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Getting seniors enrolled into the right Medicare plan is typically an inefficient process that many older patients find confusing and frustrating, spending hours on the phone with human call center agents.
In the past four years, Fair Square Medicare has grown its services to tens of thousands of customers and operates in all 50 states, Petkevich said. The company has a net promoter score (NPS) of 95, while the average NPS for insurance brokers in the U.S. was 34 in 2021. Fair Square Medicare also says it retains more than 90% of its customers.
"But, the ultimate goal was not to build a brokerage. We're trying to figure out, how can we use technology to scale that incredible customer experience that exists at Fair Square Medicare to everyone, to every senior," Petkevich said in an interview. "It was a challenge at first because a lot of these sales are telephonic. On the phone call, you have a human and so what determines whether that human agent enrolls you in the right plan is kind of a function of the human and their incentives, and less of a function of any software that they're looking at."
He added, "We actually think all this is about to change with the advent of generative AI. We see a world where your insurance agent is AI and that is what we're building."
Petkevich points out that he sees AI voice agents as beneficial for call center agents, not local field agents.
[EXTERNAL LINK] - Fair Square Medicare rolls out AI voice agents to help enroll seniors into insurance plans
In the past four years, Fair Square Medicare has grown its services to tens of thousands of customers and operates in all 50 states, Petkevich said. The company has a net promoter score (NPS) of 95, while the average NPS for insurance brokers in the U.S. was 34 in 2021. Fair Square Medicare also says it retains more than 90% of its customers.
"But, the ultimate goal was not to build a brokerage. We're trying to figure out, how can we use technology to scale that incredible customer experience that exists at Fair Square Medicare to everyone, to every senior," Petkevich said in an interview. "It was a challenge at first because a lot of these sales are telephonic. On the phone call, you have a human and so what determines whether that human agent enrolls you in the right plan is kind of a function of the human and their incentives, and less of a function of any software that they're looking at."
He added, "We actually think all this is about to change with the advent of generative AI. We see a world where your insurance agent is AI and that is what we're building."
Petkevich points out that he sees AI voice agents as beneficial for call center agents, not local field agents.
[EXTERNAL LINK] - Fair Square Medicare rolls out AI voice agents to help enroll seniors into insurance plans
