How InsureandGo secured Digi-desk phone payments with Paytia

The challenge

InsureandGo's call centre runs on Digi-desk by Citrus. The problem was that agents were capturing real card details during calls for travel insurance purchases, policy changes and emergency claim payments. With PCI DSS requirements to meet and the ongoing risk of a data breach, the company wanted to take card data off agent workstations and out of its business systems entirely, without slowing down service for customers who often needed help urgently.

The solution

Paytia sits alongside InsureandGo's existing Digi-desk setup. When it's time to pay, the customer keys 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 InsureandGo's systems. The agent stays on the line and the call carries on as normal. The same secure process works the same way whether an agent is at headquarters or working from home, so the customer's experience doesn't change and agents keep their familiar workflow.

The results

Card data was taken off agent workstations and out of InsureandGo's business systems. Because the payment step doesn't depend on where the agent is sitting, hybrid and remote working became practical without changing how customers pay or what agents do day to day. Agents stay in the conversation throughout the payment rather than handing the call off.

Key benefits

• Card data taken off agent workstations and out of business systems
• Agents never see or hear the card number, and stay on the call throughout
• Same secure payment process whether agents are in the office or at home
• Works alongside the existing Digi-desk by Citrus setup