Insurance Chatbots: Real-Life Use Cases and Examples

calendar Updated November 14, 2023
Anna Mormil
ABM Specialist
Insurance Chatbots: Real-Life Use Cases and Examples

Many tech giants, like Microsoft, are stating that the insurance industry is where the future of chatbots is. Insurance chatbots are among the most robust and successful applications that are available right now. In particular, these bots fulfill a common need: the ability to quickly and simply get information.

So, what is an insurance chatbot? It is a computer program that simulates conversation with humans. It provides related information and services. You can use them to answer customer questions, process claims, and generate quotes.

Two groups of people benefit the most from insurance chatbot: clients and insurance agents. In our article, we will delve deeper into use cases, examples, and benefits.

Ready to enhance your business with a chatbot? Start building your chatbot today and unlock endless possibilities!

Insurance Chatbot Benefits

Many calls and messages agents receive can be simple policy changes or queries. The insurance chatbot helps reduce those simple inquiries by answering customers directly. This gives agents more time to focus on difficult cases or get new clients.

You can integrate bots across a variety of platforms to best suit your clients. So let’s take a closer look at the chatbot benefits for businesses and clients.

Customer Onboarding Assistance

For example, a potential client contacts a company via Messenger. A bot can ask them for relevant information, including their name and contact information. It can also inquire about what they are wanting to buy insurance for, the value of the goods they are wanting to insure, and basic health information.

From there an agent can review the information, ask more questions if needed, draft up an insurance plan, and get it signed. Bots can help make the process more efficient and free up time for agents to do other tasks.

The virtual assistant asks for contact information and details about the business. It also inquires about when they would like their coverage to start. It could be general insurance questions, including any claims in the past five years.

Help with Fraudulent Claims

Fraudulent claims are a big problem in the insurance industry, costing US companies over $40 billion annually. Bots can comb through claim data and identify trends that humans may miss. This helps in identifying fraud and saving companies’ money.

70 percent of our customers are buying insurance on their phones.

Guy Goldstein

co-founder and CEO of Next Insurance CTO

The Ease of Access of Information Provided

Insurance companies can install backend chatbots to provide information to agents quickly. A broker can ask a bot a question. The bot then searches the insurer’s knowledge base for an answer and returns with a response. This is more efficient than the majority of website searches.

Quick and Easy Acquisition of Information

Many consumers prefer to communicate via messaging as opposed to on the phone or via email. They are able to receive the information they need, when they need it, in their preferred medium. Insurance can be intimidating, especially for young consumers.

Chatbots help make the entire experience of buying insurance and making claims more user friendly.

AI bots will power 95% of all customer service interactions by the year 2025

Source: Servion

Cost & Time Reduction

Insurance chatbots can save companies money and time in a number of ways. They can automate many of the tasks that are currently performed by human customer support. These tasks include answering customer questions and processing claims.

For instance, bot can help a customer to file a claim in minutes, instead of having to wait on hold. Businesses can reduce their customer support costs by up to 30% through the use of chatbots.

Increase Customer Engagement

Through NLP and AI chatbots have the ability to ask the right questions and make sense of the information they receive.

Chatbots are able to take clients through a custom conversational path to receive the information they need. You can do this without waiting or needing to talk to a person. These give bots a valued advantage over a website or an email campaign.

Simply put, chatbots are disrupting the insurance industry. Month over month, more consumers are interfacing with companies via different channels. There are a variety of reasons bots do well in the insurance business:

  • they are personal,
  • they are replacing apps,
  • they’re easy to deploy,
  • they have been shown to increase customer engagement,
  • and they can automate the claims process.

24/7 Assistance

Traveling and losing your glasses? No problem – use the messenger application on your phone to get the information you need ASAP. Bots can inform customers of their insurance coverage and how to redeem said coverage. Providing 24/7 assistance, bots can save clients time and reduce frustration.


75% of consumers opt to communicate in their native language when they have questions or wish to engage with your business.

Chatbots with multilingual support can communicate with customers in their preferred language. This makes interactions more comfortable and effective.

This AI chatbot feature enables businesses to cater to a diverse customer base. It leads to improved customer satisfaction and better engagement.

Multilingual chatbots eliminate language barriers. It ensures consistent and efficient customer service across diverse linguistic demographics.

Collect data

All companies want to improve their products or services, making them more attractive to potential customers.

They can use bots to collect data on customer preferences, such as their favorite features of products and services. They can also gather information on their pain points and what they would like to see improved.

Insurance chatbot is good at feedback collection. They can survey clients about their experience with the company. Companies can use this feedback to identify areas where they can improve their customer service.

Insurance Chatbot Use Cases

Employing chatbots for insurance can revolutionize operations within the industry. There exist many compelling use cases for integrating chatbots into your company.

Help to Choose Insurance Plan

Insurance businesses can streamline and improve customer experience with chatbot. Your business can stand out in a crowded market by automating insurance search and purchase.

The interactive bot can greet customers and give them information about claims, coverage, and industry rules.

Furthermore, it collects important details about customers. These details include their age, job, travel habits, and potential risks. This helps it suggest the best insurance plans.

For instance, Geico virtual assistant welcomes clients and provides help with insurance-related questions. Users can either type their queries or choose from a list of options.

