Mony Group scales AI-powered support with secure document exchange

The challenge

Mony Group is a UK-based financial services provider with around 550 employees supporting millions of customers nationwide. After committing fully to an AI-powered support strategy built on Intercom and its AI assistant, Fin, the company transformed how it handles support. Today, 98% of customer conversations begin with Fin and 65% are resolved without a human agent, allowing Mony Group to support more than 25,000 monthly conversations with fewer than 12 agents.

But as a provider of regulated products like insurance and financial services, Mony Group operates under the close scrutiny of the Financial Conduct Authority (FCA). Every six months it undergoes rigorous FCA audits requiring detailed evidence of how it handles complaints, and it must also work with entities like the Energy Ombudsman (Ofgem) and comply with GDPR. Streamlining support with Intercom surfaced another challenge: secure document exchange.

When handling sensitive customer data for identity verification, including photo IDs and proof of address, and responding to Data Subject Access Requests (DSARs), the team needed to ensure secure collection and delivery of documents, replace outdated and insecure processes like SFTP, meet mobile-first customer expectations, and maintain full compliance with GDPR, FCA, and Ofgem mandates.

The role of SendSafely

As Mony Group committed to Intercom, they knew they needed a secure file transfer solution that integrated natively with their new support channels. SendSafely quickly became the backbone of secure communications within their customer operations team, used across all Intercom channels, email, chat, and tickets, to securely collect and deliver sensitive documents for a range of critical processes.

For identity verification, customers upload photo IDs and address proofs to confirm identity before accessing services. The complaints and escalations team relies on SendSafely for secure outbound delivery of DSARs, deletion confirmations, and data access requests. And with SendSafely Workspaces, Mony Group securely shares sensitive information with third-party partners like TransUnion, replacing slower, more cumbersome, and less secure SFTP workflows.

A mobile-first, compliant experience

One of SendSafely's key advantages for Mony Group is its usability, particularly on mobile. With 60% of customers reaching out via smartphones, a secure upload process that works smoothly across devices is essential. Customers upload required documents through Dropzones embedded directly in the Intercom flow, giving the support team everything they need to assist, verify, or resolve a request, without back-and-forth emails or unsecured uploads.

The result is full support across all Intercom channels, a seamless mobile experience, compliance readiness for FCA and GDPR audits, and secure file handling for both inbound and outbound requests, intuitive for support agents and external partners alike. In combining cutting-edge AI with secure document workflows, Mony Group proves that highly regulated organizations can achieve both efficiency and security at scale.