Insurance Chatbot: 9 Best Use Cases in 2022

chatbot insurance claims

The original Instant Messaging platforms used very basic Chatbots to respond to text. So the chances are that we’ve all used them sometime along our digital journey and just not know about it. Research shows that we only use about about 5 regularly, and half of these are social media apps. A research study by Hubspot shows that 47% of shoppers are open to buying items from a bot.

What can chatbot be used for?

ChatGPT is a natural language processing tool driven by AI technology that allows you to have human-like conversations and much more with the chatbot. The language model can answer questions and assist you with tasks, such as composing emails, essays, and code.

Understanding customer pressure points and user friction is the first step in making your customer experience as smooth and painless as possible. There are plenty of old-fashioned ways of gathering that data, but chatbots offer a two-in-one solution. They’re designed to improve the customer experience in the first place. But at the same time that they’re helping your customers, they’re also collecting data on each interaction. Along with other strategies to improve customer experience in insurance, especially digital ones like live chat, insurance chatbots can be a big help.

Top benefits of insurance chatbots

This blog is the 4th in the series we are covering about 7 technology trends reshaping insurance in 2022 and beyond. Operational risk aversion is one of the main obstacles every insurer has when attempting to implement new procedures or technology. We’d love to show you how the Capacity platform can boost revenue, increase productivity, and ensure compliance. Our four values guide our continued, holistic growth as individuals, as teams, and as a global organization with over 1,700 employees through 25 years of building community one intention at a time.

How is AI used in insurance?

In insurance, it has three main functions: First, it can automate repetitive knowledge tasks (e.g., classify submissions and claims) Second, it can generate insights from large complex data sets to augment decision making (e.g., portfolio steering, risk assessment)

Sensely’s services are built upon using a chatbot to increase patient engagement, assess health risks, monitor chronic conditions, check symptoms, etc. Every time a customer needs help, they turn to Sensely’s virtual assistant. This is one of the best examples of an insurance chatbot powered by artificial intelligence. Regardless of how complex your insurance chatbot is, customers still value human connection.

Insurance Industry Chatbot Use Cases Improve Customer Support

The end goal for every insurance chatbot is to make every interaction as human, as personalized, and as native to the parent site, as possible. Chatbots in insurance can educate customers on how the process works, compare as well as suggest the optimal policy, from multiple carriers, based on the customer’s profile and inputs. That apart, it can engage and interact with every visitor, either on your website or any other channel, thereby increasing conversions. Technology has truly transformed the way marketing, and customer success is executed by leaps and bounds. Be it the ‘promotions’ tab of our inbox, or the friend suggestions on Instagram and Facebook; we are likely to see an array of brands lined up, all vying for our attention. In a world full of clutter, where brands are brutally competing against each other to be a part of our lives, chatbots stand out.

chatbot insurance claims

AI chatbots are expected to generate cost savings of almost $1.3 billion by 2023 in the insurance industry. Thus, besides simplifying life for current and potential policyholders, an insurance chatbot also provides a scalable, low-cost communication/support solution for insurers. Customers can interact with insurance chatbots at any time to find policy details, pay premiums, make claims, update their accounts, initiate renewals, etc. Since chatbots are available 24x7x365, customers don’t have to wait – or worse, jump through hoops – to find the solution they need.

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Blue Prism develops leading Robotic Process Automation software to provide businesses with a more agile virtual workforce. Claims represent the ‘moment of truth’ for insurers and their customers. Call centres saturate quickly, especially during surges, creating high operational costs and waiting on hold for customers. Feedback can be a valuable lever to understand how well your insurance chatbot and business are performing. It can send insurance claim updates, premium receipts, premium payment tracking links, and fund management notifications on its preferred channel.

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The platform offers a comprehensive toolkit for automating insurance processes and customer interactions. Acquire is a customer service platform that streamlines AI chatbots, live chat, and video calling. metadialog.com Whether you choose to use a simple NPS (Net Promoter Score) survey or a detailed customer experience questionnaire, a chatbot helps you attract user attention and drive more answers than any other method.


