AI Chatbot For Insurance: Benefits, Use Cases, and Key Features

insurance chatbot use cases

They can report their insurance claim and get the assistance they need at the convenience of their own schedules. By using chatbots to streamline insurance conversations, your company can elevate and optimize processes across the entire insurance business. It covers where they are best positioned to offer strategic value for both customer experience and operational efficiency and explains why. This guide also addresses incorporating chatbots into a carrier’s overall customer experience strategy. Though brokers are knowledgeable on the insurance solutions that they work with, they will sometimes face complex client inquiries, or time-consuming general questions. They can rely on chatbots to resolve those in a timely manner and help reduce their workload.

insurance chatbot use cases

Focus your full attention on the Chatbot use cases in healthcare and commercial objectives, and the barrier will be overcome. It’s critical to consider your users’ personalities because they will influence the character of your bot. The true essence is defined by how your users perceive it when they interact with it. A Chatbot can be formal, professional, or simply robotic, depending on your preferences. On the other hand, the design of the Chatbot completely depends upon the purpose; whether the need is for informative or conversational Chatbot. Health monitoring – Patients require more than just immediate medical assistance.


The Chatbot is setting a new benchmark in the healthcare sector since its evolution. Whether it’s about managing customer service in a small healthcare company or the large one, AI-powered Chatbot helps meet business goals faster. For example, an AI chatbot on an e-commerce website may provide product recommendations based on customer preferences and recent purchases. With global insurance spending on AI platforms set to reach $3.4 billion by 2024, now it’s time for insurers to take the lead.

insurance chatbot use cases

Chatbots collect basic customer information when customers reach out for support. You can also add an extra form to collect more information to check if the application qualifies. They could request customers to send additional documents if they missed any.

Customer Service

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. Chatbots are often used by marketing teams to support promotional campaigns and lead generation. You can use your insurance chatbot to inform users about discounts, promote whitepapers, and/or capture leads. Forty-four percent of customers are happy to use chatbots to make insurance claims. Chatbots make it easier to report incidents and keep track of the claim settlement status.

How has technology impacted the insurance industry?

By understanding their customers through data analytics, insurance companies can develop more personalized products and improve customer retention. For example, digital self-service tools can make it easier and faster for customers to get quotes or make policy changes.

A sharp insurance chatbot can make your customer journeys uncomplicated for you and your users alike. According to the studies, almost 53% of customers prefer online purchases if they are given the option to converse with the dealer directly. An insurance chatbot allows you to establish a strong relationship between the customer and the brand.

Transforming the Claims Process with AI

This can help you quickly identify problems affecting a large portion of your telecoms customers and act accordingly to rectify the issue. We’ve all had the experience of ringing the doctor’s surgery at opening time to try and schedule an appointment, only to end up 24th in a queue. In that situation, you could sit and listen to hold music for 45 minutes until a receptionist picks up, or you could take a different approach. But first, we’ll look at chatbot use cases and how organisations operating in different sectors can use them successfully. Introducing Ai Scorecards | Get Ai-generated scorecards for every customer conversation.

  • AI Jim chatbot from Lemonade creates a truly seamless, automated, and personalized experience for insurance clients.
  • It explains the various benefits and procedures involved in the services provided.
  • Security and privacy of consumer data are the responsibilities of insurance companies.
  • Successful insurers heavily rely on automation in customer interactions, marketing, claims processing, and fraud detection.
  • An agent creates workflows to map out the most common scenarios, and a bot follows them when answering standard user questions.
  • If a customer reaches out with a common query, chatbots can quickly resolve the issue without having the customers search through the entire knowledge base and bank of FAQs.

Bots automate the processes of the insurance company so its agents can concentrate on more critical tasks. Bot solutions aim to support customers through various channels while an agent can work through only one at a time. 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.

What can chatbots do for you?

With changing buying patterns and the need for transparency, consumers are opting for digital means to buy policies, read reviews, compare products, and whatnot. With Acquire, you can map out conversations by yourself or let artificial intelligence do it for you. SnatchBot is an intelligence virtual assistance platform supporting process automation. You just need to add a contact form for users to fill before talking to the bot. One of the largest Health Insurance CX pain points also includes finding hospitals in the insurer’s network. Chatbots can help customers navigate to the nearest network hospital in emergencies.

