We built this for Petplan
A working AI support agent for Petplan policyholders — handles claim submission and tracking, policy questions, vet recommendations, and renewals. Grounded in Petplan's live help centre, with FCA-aware guardrails on every response.
What Lorikeet can deliver for Petplan
An AI agent that handles the moments that matter — claims, policy questions, vet referrals, renewals, cancellations — across chat, voice, and email.
Empathetic, regulated voice
Customers contact Petplan during stressful moments — sick pets, big vet bills, end-of-life calls. The agent leads with empathy and stays within FCA-compliant language at every turn.
Connected to your stack
This demo uses 7 mock tools for account lookup, policy details, claim status, claim submission, vet recommendations, contact updates, and cancellation. Production points at Petplan's real claims platform, policy admin, and partner vet network.
Guardrails that hold
No clinical advice. No payout commitments before assessment. No quoting future renewal premiums. The guardrails are FCA-aware, configurable, and tested before every deploy.
Plain-English workflows
Petplan's ops team writes the workflow in natural language. "If the customer wants to claim, confirm cover, submit, read back the reference, explain we aim to settle in 5 working days." No engineering ticket.
Voice, chat, email — same brain
Same workflow, same knowledge, same guardrails across every channel. A customer can start a claim on chat, follow up on the phone, and the agent picks up where it left off.
Deploy in days
This entire demo — 6 workflows, 27 KB articles, 7 mock tools, 2 guardrails — was built in under an hour. Production launches at Petplan's scale take days, not quarters.
This demo? Built from scratch for Petplan.
Real logic for real scenarios. Claim submission, claim status, policy questions, vet referrals, cancellation. Connect Lorikeet to Petplan's real systems and it works exactly the same way, at your real volume.
Indexed your help centre
27 articles from petplan.co.uk/help/faqs — claims, policy, premiums, cancellation, all searchable.
Wrote your workflows
Six workflows: a router plus claim status, submit a claim, policy questions, vet recommendations, and cancellation.
Mocked your tools
Account, policy, claims, claim submit, vet search, contact update, cancellation — wired to a real-feeling customer for the demo.
Pressure-tested
Ran simulated customer conversations across happy paths, bereavement, retention, and FCA guardrail edges before going live.
Read the simulations report
We pressure-tested the demo against 350 simulated tickets across 7 test categories — happy paths, retention edges, FCA-regulated language, and crisis handling. Read the full breakdown and the iteration roadmap.
See the Simulations ReportReady to add the world's best CX AI?
Connected to Petplan's actual policy and claims systems. Handling your real support volume. This sandbox is just the start.
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