
Consulting and guidanceVisit Alitec ↗
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A plan for
policy access.
When a fleet needs answers, policy information must be easy to find and exceptions must reach the right person. We advised Alitec’s team on how to plan customer self-service around its insurance expertise. Alitec retained responsibility for the build.
The challenge
Fleet insurance gets urgent quickly. When a collision happens, customers need policy details, coverage context, and next steps immediately. Alitec wanted to understand how a self-service application could make its expertise easier to reach while keeping people responsible for sensitive questions.
What we worked through
- Advised Alitec's team on planning a customer-facing insurance application.
- Worked through how fleet customers could check policy information and when a question should go to a person.
- Showed the team how to structure a knowledge base around routine questions and exceptions.
What came out of it
- A defined approach to customer self-service for fleet-policy information.
- A map of routine questions, exceptions, and human handoffs for Alitec to use in its own work.
- A clearer starting point for the team to develop its application.