  • Every valuable we own is most likely insured by some or the other insurance policy.
  • A chatbot allows you to exponentially empower your help desk by gathering customer feedback and addressing pain points with an open mind.
  • Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur.
  • Users have convenient access to insurance products through instant messengers, mobile applications, and a web portal, and the insurer can instantly interact with end customers.
  • Further questions can identify which stage of the customer journey the potential lead is at and which products or services they may be interested in.
  • Greater and easier access to information for your customers isn’t something you can sleep on anymore.

Watson Assistant puts the control in your customers’ hands, allowing them to answer their own basic inquiries and learn how to perform a wide range of functions related to your product or service. It can do this at scale, allowing you to focus your human resources on higher business priorities. Empower customers to access basic inquiries, including use cases that span questions about their insurance policy to resetting passwords.


You will learn how to use them effectively and why training staff matters. Treat your customers like the extraordinary beings they are, and you’re likely to see them again very soon. The age-old secret to retention in sales and marketing holds the same importance in this day and age as well.

In trying to cater to the end users and policy holders, insurance firms must also consider the needs of agents, brokers and the sales force. It is the agents who often own the relationship with the end user, especially for complex insurance products. And so it is in the interest of the insurance provider to support and manage the agents effectively. Insurance providers invest a lot of resources in customer support to keep their policy holders informed and satisfied. Voice, image and video recognition can be used to improve customer communications by detecting their emotions and sentiments.

Real-Life Use Cases of Insurance Chatbots

Chatting with the insurance bot can provide customers a clear path to follow in case of traumatic situations. Customers are always kept interested in chatbots since they can be used on a variety of channels, including those that they already use, including Facebook Messenger, SMS, email, Instagram, and browsers. Let’s look at several ways that chatbots might simplify and improve the experience of buying.

  • It also saves agents the burden of needing to remember, or manually search, an entire knowledge base for answers.
  • Once the visitor shows interest, the chatbot can assign an agent to them for further decision making.
  • The modern client wants to be able to communicate with companies at any time of the day or night.
  • Therefore, we expect to see more implementation opportunities of chatbots in the insurance industry which are AI driven tools.
  • AI, including insurance chatbots, will also bring benefits for the business as $1.3 billion cost savings by 2023.
  • One of the major things that make Hubtype’s conversational apps unique, is their rich elements.

Chatbots will transform many industry sectors as they evolve, shifting the process from reactive to proactive. As brokers, customers, carriers, and suppliers focus on higher productivity. They also focus on lower costs, and improved customer experience, the rate of change will only accelerate. Moreover, chatbots may also detect suspected fraud, probe the client for further proof or paperwork, and escalate the situation to the appropriate management. Use these commonly asked questions as a starting point to evaluate vendors and chatbots for insurance.

FAQ Support

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). Based on machine learning (ML), chatbots can predict which insurance policies a client is more likely to buy.

insurance chatbot use cases

Our seamless integrations can route customers to your telephony and interactive voice response (IVR) systems when they need them. Watson AI chatbots use a disambiguation feature to ensure clear communication with rapid, accurate responses and routing. 80% of the Allianz’s most frequent customer requests are fielded by IBM Watson Assistant in real time. Insurers will need to ensure that their use of OpenAI models does not result in unintended bias or discrimination against particular groups of policyholders.

Will AI replace insurance agents?

AI Will NOT Replace Independent Insurance Agents

The short answer is that artificial intelligence is highly unlikely to replace independent insurance agencies. Some things require a human touch, and insurance is one of those. So, your career is safe.

The chatbot can send the client proactive information about account updates, and payment amounts and dates. For example, when a customer asks a question about a particular policy, the insurance chatbot can provide a concise answer for customers who prefer brief responses. On the other hand, for customers who prefer more detailed responses, the chatbot can provide a more in-depth answer with additional information and examples. These research and facts demonstrate the growing impact of AI in the insurance industry and the potential benefits of using Generative AI to enhance operations and improve customer service.

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To scale engagement automation of customer conversations with chatbots is critical for insurance firms. By analyzing past claims, these chatbots can provide tailored recommendations, helping customers make informed decisions about their insurance policies. 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 chatbot use cases

How AI can be used in insurance?

Narrow-AI is already being used in many industries. 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)



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