Personal lines insurance is a byword for low levels of customer satisfaction, and none attracts less enthusiasm from buyers than motor insurance. The scope to cut prices through automation and improve customer service by moving away from form-filling and call centre queues, is correspondingly high. Peppercorn Insurance is a start-up that aims to cut motor insurance premiums and lift service levels by using artificially intelligent (AI) machines as digital agents to sell and change insurance policies and even handle claims as well, around the clock. Nigel Lombard, the founder and CEO of Peppercorn, is now on his third InsurTech start-up. Dominic Hobson asked him what distinguishes digital agents from chatbots, whether he plans to sell the software to other insurers, and about his long-term ambitions for the business.

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