Petra Cvetanovic

6 min readMar 28 2025

How AI Insurance cut support tickets in 3 months with better documentation

AI Insurance opened in 2018 to tackle a stubborn issue in the insurance industry. Small companies were stuck with unwieldy spreadsheets and filing cabinets. Larger ones clung to costly systems from the ’70s and ’80s. AI Insurance set out to digitize policy, insured and claims management to bring everyone into a modern era.

Their mission evolved into a movement for industry-wide automation and AI adoption. Seven years later, they lead with a platform that slashes process inefficiencies and elevates user experience.

Overcoming support overload with structured documentation

As AI Insurance grew, support tickets became repetitive. Developers and customers needed clear guidance, and engineers were regularly pulled into answering the same questions.

Anna Seale, Head of Operations and Strategy at AI Insurance, described the key challenges the team faced:

• Developers pulled into support: Engineers spent hours answering the same questions instead of improving AI models or scaling the platform.
• No capacity for documentation: The team knew documentation was critical but had no bandwidth to create or maintain it
• Support volume grew: Users raised the same issues without a structured knowledge base. Response times slowed, and operational strain increased.

They needed documentation that was accurate, easy to use, and built for both developers and everyday users.

Collaborating with Hackmamba to build user-friendly documentation

AI Insurance found Hackmamba through a recommendation on Mintlify’s Slack community. From the start, Hackmamba focused on understanding the platform, the workflows behind it, and the needs of its developer audience.

They delivered accurate documentation and a structure that made information easy to find. This made it easier for users to solve issues independently and gave engineers room to focus on product development. The support team, too, began to feel the shift.

An Instant Drop in Support Tickets

Within the first three months, AI Insurance recorded an immediate 10 percent drop in support tickets. The team could finally shift their time toward higher-value work.

This change led to:

• Over 20 hours saved each month across the support team
• Fewer interruptions for engineers working on the core product
• More confident, independent onboarding for both customers and developers
• A lighter, more efficient support workflow overall

Standing out with a commitment to excellence

AI Insurance has reimagined the role of AI in the insurance sector, helping businesses operate with greater efficiency and insight. By investing in strong documentation, they demonstrated a dedication to innovation and positive user experiences.

Within three months of partnering with Hackmamba, they finalized their documentation, drastically reducing the recurring issues that once stalled their growth.

Looking ahead to smarter knowledge management

AI Insurance treats documentation as a living part of the product. They expect ongoing decreases in support tickets as more users adopt self-service solutions.

Updated FAQs, guides, and product enhancements will continue expanding the knowledge base, creating a seamless path for developers to integrate new features without constant support.

Anna Seale appreciates how Hackmamba’s work directly reduced support burdens. She says, “Hackmamba delivered what we needed: clear, well-structured documentation. Their expertise in developer content is unmatched.”

Final thoughts AI Insurance’s results show that a well-crafted knowledge base frees engineers to focus on breakthroughs, driving real customer value. If you’re dealing with similar documentation roadblocks, follow AI Insurance’s lead and collaborate with a partner who can create user-friendly content that stands the test of time.

Schedule a discovery call with us to build developer content that scales with your team.