Case study/blog 6: How IN&CO Insurance serves non-native customers faster and smarter with Fonzer, Brokercloud and AI

IN&CO Insurance is an international, digital insurance broker headquartered in Groot-Bijgaarden (Dilbeek), specializing in customers who were not born in Belgium. The office focuses strongly on Eastern European non-natives in Belgium, with customers in sectors such as construction, transport and healthcare.

CEO Sergiu Coroi wants to take the client experience to the highest level by smartly combining telephony, AI and human service. That's why IN&CO switched from a traditional phone system to an integrated set-up with Fonzer, Brokercloud and multilingual AI transcription.

"IN&CO is an international, digital insurance broker specialized in insurance for non-natives in Belgium."

Who IN&CO Insurance serves

IN&CO focuses on non-native customers in Belgium, with a strong emphasis on the Eastern European community: Romanians, Poles, Ukrainians, Moldovans and other nationalities. The main sectors are construction, transport and healthcare, where customers often combine complex risks with language challenges.

As CEO, Sergiu focuses on growth, digitalization and international expansion, with client experience as his compass. Telephony plays a central role in this, because a phone call builds both nuance and trust much faster than email or forms.

From a traditional phone system to digital telephony

Before Fonzer, IN&CO worked with its own traditional phone system and fixed handsets. That led to lost time, a lack of transparency and less control over the follow-up of customer conversations. Employees had to ask for names and details every time, note everything down manually and then type it all into the system afterwards.

Sergiu is clear about it: he never wants to go back to that way of working. With Fonzer's digital telephony, IN&CO gains on service quality, follow-up and transparency all at once, from the first customer contact to the final reporting.

"With Fonzer's digital telephony, we gain on every front: service quality, follow-up and transparency. The difference compared to before is night and day."

Why the choice fell on Fonzer + Brokercloud

The deciding factor was the combination of Fonzer with Brokercloud, fully tailored to the reality of insurance brokers. Fonzer integrates deeply into Brokercloud, so you can call with one click from the customer profile and incoming calls immediately show the right customer name. On top of that, the clear vision around AI transcription and the upcoming AI agents convinced Sergiu, giving him confidence that the platform can grow along with his international ambitions.

"We chose Fonzer because they understand the insurance world, and because we knew transcription and later an AI agent were on the way."

One-click calling, instant context in Brokercloud

Today, the team calls from the customer profile in Brokercloud: one click is enough to reach the customer via Fonzer. If a customer calls back, the name immediately appears on screen and the employee jumps into the conversation with context, without wasting time on identification questions.

Previously, employees had to ask for the name and its spelling, type it in, search for the file, and only then start the actual conversation. Now a call can begin with "Good afternoon Mr. X, I already have your file in front of me," which saves time and feels both professional and personal.

Multilingual AI transcription as a gamechanger

Because IN&CO serves so many non-native customers, multilingual AI transcription was crucial. Fonzer supports transcription of calls in Eastern European languages such as Romanian and converts them with one click into Dutch or French for reporting and communication with insurers.

Concretely: a claims conversation in Romanian is automatically recorded, transcribed and then translated into the language of the insurer or colleague. This allows IN&CO to quickly send a formal report without manual translation work, increasing speed, clarity and evidentiary value.

"Even if I conduct the conversation in Romanian, I can create a report in Dutch or French with one click and send it straight to the insurer."

Working without fixed handsets, from anywhere

IN&CO deliberately works without traditional fixed handsets: the team uses laptops, smartphones and softphones, supplemented with mobile apps for sales staff. That fits an organization that operates both in Belgium and abroad and has employees who are often on the road.

New users can be added quickly, which matters in a market where, according to Sergiu, around 12% of employees change each year. Removing or activating licenses is simple, so growth and staff turnover don't slow down availability and service.

What a typical call looks like today

A standard call looks like this: a customer calls, the call comes in through Fonzer and is automatically recorded. After the call, the AI processes the recording into a transcript and summary, which is then linked to the right customer file in Brokercloud.

As a result, no one needs to type up notes afterwards, reconstruct what was said, or search for timestamps. The information is immediately available in a structured way, which makes teamwork easier and the history of each file much more complete.

Time savings: minutes per call, hours per week

Based on his experience, Sergiu estimates that employees used to easily lose five minutes per customer call on administration and notes. That is now pure time saved. With AI transcription, most of that time disappears, because the essence of the conversation is automatically captured and linked.

IN&CO manages around 30,000 customers, so that time saved quickly adds up to many hours per week across the whole team. Instead of hiring extra people for administration, the office can focus on optimization and better handling of its existing growth.

Transparency, customer satisfaction and international growth

Thanks to the transcripts and history, there is more transparency, both towards customers and internally. Employees can easily check exactly what was said, which helps prevent disputes and builds trust, especially in complex files.

For international and Eastern European customers, multilingual transcription makes the difference: they feel heard in their own language, while files sent to insurers and partners are still handled in perfect Dutch or French. In this way, the technology supports IN&CO in further building out its international niche position.

Future outlook: AI agents and more focus on complex files

Looking ahead, Sergiu sees a clear role for AI agents in the insurance world. Basic questions, repetitive information and standard requests will increasingly be handled by AI, freeing up employees to spend more time on complex files and advice.

The combination of telephony, AI transcription and an integrated management package is becoming a necessary building block for modern brokers, no longer just a nice-to-have. For IN&CO, this means the technology runs in the background, while the focus stays on people and customer relationships.

"Fonzer, AI transcription and Brokercloud are simply indispensable for a modern broker."

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