobile claims teams can trigger secure payments from anywhere — no office infrastructure needed.
Learn more →Security and compliance for insurance providers
Meeting the highest security standards for insurance payment processing and data protection
PCI DSS Level 1 Service Provider
Paytia holds PCI DSS Level 1 certification — the highest level. We're audited annually by a QSA, which means your insurance operation doesn't need to be.
- Secure card data environment
- Regular vulnerability scanning
- Strong access control measures
- Network security monitoring
GDPR and Data Protection
Full UK and EU data protection compliance. Policyholder payment data is classified, handled, and stored according to GDPR requirements — your systems never hold it.
- Automated data classification
- Right to be forgotten implementation
- Data breach notification systems
- Privacy by design architecture
Cyber Essentials Plus
UK government-backed cyber security certification. We're assessed and certified annually — it's one more layer of assurance for your policyholders.
- Advanced threat protection
- Regular security assessments
- Incident response procedures
- Continuous monitoring systems
Compliance and certifications
PCI DSS Level 1
The highest level of PCI certification. Paytia is audited annually by a Qualified Security Assessor.
FCA
Meets Financial Conduct Authority requirements for consumer protection and payment security in insurance.
GDPR
Full compliance with UK and EU data protection regulations. Policyholder payment data handled with strict privacy controls.
Cyber Essentials Plus
UK government-backed cyber security certification. Assessed and certified annually.
One secure spine for every premium a policyholder pays
Every time a policyholder reads a card number to an adviser or types it into your policy-admin system, that data enters your business. For regulated firms managing customer outcomes, that is risk you don't need.
New-business premiums
Take first premiums and deposits by phone, link or hosted checkout - no card digits reach the adviser or your policy record.
Renewals & instalments
Collect renewals and monthly instalments across web, chat, IVR or an AI assistant. Tokenise once and reuse it for the schedule.
MTAs & ad-hoc payments
Handle mid-term adjustments, additional premiums and one-off amounts through whichever channel suits the policyholder.
Is this you?
Answer yes to any one of these and card data is entering your organisation today.
Frequently asked questions
Does Paytia keep our call recordings FCA-compliant?+
Yes. With pause/resume, agents have to manually pause the recording before card data is read aloud and resume after — every gap is a potential FCA finding. Paytia removes the need for that entirely. The DTMF tones are masked before they reach the recording, so calls record continuously from start to finish, exactly as the FCA expects, with no card data anywhere in the audio. See DTMF masking for the technical detail.
Can policyholders pay claims excesses without reading their card aloud?+
Yes — and during a claims call, that matters. The policyholder keys their card details into their own phone keypad while the claims handler stays on the line. The handler sees confirmation that the excess has been paid, but never hears or sees the card number. It keeps a stressful conversation moving without forcing the customer to read sensitive details aloud. Read more on telephone payments.
Can we collect monthly premiums without storing card data ourselves?+
Yes. After the first phone payment, Paytia returns a token to your policy admin system. The token charges the same card on whatever schedule you set, but the actual card number stays inside our PCI DSS environment — your systems only ever see the token. Useful for monthly motor, home, and travel premiums. See recurring payments for the setup detail.
Does Paytia integrate with policy admin and claims systems?+
Yes. Paytia runs in a browser tab alongside whatever policy admin or claims system your agents already use — Open GI, SSP, Acturis, Guidewire, or a bespoke platform. Policy numbers, claim references, and cover types are captured at payment time and pushed back into your system, so the agent isn't re-keying anything. Contact us if you want to talk through your specific stack.
Will this break IDD or Consumer Duty disclosure call flows?+
No. The agent stays on the call throughout, so any IDD demands-and-needs statements or Consumer Duty disclosures happen exactly as they do today — only the card capture is silent. Calls record continuously, which actually makes auditing the disclosures easier because there are no pause/resume gaps to query. The audit trail is helpful evidence for any FCA-regulated firm. See our compliance page for the broader detail.
How does Paytia protect policyholders during premium payments?+
When a policyholder keys in their card number during a call, Paytia replaces the DTMF tones with flat audio in real time. The agent hears nothing identifiable and card data never enters your insurance environment.
Can agents still stay on the call during payment?+
Yes. Agents remain on the call throughout the entire payment process. They guide the policyholder through each step and see progress on screen, but cannot hear or see any card details.
Does Paytia work with our existing policy management system?+
Paytia works alongside most policy management and CRM platforms. Agents access the payment portal from any web browser without leaving their existing workflow.
How does this help with FCA compliance?+
Paytia removes card data from your environment entirely, satisfying FCA consumer protection requirements alongside PCI DSS. Call recordings are automatically compliant with no pause/resume needed.
What happens during peak renewal periods?+
Paytia's 99.99% uptime SLA ensures the platform is available even during the busiest renewal and claims periods. Cloud-based infrastructure handles volume spikes without degradation.
How does Paytia handle claims excess payments sensitively?+
Policyholders key in their card details using their phone keypad rather than reading them aloud. This maintains dignity during what is often a stressful claims experience, while keeping the payment fully secure.
What data types can be captured securely?+
Beyond payment card details, Paytia can securely capture bank account information for direct debits, sort codes, and other sensitive data needed for claims settlements and premium processing.
Ready to secure your insurance payments?
Join insurers like Insure & Go and All Clear Travel Insurance who use Paytia to protect policyholders, satisfy FCA requirements, and reduce PCI compliance costs.