Improve customer experience with an Insurance Claims Bot

Increase the percentage of the insurance claims processed at the first call

Challenge

Bad experiences bring a lot of negative emotions. People are reluctant to spend hours on the line and go through even more stress when contacting an insurance company

Solution

An Insurance Claims Bot can be contacted via several channels at any time. The bot guides the customer through the entire claims process till it is settled

Results

Increased level of automation, improved customer experience, faster claims settlement, increased cross-selling, less churn, and better revenues

5 stages of the insurance claim process

First Notice of Loss (FNOL) or claim filing

Notifying an insurer after an insured asset's loss, theft, or injury

Damage Appraisal

Determining the nature and extent of the loss

Claims Settlement

Disbursing the insurance amount to the customer

Verification

Confirming customer’s insurance coverage and benefits

Claims Processing

Deciding the reimbursement amount

What can the Insurance Claims Bot do?

First Notice of Loss (FNOL)

A text or voice bot plays a significant role in the process of reporting a claim. The Insurance Claims Bot represents a dedicated virtual agent available 24/7/365. Customers can access it anytime and anywhere in just seconds

File claim

The Insurance Bot can guide users through the A to Z of the claim process and check the submitted documents. This translates into significantly reduced time customers spend on filling out forms and submitting documents

Update claim

Customers can contact the Insurance Claims Bot to update their application at any time and the bot will notify the customer if additional details are required. When needed, the bot passes the conversation to a human agent

Validate claim

The Insurance Bot can ensure that claims are validated by extracting relevant information from the documents

Track claim

The Insurance Claims Bot tracks claims intelligently. Customers can check the status of their claims through conversation with a bot

Notifications on Claim Status

The Insurance Claims Bot provides proactive notifications

Implement an automated claims processing workflow

Faster claims settlement

Fraud detection

Cost efficiencies

Litigation avoidance

Channels

Inbound/Outbound calls

Facebook Messenger

Line Messenger

Conversational AI helps businesses handle online traffic spikes caused by the COVID-19 pandemic

Businesses have turned to bots as part of their response to COVID19 since they are forced to balance out a surging online demand and dwindling resources

According to Deloitte, insurers should be capitalizing on the innovations and operational flexibility adopted during the pandemic to accelerate their transformation to a more agile, customer-centric business

Technologies that make the virtual assistant stand out

Built-in NLU core for natural language understanding
ASR/TTS technology (Automatic speech recognition/ Text-to-Speech)
Prebuilt user behavior patterns
API connectivity

Reduce the cost of handling claims with the Insurance Claims Bot

Engaging

The bot addresses insurance-related concerns of your customers with quick responses

Smart

The AI-powered bot uses NLP so it can understand customers and engage in a human-like conversation

Cost-effective

Implementing effective claims management processes leads to significant savings

Scalable

Staff expertise can be simultaneously scaled to thousands of customers

40%

of customers are comfortable using bots to make insurance claims

58%

of Americans prefer to use self-service options instead of speaking with a company representative

7%

increase in the customer satisfaction scores when bots are used