Datatel, a Leader in IVR Payments and Secure Payment Automation, Announces New Insurance CryptoIVR™ Case Study

Datatel Communications Inc and Datatel Inc (in Canada), a Leader in IVR Payments and secure payment automation, announced a new insurance use case demonstrating how its CryptoIVR™ platform helped an insurance provider unify phone payments across multiple lines of business while significantly reducing operational risk. This case study is presented by Datatel’s Co-CEO, Barnard Crespi.

The insurance provider manages a diverse portfolio that includes auto, home, commercial, and specialty insurance products. Each line of business operated under its own Authorize.Net merchant account, yet all inbound payment calls were routed through a single phone number. This structure introduced operational complexity, reliance on manual processes, and increased PCI exposure within the call center.

By integrating CryptoIVR™ directly with multiple Authorize.Net merchant accounts, Datatel enabled the insurer to fully automate caller authentication, policy identification, and payment routing. Payments are now processed without agent involvement. This eliminates the need for staff to manually select merchant accounts and enforces system-level controls that significantly reduce human error and compliance risk.

“Insurance companies should not rely on people to make payment routing decisions,” said Barnard Crespi, Co-CEO of Datatel. “This case study shows how system-enforced controls improve accuracy, speed, and compliance at the same time.”

As a result of the implementation, the insurer reduced average handling time by more than 50 percent, eliminated payment routing errors, and materially lowered PCI compliance scope for its call center operations. Customers now benefit from a consistent and predictable payment experience, while internal staff are freed to focus on higher-value customer service and operational tasks.

This case study highlights how insurance organizations can modernize phone-based payments, reduce operational risk, and strengthen compliance by shifting payment handling from people to secure, automated systems.

Watch the Case Study Presentation https://www.youtube.com/watch?v=7M_LuQSF720