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How Simplyhealth uses PolyAI

5,500 calls

“The PolyAI voice assistant is now handling an average of 5,500 calls each week on Simplyhealth’s consumer line.”

As published on poly.ai, September 2023. Captured by usedby on Oct 8, 2026.

What happened

Simplyhealth, a UK health insurance provider, uses a PolyAI voice assistant on its consumer phone line to answer frequently asked questions, send SMS links to online resources, and route callers, including vulnerable customers, to the right department or agent.

Summary written by usedby from the source page, in English. The figures are those of PolyAI and Simplyhealth, not ours.

  • 25%“25% of calls are fully resolved by providing answers to frequently asked questions or directing callers to the most appropriate online resources.”
  • 75%“75% of calls managed by Simplyhealth’s contact center are FAQs that can be solved using digital self-service channels.”

The PolyAI voice assistant is now handling an average of 5,500 calls each week on Simplyhealth’s consumer line. 25% of calls are fully resolved by providing answers to frequently asked questions or directing callers to the most appropriate online resources.

From the page. poly.ai, captured Oct 8, 2026

This is next-level conversational AI, and it’s far and away better than anything else I’ve heard in the market.

Dan Eddie, Customer Service Director at Simplyhealth, Simplyhealth. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 5,500 callsCheckedPrinted word for word on the page, near the name of Simplyhealth.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Simplyhealth.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Simplyhealth uses PolyAICheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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