All Clear Travel Insurance uses Paytia to take card payments by phone without exposing card data to agents. A travel insurance call centre case study.
“The flex licensing transformed our cost structure. We can scale our Digi-desk agents up or down instantly without worrying about fixed payment processing costs.”
All Clear Travel Insurance runs its call centre on Digi-desk by Citrus. Agents were capturing real card details during calls for travel insurance purchases and claim payments. With PCI DSS requirements to meet and the risk of a data breach, the company wanted to take card data off agent workstations and out of its business systems, without disrupting service during stressful travel situations and emergency claims.
Paytia works alongside All Clear's Digi-desk platform. When the customer is ready to pay, they key their card number on their own phone. With DTMF masking, the agent never sees or hears the digits, and the card data never reaches the agent's workstation or All Clear's systems. The agent stays on the call throughout, so they can keep helping the customer through what is often an urgent situation. Paytia is processor-agnostic, so it slots in without forcing changes to how All Clear takes payments elsewhere.
Card data was taken off agent workstations and out of All Clear's business systems. Agents stay in the conversation throughout the payment instead of handing the call off, which matters when someone is dealing with a claim or a travel emergency. Customers pay on the call without ever reading their card number aloud.
For the wider pattern across insurance contact centres, see how AllClear uses Paytia for premium and claim payments alongside other contact-centre teams in our deeper guide.
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