Chatbots For Insurance Companies: Top Use Cases

Monday, 31 October, 2022

Customer service chatbots increase conversions by interacting with all visitors and engaging them on your website or any other channel. Artificial intelligence has changed the insurance industry – and customer service is no exception. One of the fine insurance chatbot examples comes from Oman Insurance Company which shows how to leverage the automation technology to drive sales without involving agents.

Insurance Chatbots

The insurer has made their chatbot available in the client area, but also in their physician search page and their blogs. Supported languagesDiscover the 30+ languages supported by our platform. He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem’s work in Hypatos was covered by leading technology publications like TechCrunch like Business Insider. Originally, claim processing and settlement is a very complicated affair that can take over a month to complete.

How To Handle Frequently Asked Questions

They can help in the speedy determination of the best policy and coverage for your needs. Together with automated claims processing, AI chatbots can also automate many fraud-prone processes, flag new policies, and contribute to preventing property insurance fraud. In a market where policies, coverage, and pricing are increasingly similar, AI chatbots give insurers a tool to offer great customer experience and differentiate themselves from their competitors. They can respond to policyholders’ needs while delivering a wealth of extra business benefits.

Insurance Chatbots

This intuitive platform helps get you up and running in minutes with an easy-to-use drag and drop interface and minimal operational costs. Easily customize your chatbot to align with your brand’s visual identity and personality, and then intuitively embed it into your bank’s website or mobile applications with a simple cut and paste. Built with IBM security, scalability, and flexibility built in, Watson Assistant for Insurance understands any written language and is designed for and secure global deployment. Turn it on today and empower your team to realize the benefits of happier insurance customers, increased sales and retention opportunities, and a more efficient, effective global workforce—without having to hire a specialist. Another crucial piece of the chatbot puzzle is advanced language skills.


There are a lot of benefits to Insurance chatbots, but the real question is how to use Chatbots for insurance. For example, imagine an airline that is using chatbots to send push notifications on a specific day and time, via instant messaging. When the client proactively asks what the boarding gate is, the airline will have an opportunity to promote the relevant travel insurance that the passenger can buy with just one click.

  • In many cases, when customers have questions, they are looking for answers almost instantly.
  • Whether it’s the middle of the night or during a natural disaster, Watson answers the call in any language, no humans required.
  • AI can help agents respond to customers faster with tailored responses by curating data from back-end systems on agents’ behalf and even drafting personalized responses.
  • They understand user intent and reply to queries that haven’t been pre-defined.
  • This can help agents operate more efficiently while also reducing the time to resolve issues.
  • Chatbots allow customers to manage their insurance claims quickly and efficiently while serving as a listening channel that provides actionable insights to further understand customer behavior and preferences.

Additionally, it prompts customers to leave positive reviews and gather their feedback. If a policyholder reaches out with questions related to coverage and specifics of their policy, a chatbot can provide updates in seconds. A chatbot can also answer general questions related to a provider’s products and services. At key Insurance Chatbots points along the customer journey, a chatbot can also preemptively reach out with key information based on patterns of when questions arise based on products used and profile attributes. Chatbots may proactively reach out to policyholders when the status of a claim changes, keeping them updated throughout the process.

Insurance Departments

Consequently, conversational data must be integrated into a centralized authentication system and not be accessible to third parties. Conversational AI chatbots must be able to prove that they can be trusted. You could be forgiven for thinking that there is scarce room for digital transformation in the sector. When customer-demands set new market standards, those who fail to ride the wave of innovation can find themselves grasping for survival.

How many insurance companies use chatbots?

According to a 2019 Statista poll, 44% of clients are comfortable using chatbots insurance claims, while 43% are happy to purchase insurance coverage. As a result, practically every firm has embraced or is using chatbots to take advantage of the numerous benefits that come with them.

