5 Insurance Chatbot Use Cases Along the Customer Journey

Chatbots in Insurance Benefits & Use Cases

chatbot in insurance

He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School. Brokers are institutions that sell insurance policies on behalf of one or multiple insurance companies. After the damage assessment and evaluation is complete, the chatbot can inform the policyholder of the reimbursement amount which the insurance company will transfer to the appropriate stakeholders. Chatbots can provide policyholders with 24/7, instant information about what their policy covers, countries or states of coverage, deductibles, and premiums. For eg, a customer can initiate a conversation with the chatbot to report an accident. The chatbot asks for details such as date, location, and a description of the incident.

chatbot in insurance

AI-enabled chatbots can review claims, verify policy details and pass it through a fraud detection algorithm before sending payment instructions to the bank to proceed with the claim settlement. Keeping operational costs low is crucial for any business, and insurance companies are no different. Chatbots help by taking on the tasks that would usually eat up a lot of a human agent’s time, reducing the need for a large staff and therefore cutting costs. They excel in gathering customer data for tasks like generating quotes or processing applications.

Having Data Management Issues in Insurance?

Insurance brands can use Ushur to send information proactively using the channels customers prefer, like their mobile phones, but also receive critical customer data to update core systems. Therefore it is safe to say that the capabilities of insurance chatbots will only expand in the upcoming years. Our prediction is that in 2023, most chatbots will incorporate more developed AI technology, turning them from mediators to advisors. Insurance chatbots will soon be insurance voice assistants using smart speakers and will incorporate advanced technologies like blockchain and IoT(internet of things). Insurance will become even more accessible with smoother customer service and improved options, giving rise to new use cases and insurance products that will truly change how we look at insurance. The long documents on insurance websites and even longer conversations with insurance agents can be endlessly complex.

Simple and insignificant claims can be opened and recognized in the insurer’s system. After assessing the client’s damage, the insurance company reports the amount of compensation to the customer via a chatbot. Insurance companies receive a huge number of requests daily, which are nearly impossible to process timely and accurately, involving human resources only.

Insurance Chatbot Market Research, 2032

AI chatbots can respond to policyholders’ needs and, at the same time, deliver a wealth of significant business benefits. Following such an event, the sudden peak in demand might leave your teams exhausted and unable to handle the workload. This is where an AI insurance chatbot comes into its own, by supporting customer service teams with unlimited availability and responding quickly to customers, cutting waiting times. Using information from back-end systems and contextual data, a chatbot can also reach out proactively to policyholders before they contact the insurance company themselves. For example, after a major natural event, insurers can send customers details on how to file a claim before they start getting thousands of calls on how to do so.

chatbot in insurance

An insurance chatbot offers considerable benefits to both a carrier and its customers by combining the flexibility of conversational AI and the scalability of automation. A chatbot is one of multiple channels a company can utilize when speaking with their customers in the manner and method they desire. Let your chatbot handle the paperwork for your policyholders, so all they are left with is informing the chatbot of the nature of the claim, providing additional required details and adding supporting documents. The bot finds the customer policy and automatically initiates the claim filing for them. Chatbots can leverage previously acquired information to predict and recommend insurance policies a customer is most likely to buy. The chatbot can then create a small window of opportunity through conversation to cross-sell and up-sell more products.

This means they’ll be able to identify personalized services to best suit each policyholder and recommend them directly, helping generate leads or upsell opportunities. Chatbot development is an effective tool for improving customer experience and automating some operations in insurance businesses. Thanks to the expertise of DICEUS, many companies are successfully developing their business in this vector. We offer software products with a high level of interaction with the target audience and full-on post-deployment support. GEICO offers a chatbot named Kate, which they assert can help customers receive precise answers to their insurance inquiries through the use of natural language processing. GEICO states that customers can communicate with Kate through the GEICO mobile app using either text or voice.


Whatever type of chatbot you decide to use (rule-based, conversational, etc.), customer service teams need to prepare the tool to match their needs. The COVID-19 pandemic has had a significant impact on the insurance industry, and as a result, it has also affected the insurance chatbot market. Machine and deep learning provide chatbots with a contextual understanding of human speech. They can even have intelligent conversations thanks to technologies such as natural language processing (NLP). Customers can submit the first notice of loss (FNOL) by following chatbot instructions. They then direct the consumers to take pictures and videos of the damage which gives potential fraudsters less time to change data.

Such chatbots can be launched on Slack or the company’s own internal communication systems, or even just operate via email exchanges. Generative AI chatbots can analyze various factors of a customer’s data, including their medical history, driving record, and other personal details to create a personalized quote for insurance plans. The chatbots can also recommend specific insurance plans that meet the customer’s unique needs, preferences, and budget. Helvetia’s digital assistant, Clara, is currently testing the OpenAI’s ChatGPT and integrating its knowledge about insurance. Whenever a question is asked to Clara, the AI chatbot searches for the relevant information on the website and provides an interpretation to the person who asked the question. This eliminates the need for the person to look for information on their own, as they will receive an answer formulated by AI.

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Since accidents don’t happen during business hours, so can’t their claims. Having an insurance chatbot ensures that every question and claim gets a response in real time. A conversational AI can hold conversations, determine the customer’s intent, offer product recommendations, initiate quote and even answer follow-up questions. This makes sure no customer is left unanswered and allows the customer to connect to a live agent if required, keeping customers satisfied at all times.

Empowering Policyholders & Agents

This new service is open to anyone seeking answers related to insurance, pensions, and homeownership. Use omnichannel conversational AI robots to collect and process customer feedback automatically and provide a superior customer experience. Onboard customers, provide detailed quotes, educate buyers and enable 24/7 customer support during claims and renewals with DRUID conversational AI.

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