Paymentshield have partnered with experts in ‘Answer Bot’ technology, Helpshift, to bring dynamic FAQ and chat technology to our policyholder website.

From today, policyholders will be able to use our new dynamic FAQ service to easily find answers to common questions and can also connect with us via a chat tool from

These options have been introduced to provide our customers with additional channels of support, so they don’t always have to give us a call if they're not sure about something.

Visitors to can access the dynamic FAQs by clicking the ‘FAQs’ link from the navigation menu. They can then type in a topic or question to see a list of relevant information to help them.

Visitors will also see a blue chat icon towards the bottom right of their screen and clicking on the icon will take the customer through to the chat itself. Once connected you can ask questions and the chat will be able to provide automated answers to some of the most common questions we receive from policyholders.

For more complex issues the chat will also be able to direct policyholders to additional information and even escalate the query to one of our trained customer service advisers if needed.

This is the start of our journey to improve our customer service capabilities with plans to take our learnings from this initiative and continue to evolve the customer experience we offer your clients.

Jon, our Customer Director, explains “As part of meeting the ever-evolving needs of our customers it’s important we make things as easy as possible for customers to do what they want to, when they want to and how they want to do it. We’re aiming to give our customers the best and as far as this sort of technology is concerned, Helpshift, fit the brief. They partner with well-known brands both in Europe and the US, delivering digital customer service capability that is designed around customer ease and secure conversations. Their technological expertise combined with our insurance know-how will enable our customers to easily find the answers to common questions about Paymentshield or their policy via our website 24/7. This is therefore a really exciting development for both Paymentshield and our customers.”

Visit the policyholder website now to see our new dynamic FAQs and chat technology in action.


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