# 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](https://poly.ai/customers/simplyhealth), September 2023. Captured by usedby on 2026-10-08.

- Company: [Simplyhealth](https://www.usedby.ai/companies/simplyhealth.md)
- Tool: [PolyAI](https://www.usedby.ai/tools/polyai.md)
- Teams: Customer Service, Contact center

## What the story says

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.

> 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.

- **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.”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 5,500 calls is printed word for word on the page, near the name of Simplyhealth.
- Checked: the passage quoted above is copied word for word from the page, near the name of Simplyhealth.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Simplyhealth uses PolyAI. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/simplyhealth-polyai · How we check: https://www.usedby.ai/methodology