Are virtual assistants trained to simulate human-like conversations and process requests independently. AI chatbots can be helpful in a lot more scenarios than rule-based chatbots. They understand user intent and reply to queries that haven’t been pre-defined. Spixii platform enables companies to humanise their processes by making them simple, fast and conversational.

Top 10 Insurance Chatbots Applications & Use Cases in 2023

Based on the collected data and insights about the customer, the chatbot can create cross-selling opportunities through the conversation and offer customer’s relevant solutions. Chatbots can use AI technology to thoroughly review claims, verify policy details and put them through a fraud detection algorithm before processing them with the bank to move forward with the claim settlement. This enables maximum security and assurance and protects insurance companies from all kinds of fraudulent attempts. This is why insurers and insurtechs, worldwide, are investing in AI-powered insurance chatbots to perfect customer experience.

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88% of insurance customers demand more personalization from providers7. AI can help agents respond to customers faster with tailored responses by curating data from back-end systems on agents’ behalf and even drafting personalized responses. With this, customers can choose their preferred channel to carry out processes, be it a phone call, mobile app, smart home device or a messaging platform like WhatsApp or Skype. Many companies have deployed chatbots for insurance, but not all of them are up to standard. This information allows insurance firms to deliver personalized services and suggest better quotes that adjust to each client’s needs.


You can run upselling and cross-selling campaigns with the help of your chatbot. Upgrading existing customers or offering complementary products to them are the two most effective strategies to increase business profits with no extra investment. Rule-based chatbots can be used for resolving simple issues, but they don’t provide you with all the opportunities AI chatbots do. If Natural Language Processing makes a mistake and reads this as a large family, the chatbot will switch to a workflow for selling life insurance for a larger family. The customer might think they’d been fully understood, which means they may have been misled into buying an ill-suited product. For the customers who enjoy using the chatbot, or even feel more comfortable using it to share personal information, it’s important to avoid gamification.

Empower customers to access basic inquiries, including use cases that span questions about their insurance policy to resetting passwords. Verint Conversational AI was awarded “Best Chatbot Solution” in the 2022 AI Breakthrough Awards. “With Verint IVA, there is finally a truly ‘breakthrough’ way to implement customer engagement solutions that work for both business and consumer,’” AI Breakthrough said. Get our free ebook on how conversational AI redefines the experiences of your customers and employees. Use automation, customer profile analytics, and conversational AI-powered robots to drive an enhanced quote and bind process.

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That means customers get what they need faster and more effectively, without the frustration of long hold times and incorrect call routing. Unify existing customer support systems and harvest relevant data to enhance self-service capabilities and improve relevancy of answers. Allow policyholders to get quotes and pricing, check coverage, claims processing, handle policy-related issues, and more—all available 24/7. Put the power in your customers’ hands with AI chatbots that create personalized experiences spanning the entire customer journey. This chatbot provides the opportunity to screen users under different segments in the sales funnel based on their intent.

As a result, opting for the right development platform is critical to the success of chatbots in the insurance sector as it has to provide reliable and measurable optimal conversational features. Based on the profile and inputs of the customer, the customer service chatbots can create awareness among the customers about the working of the process in multiple carriers, compare, and suggest optimal policy. In order to conduct end-to-end processes without interventions, insurance companies should be ready to assist customers in an interactive and secure manner.

  • Conversational chatbots that use NLP decipher the nuances in everyday interactions to understand what customers are trying to ask.
  • Use automation, customer profile analytics, and conversational AI-powered robots to drive an enhanced quote and bind process.
  • You also don’t have to hire more agents to increase the capacity of your support team — your chatbot will handle any number of requests.
  • Use omnichannel conversational AI robots to collect and process customer feedback automatically and provide a superior customer experience.
  • Educate customers – Frequently, customers may contact an insurer with queries regarding a product or procedure.
  • Insurance Provide innovation and real added value for your customer with instant quotes and immediate cover, 24/7, and internally, to help insurance companies process new claims.
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