Case study/blog 5: How B-insur uses Fonzer, Brokercloud and AI to turn every phone call into a strong insurance file

As a digital insurance broker, B-insur does not want to lose time on manual notes or fragmented information. From their office in Halle, they therefore chose from day one for a fully digital model in which telephony, file management and AI work seamlessly together.

With the combination of Fonzer, AI transcription and Brokercloud, every phone call is now automatically turned into a complete, usable and secure file. This not only delivers time savings of up to dozens of percent in file management, it also strengthens the office's professionalism and commercial effectiveness.

About B-insur and Gunter Clauwaert

B-insur is a dynamic and ambitious insurance broker focused on SMEs, liberal professions and self-employed professionals, operating from its office in Halle (Alsembergsesteenweg 247, 1501 Halle). The compact team of 10 employees guides businesses through their full insurance package and clearly opts for service, speed and a personal approach.

As account manager, Gunter Clauwaert is responsible for the commercial side: attracting new customers, building relationships and ensuring that opportunities grow into sustainable collaborations. Telephone contact plays a central role in this, because over the phone you can switch faster and pick up nuance and context better than via email or forms.

A flying start: no traditional telephony, no paper files

B-insur did not have to "switch" from an old system, but deliberately chose never to work with traditional telephony or paper files. At its founding, it immediately opted for a modern, digital operation with AI tools so the office could grow in a scalable and future-oriented way.

The lessons came from previous experiences of colleagues in other offices, where conversations were still captured through manual notes, separate emails or quick summaries afterward. That led to lost time, interpretation errors, incomplete history and discussions about "what exactly was said", risks you would rather avoid in a sector where details and timing are crucial.

"We hebben bij B-insur van in het begin beslist: we bouwen het meteen modern en schaalbaar op."

"At B-insur, we decided from the very beginning: we are building it modern and scalable right away."

Why Fonzer + AI + Brokercloud

B-insur was looking for a solution that combines speed, ease of use and reliability, with as little duplicate work as possible and one central source of truth in the file. At the same time, the setup had to be professional and future-proof for customers, partners and regulators, with a clear vision on digitalization and AI.

The deciding factor in choosing the combination of Fonzer and Brokercloud was the close integration and shared vision. Instead of loose puzzle pieces, B-insur got one strong workflow in which telephony, AI transcription and file management flow seamlessly into one another.

"Fonzer en Brokercloud sluiten echt op elkaar aan, waardoor je geen losse puzzelstukken krijgt maar één sterke workflow. Dat maakt het verschil tussen gewoon digitaliseren en echt slimmer werken."

"Fonzer and Brokercloud really fit together, so you do not get loose puzzle pieces but one strong workflow. That makes the difference between simply digitalizing and truly working smarter."

Implementation: quickly on track, accessible for the team

The implementation of Fonzer and the activation of the AI function went smoothly and professionally, partly because B-insur wanted to work digitally from the start. The setup of telephony, integration with Brokercloud and activation of recording, transcription and summarization were seen as a logical part of the workflow.

Employees quickly got the hang of the new way of working thanks to intuitive tools that fit how people already work digitally today. As a result, the learning curve was limited and the team could focus almost immediately on the content rather than the system.

A typical call at B-insur today

Today, a standard customer interaction looks like this: a customer calls, the conversation is recorded via Fonzer and automatically transcribed and summarized. That output is linked directly to the correct customer file in Brokercloud, so the history is immediately available and usable for everyone on the team.

No one has to type afterward, reconstruct events or search for what exactly was said, because the essence of the conversation is structured in the file. This not only saves time, but also creates a more consistent picture for the customer and the insurer, file after file.

"Zodra je ziet dat een gesprek automatisch wordt omgezet in bruikbare informatie voor het dossier, begrijp je meteen hoeveel tijd en kwaliteit je wint."

"As soon as you see that a conversation is automatically turned into usable information for the file, you immediately understand how much time and quality you gain."

AI transcription: less administration, more substance

Thanks to AI transcription and summarization, tasks such as writing out conversations afterward, reconstructing agreements and manually cleaning up files have been greatly reduced or have even disappeared completely. These are exactly the tasks that take a lot of time but add little value for the customer or the business.

Files are noticeably more complete and consistent today, because information no longer depends on how extensively someone makes manual notes. Internally, this creates more clarity and externally it enables more professional, better-substantiated follow-up toward customers, claims handlers and insurers.

Security is a basic condition here: recordings and transcriptions are stored securely and for a limited time, which is important in light of privacy and compliance. That "what happens in Fonzer, stays in Fonzer" principle gives both the team and customers confidence in the digital way of working.

Time savings, cost savings and scalability

Based on experiences in other offices, B-insur estimates that employees used to spend several minutes per conversation on notes and administration. Today, they easily save multiple minutes per conversation, which makes a substantial difference over a day or week.

The often-mentioned 40% time saving on file management per customer from the Fonzer-Brokercloud case is considered realistic by B-insur, especially in periods with a lot of telephone contact and follow-up. That efficiency generates money: you process more files with the same team, lose less time to overhead and create room for commercial work, follow-up and relationship management.

"Die efficiëntie vertaalt zich rechtstreeks naar rendement. Je kunt meer dossiers verwerken met hetzelfde team en meer tijd maken voor commerciële taken en relatiebeheer."

"That efficiency translates directly into returns. You can process more files with the same team and free up more time for commercial tasks and relationship management."

Impact on customer experience and commercial effectiveness

Customers mainly notice that B-insur responds quickly and in a well-informed way, because the history is immediately available during every contact moment. This keeps communication consistent and shortens response time, which increases trust and creates a professional impression.

In more complex files or discussions about the content of a conversation, an accurate transcription is "worth gold", because you can go back to what was actually discussed instead of relying on memory or loose notes. In addition, the better history helps identify opportunities, follow up on leads more purposefully and make use of cross-sell and upsell opportunities, which also makes the office commercially stronger.

Summed up in one sentence: Fonzer + Brokercloud + AI ensure that B-insur can work faster, smarter and more professionally from every customer interaction onward, exactly what a modern digital brokerage office should project today.

Future vision: AI as a growth accelerator in insurance

B-insur sees additional AI applications in automatic reminders, smarter reporting, prioritization of tasks and, in the longer term, possibly support for initial customer questions through voicebots for example. Once the foundation of telephony, transcription and file integration is in place, you can build on it step by step.

Gunter expects that telephony and AI will fundamentally change the insurance sector over the next three to five years: offices that invest smartly in automation will work faster, follow up more consistently and have more time for advice. As a result, the bar for professionalism and speed will rise, making it increasingly difficult for digital laggards.

His advice to fellow insurance brokers who are hesitating to take the step is clear: just do it. Once you experience how much time, quality and peace of mind this delivers, you will not want to go back to a traditional way of working.

Get in touch and experience the 'peace of mind and quality' during your workday as well!