How Staysure Cleared the Way to Scale Global Insurance Support
Clearing the Path to Scaling a Global Service Team
Staysure Group, a UK specialist travel insurance provider for customers aged 50 and over, partnered with Sanas to make its Sri Lankan agents easier for UK customers to understand — improving engagement in sensitive medical conversations and clearing the way to scale its global service model.
The Challenge
Staysure's contact center teams handle renewals, medical disclosures, and underwriting questions, often with customers navigating complex pre-existing conditions.
As service operations expanded across the UK, South Africa, and Sri Lanka, some UK customers struggled to understand Sri Lankan agents. In sensitive conversations, the impact went beyond frustration.
"We've had customers particularly wanting to get off the phone as quickly as possible rather than engaging fully, especially around the medical side of conversations."Service Delivery Manager, Staysure
Underwriter concerns about Sri Lanka voice operations also made communication a barrier to scaling. Staysure needed to show its global teams could deliver the clear, consistent experience customers expected.
The Pilot
Real-time accent translation gave Staysure a way to make Sri Lankan agents easier to understand while preserving the human voice behind the conversation. Sanas worked within Staysure's existing browser-based contact center workflow, and its locally running, pre-trained model addressed the CIO's data concerns — helping the data protection review move forward without replacing infrastructure or compromising governance.
The proof of concept launched in August 2025 with nine Sri Lankan agents working through Staysure's BPO partner, using July as the baseline. Staysure tracked CSAT, NPS, Customer Effort Score, agent performance, positive communication mentions, and frontline feedback.
The Results
3x increase in positive communication mentions (12 → 39) 65–66 → 68 CSAT improvement NPS, Customer Effort Score, and agent performance all improved
The Sri Lanka team began closing the gap with Staysure's more tenured South Africa operation. And one of the most striking changes didn't require a dashboard: before the pilot, agents regularly heard customers say they couldn't understand their accents.
"That was a massive improvement. Within the first week, those comments just stopped."Staysure Operations Lead
The change was especially meaningful during medical conversations, where customers engaged more fully around important questions about health and coverage.
Conclusion
The successful POC helped address underwriter reservations about Sri Lanka voice operations, clearing the way for Staysure to scale the team under a longer-term licensing plan.
Staysure is now exploring Sanas across more of its global operation — including a Cape Town pilot, language translation for Southern European markets, and speech enhancement for harder-to-hear conversations.
"Language translation would be a game changer for us. And speech enhancement, the difference is night and day."Service Delivery Manager, Staysure