Customer onboarding and collections for banks, lenders and insurers
For banks, lenders and insurers, Moozy works as a customer onboarding platform: run the identity check, take the application, collect the first payment and record consent in one journey, on WhatsApp, SMS, USSD or the web.
A customer applies for cover
On WhatsApp, as a guided conversation.
Identity is verified
An ID photo, checked inside the same chat.
An underwriter reviews a flag
The score and its reasons arrive with the application.
The first premium is paid
Mobile money, approved on the customer’s phone.
Monthly collection follows
A recurring debit the customer can pause or cancel.
Illustrative workflow.
Onboarding stalls where the customer has to come to you
A branch visit to show an ID. A paper form rekeyed by staff. A premium that lapses because the reminder never arrived.
Too many handoffs
The message, the form, the identity check and the payment usually sit in separate tools. Each handoff loses customers and splits the record.
Customers on basic phones
An app-only journey leaves out customers without a smartphone or a data bundle. Many of them are the customers inclusive finance is meant to reach.
Evidence after the fact
When a regulator or an auditor asks who agreed to what, the answer should not depend on screenshots.
The journeys Moozy runs for financial services
Each journey combines capabilities that normally need separate products. On Moozy they share one customer, one set of rules and one record.
| Journey | What Moozy connects |
|---|---|
| Digital onboarding with eKYC | An account or policy application as a conversational form, document capture and identity verification inside the same conversation, and the new record created in your core system through an integration. |
| Premium and repayment collection | Mobile-money collection approved on the handset, card payments through a hosted checkout, and a recurring debit the customer authorises and can pause, resume or cancel. Reminders go out by SMS or WhatsApp before the due date. |
| Failed collections and arrears | Spaced retries, a past-due state rather than an immediate lapse, a message offering another way to pay, and escalation to a person when the retries run out. |
| Claims intake | A guided claim form that collects the incident details, documents and photos. Claims can be scored for triage so urgent or unusual cases reach an assessor first. |
| Policy and account servicing | An AI chatbot answers routine questions from your approved information, checks a payment or changes a debit date through your systems, and hands over when the customer asks for a person. |
Checks and scores inform a person. They do not decide.
An identity check that is uncertain is held for a team member. So is an application, a claim or a loan request that scoring has flagged.
Scoring runs against rules you set or against the assessment criteria you already use. Every score comes with a band, the reasons behind it and any flags. It ranks the queue for application screening, claims triage or loan affordability. It never approves, rejects, prices or underwrites, and anything flagged is held for a person.
Identity check
- ID document captured in chat Done
- Document readable and in date Passed
- Details match the application Passed
- Face match below threshold For review
Held for a team member before the policy is issued.
Illustrative check. Face match and liveness are available where configured.
Channels your whole customer base can use
A premium reminder is only useful if it arrives. Choose the channel by what the customer has, not by what is easiest to build.
- WhatsApp and web for customers with internet access
- SMS and USSD for basic phones, without a data bundle
- English and Setswana, with other languages by arrangement
- One journey that can continue on another channel
Document photos and face checks need a camera and a connection, so identity steps run on WhatsApp or the web. A matched phone number alone is not proof of identity.
Systems it connects to
Core banking
Open an application, record a repayment, read a balance or a due date.
Policy administration
Create a policy, record a premium, open a claim.
CRM
Contacts, conversation outcomes and form submissions, mapped to your fields.
Payment and identity providers
Payments run on your own merchant account and provider relationship, arranged during setup. Identity checks run through an integrated verification provider.
Governance a regulated institution can work with
Compliance is part of the journey, recorded while it runs. It gives your compliance team the record and the controls they ask for.
Audit trail
Conversations, consents, identity check results, payments, mandate changes and the inputs behind a score are logged with time, channel and actor, and can be exported for review.
Consent
Opt-in and opt-out are recorded per customer and per channel. A debit mandate records the amount, the frequency and the day the customer agreed to.
Role-based access
Roles decide who can see identity documents and financial details, and who can act on them.
Human review
Failed or uncertain identity checks, flagged scores and sensitive questions go to a person.
Data protection
Encryption in transit, encryption at rest as a deployment option, and every system in a country with an adequacy decision under Botswana’s Data Protection Act, 2024 (compliance note). Card details go to a hosted checkout and never reach Moozy.
Questions financial services buyers ask
Does Moozy verify identity itself?
No. Moozy captures the document and runs the identity workflow as a step in onboarding, and the check itself runs through an integrated identity-verification provider. The result is recorded against the customer, and a failed or uncertain check goes to a person.
Can a customer stop a recurring debit?
Yes. The customer authorises the mandate themselves, with an amount, a frequency and a debit day, and can pause, resume or cancel it. Every change is recorded.
Which payment methods are supported?
Mobile money approved on the customer’s own phone, card payments through a hosted checkout into your own merchant account, and recurring mobile-money debits. Payouts go to a mobile wallet or as airtime. Moozy does not offer bank EFT or direct debit to a bank account.
Can the platform approve a loan or a claim?
No. Scoring is advisory. It ranks and flags applications and claims with reasons, and a person makes the decision. A score never triggers a payout.
Can onboarding work on a basic phone?
Registration, applications and payment steps can run on USSD and SMS without a data bundle. Steps that need a photo, such as document capture, run on WhatsApp or the web, and the journey can continue across channels where customer matching is configured.
Related capabilities and industries
Every journey here runs on the same customer engagement platform. Compare the other industries Moozy serves.
Bring one onboarding or collection journey
Show us the product, the checks it needs and the systems behind it. We will walk through how it would run on Moozy.