A Practical Use Case Combining Authorize.net and Datatel’s CryptoIVR™

Insurance companies face unique challenges when it comes to phone payments. They manage several lines of business. Each line has its own underwriting rules, accounting processes, and sometimes even separate merchant accounts. Customers call in with payments for auto, home, commercial, or specialty products. Yet most insurers still rely on a single phone number for all inquiries. This is where bottlenecks and risk appear.

When callers reach a general customer service line, staff must determine the type of policy, find the correct payment flow, and select the right merchant account to process the transaction. This not only adds handling time, it increases error rates, raises PCI scope, and it burdens staff with tasks that can be automated.

What follows is a use case where an insurance provider used Datatel’s advanced CryptoIVR™ together with Authorize.net to streamline payments for all lines of business. From one single point of contact, every caller was routed to the correct Authorize.net account automatically. The result was a fast, secure, and accurate experience for policyholders and staff.

The Challenge

Multiple Business Lines. Multiple Merchant Accounts. One Phone Number.

The insurer had four major business lines:

• Personal Auto
• Home and Property
• Commercial
• Specialty Products

Each business line had its own Authorize.net merchant account for accounting separation. But callers phoned a single toll-free number. Customer service agents had to manually:

• Identify the policy type
• Route callers to the correct team
• Enter payments into the right Authorize.net account
• Ensure sensitive data remained secure

This created several problems:

• It slowed down calls.
• It introduced errors.
• It increased PCI scope.
• Staff spent too much time guiding callers instead of solving higher impact tasks.

They needed a system that could accept all inbound calls on one number, authenticate the customer, detect the policy type, and automatically process the payment using the correct Authorize.net account.

The Solution

Datatel CryptoIVR™ + Authorize.net

A Single Phone Number. Fully Automated. No Staff Needed.

CryptoIVR™ was connected directly to multiple Authorize.net accounts using secure API credentials. Instead of sending all transactions to one merchant account, the insurer used CryptoIVR™ to dynamically choose the correct Authorize.net profile based on customer input.

Here is how the unified design worked:

1. Caller dials one single number

The insurer kept their main customer service number. No need to publish new lines or change existing workflows.

2. CryptoIVR™ authenticates the caller

Callers validate using policy number plus either postal code or date of birth. This step ensures accuracy and reduces staff involvement.

3. CryptoIVR™ determines policy type

Once authenticated, the system reads the policy profile and identifies the correct line of business.

4. CryptoIVR™ routes payment to the correct Authorize.net account

The system automatically selects the right Authorize.net payment gateway credentials.

No agent intervention. No errors. No PCI exposure.

5. Payment is completed in seconds

The caller completes the payment through secure keypad entry.

CryptoIVR™ delivers a full Authorize.net receipt, token, and audit trail.

Why This Matters

Faster Operations. Lower Risk. Better Customer Experience.

Faster service

Callers bypass wait times. Payments take under a minute.

Accurate routing

Every transaction is matched to the correct business line with no staff involvement.

Lower PCI scope

Staff no longer handle card numbers. That reduces SAQ requirements and compliance workload.

Scales instantly

New lines of business can be added. New Authorize.net accounts can be connected without changing the phone number or call flow.

Consistent customer experience

Customers no longer feel “shuffled.”

One number. One journey.

Every time.

Business Impact

What the Insurance Provider Achieved

• Reduced average handling time by more than 50 percent
• Eliminated payment-routing errors
• Reduced PCI compliance scope for the call center
• Improved payment posting accuracy
• Decreased customer frustration related to mis-routingmisrouting
• Freed staff to focus on claims, retention, and complex inquiries

CryptoIVR™ became a core part of their payment operations. It acted as the automation layer between their customers and their Authorize.net environment.

All without changing their main phone number.

This insurance use case demonstrates how combining Datatel’s CryptoIVR™ with Authorize.net creates a unified, scalable, and secure phone payment experience across multiple business lines. The insurer moved from manual routing and high compliance exposure to a single automated point of contact that handles authentication, routing, and payment execution.

If your insurance organization manages multiple policy lines or separate merchant accounts, this same model can help you reduce workload, speed up operations, and modernize your payment environment.