Third, apps cannot provide end-to-end assistance that simplifies life for insurance customers. Let our team of experts show you how this chatbot solution can help you fully automate and personalize more interactions for members and agents with a single solution. Additionally, the survey found that respondents aged were much more comfortable receiving healthcare-related self-service through automated channels such as chatbots and IVAs.

  • And to reduce that number, you might need to employ various layers of verification before processing a claim.
  • It greatly reduces wait time for customers and provides information and initiates documentation that helps speed up the process.
  • From the consumer’s perspective, there’s the prospect of getting answers faster and without being on hold on the phone all day, often through working hours or just before the call centre closes at dinner time.
  • Customers were operating in the dark with little insight into competitive policies and coverage.
  • Chatbots can offer policyholders 24/7 access to instant information about their coverage, including the areas and countries covered, deductibles, and premiums.
  • Insurers are now investing heavily in AI-powered insurance chatbots to enhance customer experience and deliver better service.

While having an insurance policy gives peace of mind to the users, processing claims is a lot of work for a company too. Ushur delivers the world’s first AI-powered Customer Experience Automation™ platform that has been purpose-built, from the ground up, to intelligently automate entire customer journeys, end to end. Designed to deliver delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence.

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A couple of weeks ago, at Facebook’s F8 conference, one of the major announcements was that they are opening up the Messenger platform to Chatbots. Nienke is in the Dutch market talking to NN’s customers about insurance. As AI advances, it will be able to take on a more significant role within the support team. Today, there are a few key use cases that insurance carriers should leverage AI. Your prospects will always be greeted with a dedicated 24/7, mobile-optimized, personal assistant taking care of their insurance-related needs through clear communication.

  • Customer engagement shouldn’t be limited to the time your users are interacting with your chatbot.
  • Based in Tulsa, Oklahoma, Managed Outsource Solutions (MOS) looks forward to discussing your challenges with you.
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  • People can perceive the insurance sector as being challenging to understand when they are reading through lengthy quotes and policy documents striving to understand what is and is not covered.
  • In addition to the Workflow App, we are also deploying the Unvired mobile EAM app for Windows 10 tablet for our field workforce, integrating with SAP Plant Maintenance.
  • To replicate human behaviour the best, a chatbot should mimic humans’ greatest achievement- Communication.

DRUID is an Enterprise conversational AI platform, with a proprietary NLP engine, powerful API and RPA connectors, and full on-premise, cloud, or hybrid deployments. Get started with pre-built solutions bundled to solve immediate challenges. Streamline filing accident claims, providing claim status updates, and paying settlements. Additionally, a chatbot can automatically send a survey via email or within the chat box after the conversation has concluded. Minimize the need for developers—empower line of business employees to build and maintain advanced conversational flows without any programming knowledge. By scaling your team, you get more work done at less cost to the organization while meeting the needs of more customers.

Personalized customer service

We found Unvired to be flexible, cost-effective, and responsive while delivering on time. Several of CloudFactory’s clients in the insurance industry are using AI and machine learning to improve claims processes as well. Capable of flagging claims of fraud, chatbots can review claims using fraud detection algorithms. Fraud claims have caused a loss of 10-15% for insurers across all lines of business.

chatbot insurance claims

Many insurers see chatbots as an opportunity for a new approach to customer service, as well as streamlining the purchase and claims processes. According to a 2019 LexisNexis survey, more than 80% of large U.S. insurers have fully deployed AI solutions in place including the research and development of chatbots. These bots are being used widely within insurance companies for underwriting assistance, agent advisory services, and on-boarding assistance for human resource teams.

What is the future of chatbots in insurance?

According to some estimates, chatbots are expected to generate over $8 billion in savings globally by 2022,1 while also offering 24×7 customer service, lower processing time, faster resolution and straight-through processing, leading to increased customer satisfaction.

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