Insurance & Monthly Utilities 

Modernizing policy and bill payments with intelligent, automated self-service

The Challenge

Insurance providers and utility companies across the Caribbean often struggle with high volumes of in-person traffic, delayed payments, and inconsistent customer follow-through on renewals. Manual payment desks require significant staffing, create long wait times, and often lack integration with policy systems—leading to administrative overhead and lost revenue from missed renewals.

The Opportunity

A regional insurance provider sought to digitize its customer payment process, starting with three high-traffic branch locations. Their goals were clear: reduce front-office burden, offer 24/7 self-service options, and ensure policy renewals were captured in real time, across both in-person and online touchpoints.

The ISG Solution

ISG deployed Infini Pay through a dual-channel approach:
• Self-service kiosks were placed in all three branches
• A secure web-based payment portal was launched for remote access

To ensure a seamless customer experience and real-time back-end updates, our team:
• Integrated Infini Pay with the client’s policy management portal, allowing authenticated users to search and retrieve live policy data
• Built a webhook-based confirmation API, which updated payment statuses instantly across both mobile and web channels
• Enabled auto-fill policy search and recurring invoice generation via Infini Pay’s billing engine
• Customized the kiosk UI to align with the brand and support multilingual users

Measured Impact

Within months, the insurer experienced major operational and financial improvements:
• Over 2,300 self-service payments processed monthly, reducing counter strain
• 48% reduction in in-person customer handling time, freeing up staff for advisory roles
• 90% decrease in missed policy renewals, thanks to real-time digital confirmations and easier payment access

Why It Matters

For insurers and utility companies managing monthly billing cycles and high customer volumes, Infini Pay eliminates friction, reduces churn, and accelerates revenue collection. The solution not only modernized this insurer’s branch operations, but also created a flexible foundation for scaling digital payments across the region.