Chatbots for Insurance: A Comprehensive Guide

chatbot for insurance

For centuries, the industry was able to rest on its laurels because information was inaccessible. Customers were operating in the dark with little insight into competitive policies and coverage. For decades, there was not a need for insurance providers to prioritize the customer experience because – although people lacked trust and affinity for their providers –  turnover was low. Research suggests that 73% of customers are more likely to respond over live chat than e-mail, and 56% of users are more likely to contact the business through a message rather than a call.

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Not only the chatbot answers FAQs but also handles policy changes without redirecting users to a different page. Customers can change franchises, update an address, order an insurance card, include an accident cover, and register a new family member right within the chat window. GEICO’s virtual assistant starts conversations and provides the necessary information, but it doesn’t handle requests. For instance, if you want to get a quote, the bot will redirect you to a sales page instead of generating one for you. You can run upselling and cross-selling campaigns with the help of your chatbot.

Drive Business Growth using Pre-Trained Smart Chatbots

To ensure that any alterations are not viewed as an additional burden, insurance companies must be ready to support clients in performing end-to-end seamless processes in a friendly and secure manner. This data enables insurance companies to provide individualized services and improved quote suggestions that take into account the requirements of each client. Customer service efficiency determines how likely human error is to occur as well as how much money may be saved on operating expenses. For instance, after a big storm, a property insurer can preemptively reach out with steps on filing a claim and all necessary information and documents. These bots can be deployed on any of the channels your customers are using on a daily basis, be it a website or Messenger or WhatsApp or even SMS.

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.

Currently, their chatbots are handling around 550 different sessions a day, which leads to roughly 16,500 sessions a month. In addition, the chatbot has helped FWD Insurance save $1 million per year in client support costs. Quickly provide information on policy coverage, quotes, benefits, and FAQs. Traditional means of customer outreach like websites and apps speak “computer language,” requiring users to navigate menus and screens and input information via commands and clicks. Stats have shown that such activities cause Insurance companies losses worth 80 billion dollars annually in the U.S alone. It usually involves providers, adjusters, inspectors, agents and a lot of following up.


If you want to do the same, you can sign up for WotNot and build your personalized insurance chatbot today. Feedback is something that every business wants but not every customer wants to give. An important insurance chatbot use case is that it helps you collect customer feedback while they’re on the chat interface itself. Customer support has become quite the competitive edge in the insurance industry. The existing customers that have an account with you will have different questions as compared to a potential customer who’s still learning about the product. If you’re also wondering how chatbots can help insurance companies, you’re at the right place.

chatbot for insurance

This can help insurance companies avoid costly fines and maintain their reputation for trustworthiness and reliability. Similarly, if your insurance chatbot can give personalized quotes and provide advice and information, they already have a basic outlook of the customer. But to upsell and cross-sell, you can also build your chatbot flow for each product and suggest other policies based on previous purchases and product interests. Another chatbot use case in insurance is that it can address all the challenges potential customers face with the lack of information. Insurance chatbots collect information about the finances, properties, vehicles, previous policies, and current status to provide advice on suggested plans and insurance claims. They can also push promotions and upsell and cross-sell policies at the right time.

Tell us how we can be of service

The pandemic has increased the demand for digital services, and insurance chatbots have emerged as a critical component of the digital transformation of the industry. With social distancing measures and lockdowns, customers rely more on digital channels to communicate with their insurance providers. As a result, there has been an increased demand for insurance chatbots that can provide quick and efficient customer service. Furthermore, insurance companies have had to adopt remote work policies, and this has made it challenging to manage customer interactions efficiently. Chatbots have emerged as a viable solution that can automate customer interactions and provide continuous support.

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We offer software products with a high level of interaction with the target audience and full-on post-deployment support. The implementation of natural language processing allows clients to freely exchange messages with a chatbot, which provides detailed feedback and adds personality to the interaction. Insurance companies receive a huge number of requests daily, which are nearly impossible to process timely and accurately, involving human resources only. A chatbot providing services 24/7 can come in handy for various purposes. Below are the most frequent use cases of chatbots for the insurance industry.

Streamlined processes

Zurich Insurance is experimenting with ChatGPT artificial intelligence technology to address the challenges posed by startups and competitors such as China’s Ping An. The insurer is exploring the use of AI in claims and modeling, including extracting data from claims descriptions and analyzing six years of claims data to identify the cause of loss and improve underwriting. Customers dread having to go through the tedious processes of filling out endless paperwork and going through the complicated claim filing and approval process. Chatbots cut down and streamline such processes, freeing customers of unnecessary paperwork and making the claim approval process faster and more comprehensive.

Visit SnatchBot today to discover how you can build and deploy bots across multiple channels in minutes. Originally, claim processing and settlement is a very complicated affair that can take over a month to complete. In fact, people insure everything, from their business to health, amenities and even the future of their families after them. 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. 60% of business leaders accelerated their digital transformation initiatives during the pandemic.

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It’s easy to train your bot with frequently asked questions and make conversations fast. The use of an Insurance chatbot can help brands acquire, engage, and serve their customers. By deploying an insurance bot, it becomes easy to cater to the needs of customers at every stage of their journey. Companies that use a feature-rich chatbot for insurance can provide instant replies on a 24×7 basis and add huge value to their customer engagement efforts. Many companies have deployed chatbots for insurance, but not all of them are up to standard. Insurance bots can achieve a higher level of personalization through dynamic conversations with customers.

