What it knows and when it speaks
Household context
Family composition, vehicles, property, travel patterns, driving scores, assistance history, and every policy in the vault with its cover, premium and renewal date.
Trigger events
A renewal thirty days out. A gap identified after a new document is read. A driving score change. A life event. A completed assistance case. A quote from a competitor entered by the household.
Silence rules
The concierge does not initiate commercial contact during an active emergency, during an open assistance case, or in the hours following one. Emergency flows are commercial-free by design, and follow-up is permitted only after case closure and a service rating.
Reason codes
Every recommendation shows why it was made, in terms the household can check: the clause, the gap, the date, the price difference. No opaque suggestions.
Where information ends and advice begins
A concierge that tells a household to switch insurer is operating close to a regulated activity in most markets. Amanati draws the line explicitly rather than leaving a partner’s compliance function to infer it.
The concierge presents findings, options and comparisons with sources. It does not issue a personal recommendation that a specific product is suitable for a specific person unless the deployment is configured with the partner’s own regulated permissions and oversight.
Position pending legal sign-off. The final wording of this boundary is with counsel and will differ by market.
Trust, data and complianceHuman escalation
Low interpretation confidence, a complaint, a vulnerable-customer signal, or an explicit request for a person all route out of the concierge and into the omnichannel contact centre, with the full context package handed to the agent.
The concierge advises and explains. It never binds cover. The broking engine transacts — and keeping the two separate is what makes the audit trail clean.
Bring your compliance team to the demo.
The concierge is easier to approve when a compliance director can interrogate the reason codes and escalation thresholds directly.