Kingstone Insurance Company Goes Live with Insurity’s Sure AI Assistant

The implementation is part of the Upstate New York-based carrier’s ongoing modernization initiatives aimed at delivering an enhance customer experience to the claims process.

(Image credit: Jonas Leupe/Unsplash.)

Insurity (Hartford), a provider of cloud-based software for insurance carriers, brokers, and MGAs, today announced Kingstone Insurance Company (Kingston, N.Y.), a subsidiary of Kingstone Companies, Inc. (Hewlett, N.Y.), has gone live with its artificial intelligence (AI) powered Sure AI Assistant. Based in New York, Kingstone Insurance Company, a carrier specializing in providing personal lines insurance in the Northeast, will leverage Sure AI Assistant to offer a modernized choice for its policyholders to report claims and improve efficiency during the claims process.

Nigel Sheperd, SVP, Chief Claims Officer, Kingstone Insurance.

With Sure AI Assistant, Insurity says that Kingstone’s policyholders will be able to file a claim within minutes, no matter how many inbound calls are currently in process. Sure AI Assistant will prove valuable in the case of a natural disaster when customers need to file their claims quickly and call volumes are the highest, according to the vendor.

Insurity describes Sure AI Assistant as purpose-built for the property/casualty insurance industry and transforming the claims filing process to make it quick, simple, and effortless. The vendor explains that callers are identified and greeted based on the phone number registered with their policy, making calls personal and efficient. Because Sure AI Assistant’s natural language model was optimized for the insurance domain using data from tens of thousands of real claims calls, it is able to guide policyholders through the claims process with ease, Insurity says.

Automating the routine first notice of loss (FNOL) calls, the Sure AI Assistant allows Kingstone’s policyholders to report a claim by walking through an effortless process. In addition, Sure AI Assistant includes the ability to transfer to a live claims expert at any time for callers who want to speak to a claims specialist.

Sylvester Mathis, Chief Insurance Officer, Insurity.

“Kingstone continues to focus on enhancing our customer experience and adding new solutions that streamline our internal process,” comments Nigel Sheperd, SVP, Chief Claims Officer, Kingstone Insurance. “We are excited to expand our partnership with Insurity by implementing Sure AI Assistant. Sure AI Assistant aligns with our strategy to modernize our claims operations while providing another choice for our policyholders during the claim reporting experience.”

Efficiency and Policyholder Satisfaction

“We are thrilled that Kingstone has implemented Sure AI Assistant to handle their inbound phone calls,” comments Sylvester Mathis, Chief Insurance Officer at Insurity. “Whether they receive 1,000 calls or 100,000 calls following a natural disaster, Sure AI Assistant allows Kingstone to scale up to meet increased demand. Using Sure AI Assistant, Kingstone will create efficiencies for insurance agents and adjusters, leading to increased policyholder satisfaction and policy retention.”

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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