  • You can run upselling and cross-selling campaigns with the help of your chatbot.
  • Allow policyholders to get quotes and pricing, check coverage, claims processing, handle policy-related issues, and more—all available 24/7.
  • Increasingly, insurance providers are investing in modern conversational artificial intelligence (AI) to scale personalized, effortless and proactive customer experiences.
  • 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.
  • Being available 24/7 and across multiple channels, an automated tool will let policyholders file insurance claims or get urgent support and advice whenever and however they want.
  • In addition to fully handling simpler, predictable requests end-to-end, chatbots can partner with a carrier’s employees to automate the predictable tasks within a larger, more complicated process.

Online lead generation through an interactive virtual assistant can work effectively alongside traditional networking methods, community engagement, and referral programs, and can aid every sales team, agent, or broker. It helps speed customer acquisition for insurance companies while gathering relevant information that prospects may not want to submit to traditional static web forms. Softweb Solutions can help you deploy virtual insurance agents in the form of bots.

Best Tools for Creating Insurance Chatbots

If an agent isn’t available to offer relevant information (could be in the form of a quote or even servicing a claim), the potential customer goes on to find another provider. Allstate’s AI-driven chatbot, Allstate Business Insurance Expert (ABIE), offers personalized guidance to small business owners. Advanced insurance chatbots can also help detect and prevent insurance fraud by analyzing customer data and identifying suspicious patterns. This not only saves insurance companies money but also helps maintain a fair and trustworthy insurance ecosystem for all customers.

How AI and ML are changing the insurance industry?

By implementing deep learning and neural networks, AI can study customers' profiles and review their needs, then recommend the most suitable policies available. Such changes not only save time by cutting down on the need for consulting but are also cost effective.

60% of insurers expect nontraditional products to generate revenue on par with traditional products. With a transparent pricing model, Snatchbot seems to be a very cost-efficient solution for insurers. Connect your chatbot to your knowledge management system, and you won’t need to spend time replying to basic inquiries anymore.

JKV insurance

And one of the best ways to do that is with a chatbot powered by conversational AI. Chatbots powered by conversational AI are one of the most cutting-edge tools for companies that want to improve their customer experience. By interacting with hundreds of customers at once, they can reduce the workload on your support team by offering automated, 24/7 support. And by automating many time-consuming tasks, they can increase overall efficiency, cutting down on costs. Chatbots eliminates long wait time and automates the insurance claim process. When a policyholder files an insurance claim, chatbots can collect all the necessary documents, data, images, and videos.

chatbot for insurance

Chatbots reduce client frustration by providing an easy and quick manner of getting things done. Unlock time to value and lower costs with our new LLM-powered conversational bot-building interface. Being channel-agnostic allows bots to be where the customers want to be and gives them the choice in how they communicate, regardless of location or device.

  • Handling nuance and understanding utterances let conversational AI solutions respond directly to inquiries.
  • Around 71% of executives expect that by 2021, clients will choose to deal with an insurance chatbot over a human representative.
  • For example, if a customer is a frequent traveler, then an intelligent chatbot should suggest the most suited travel insurance plan to them.
  • GEICO’s virtual assistant starts conversations and provides the necessary information, but it doesn’t handle requests.
  • Everyone will have a different requirement which is why insurance extensively relies on customization.
  • The bot will help you respond quickly and instantly to any question, engage customers round-the-clock and route chats to human agents for a great conversation experience.

An insurance cost savings of over $1.3 billion across auto, life, property, and health insurance will be realized by 2023, up from $300 million in 2019, according to a Juniper Study. This is a differentiating characteristic that enables insurance companies to maintain their leadership. New customers who are digital natives and have high expectations for how a business handles them have emerged due to generational shifts. Given that one-third of customers said they would think about switching firms after just one instance of subpar customer service, these expectations shouldn’t be taken lightly. Once a customer raises a ticket, it automatically gets added to your system where your agent can get quick notification of a customer problem and get on to solving the issue.

chatbot for insurance

Let’s take a look at 5 insurance chatbot use cases based on the key stages of a typical customer journey in the insurance industry. Integration with the payment gateway makes it possible to pay for insurance remotely. Clients can receive their policies in a PDF format from within the app or via email. The chatbot also solves the problem of managing client requests outside the office. A chatbot can help in choosing the optimal policy, as well as offer an overview of available insurance solutions that meet the client’s preferences. It can send payment reminders and thus facilitate the payment process through your preferred channel.

chatbot for insurance

This AI-powered service focuses on responding to customer requests related to insurance and pensions. I am looking for a conversational AI engagement solution for the web and other channels. It has helped improve service and communication in the insurance sector and even given rise to insurtech. From improving reliability, security, connectivity and overall comprehension, AI technology has almost transformed the industry.

  • 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.
  • A chatbot can assist in this process by asking the policyholder to provide pictures or videos of any damage (such as from a car accident).
  • Since AI Chatbots use natural language processing (NLP) to understand customers and hold proper conversations, they can register customer queries and give effective solutions in a personalised and seamless manner.
  • In fact, most insurers find that they can fully automate up to 80% of cases with chatbots.
  • While insurance is something that customers need to buy, it isn’t necessarily something they want to buy.
  • Yes, you can deliver an omnichannel experience to your customers, deploying to apps, such as Facebook Messenger, Intercom, Slack, SMS with Twilio, WhatsApp, Hubspot, WordPress, and more.

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