The bot uses your questions to provide relevant information. It has many responses and information. It also enhances its interaction knowledge, learning more as you engage with it.

GEICO's Virtual Assistant
GEICO’s Virtual Assistant

GEICO’s virtual assistant can help you with a variety of tasks, including:

  • Answering your questions about policies, coverage, and claims.
  • Helping you to file a claim.
  • Processing your payments.
  • Generating quotes for new policies.
  • Finding the right policy for your needs.
  • To locate important documents, such as insurance ID cards or other documents.

You can access it through the mobile app on both iOS and Android devices, which offers 24/7 assistance.

Help with Insurance Plans

A chatbot is a helpful tool that can explain your insurance plans clearly. Both to ask questions and understand what the customer needs. Then, it can give recommendations that match their requirements.

SWICA, a health insurance provider, has developed the IQ chatbot for customer support.

The bot responds to FAQs and helps with insurance plans seamlessly within the chat window. It eliminates the need to redirect users to external pages.

Users can change franchises, update addresses, and request ID cards through the chat interface. They can add accident coverage and register new family members within the same platform.

SWICA IQ Chatbot
SWICA IQ Chatbot

The Master of Code Global team creates AI solutions on top industry platforms and from scratch. MOCG customize these solutions to fit your business’s specific needs and goals. Our chatbot will match your brand voice and connect with your target audience. The result is the AI solution that works within your business realities.

Automatically Process Insurance Claims

A chatbot for insurance can help consumers file claims, collect information, and guide them through the process. Automating these processes speeds up the claims procedure. Nearly half (44%) of customers find chatbots to be a good way to process claims. It saves time and effort for both clients and insurers.

AXA Chatbot excellently demonstrates how bot automated processes. The bot responds to questions from customers and provides them with the correct answers. Thanks to advances in machine learning, the chatbot can answer not only simple questions but also more complex ones.

For example, if a client needs to replace their insurance card, bot can help them enter the necessary information. It can then start the replacement process.

AXA Chatbot
AXA Chatbot

Policy & Questions

Customers may have specific policy preferences. They may also want to compare your business offerings with competitors.

Imagine a situation where your chatbot lets customers skip policy details. Instead, it offers them the option to explore specific details if they desire. This method helps customers get the information they need and focus on what’s important.

You can manage your insurance from anywhere and at any time with an AI-powered virtual assistant by Next Insurance. It offers help with:

  • Creating and sharing certificates
  • Updating coverage
  • Filing a claim
  • Editing billing info
  • Changing business address
AI-Powered Virtual Assistant by Next Insurance
AI-Powered Virtual Assistant by Next Insurance

Assist Customers with Payments

Most insurance companies now let their clients pay for their plans online. This option has become popular due to its ease and accessibility. In a normal office, a receptionist usually manages this and answers calls from clients and customers. By introducing a chatbot, insurance agencies can save time and focus on important tasks.

Besides, a chatbot can help consumers check for missed payments or report errors. In situations where the bot is unable to resolve the issue, it can either offer to escalate the customer’s request. Alternatively, it can promptly connect them with a live agent for further assistance.

A great example is Kotak’s chatbot, GIA. It helps with policy servicing, renewal, claims, and buying insurance policies. You can receive support on the website or connect with GIA via a WhatsApp number.

Chatbot Examples in Insurance

Exploring successful chatbot examples can provide valuable insights into the potential applications and benefits of this technology.

Zurich Claims Bot

Zurich Insurance now has chatbot on their insurance claims guidance pages. The Zurich Claims Bot engages users with a series of pertinent questions. It helps them find the right pages or easily connects them with an agent.

Zurich Claims Bot
Zurich Claims Bot

Now Zurich is trying out ChatGPT. The company is testing how Generative AI in insurance can be used in areas like claims and modeling.

Zurich is looking into how the technology can be used. They want to extract data from claims descriptions and other documents. To improve its underwriting process, it analyzes the past six years of claims data to pinpoint the exact cause of losses in different claims.

Sensely Virtual Assistant

Sensely’s virtual healthcare assistant, helps insurance plan members and patients. It assists them in accessing health insurance services and healthcare resources.

These bots have expanded their capabilities. Now, they serve many purposes, like checking symptoms, making insurance decisions, and overseeing patient programs.

Sensely Virtual Assistant
Sensely Virtual Assistant

Insurify for Facebook Messenger

Insurify is a website that helps you compare car and home insurance. It uses predictive modeling to make shopping for car insurance easier. People find it easier to compare and buy car insurance on Facebook Messenger .

Future of Chatbots in Insurance

In the insurance industry, multi-access customers have been growing the fastest in recent years. Every second customer now falls into this category. This means that more and more customers are interacting with their insurers through multiple channels. These channels include online, mobile, and phone communication.

In 2012, six out of ten customers were offline, but by 2024, that number will decrease to slightly above two out of ten. Chatbots increase sales and can help insurance companies automate customer conversations. This is important for increasing customer engagement.

Mckinsey stats, COVID-19 pandemic caused a big rise in digital channel usage in all industries. Companies can keep these new customers by enhancing their digital experiences and investing in chatbots. Additionally, they can focus on placing customer trust at the center of everything they do.

The insurance chatbot market is growing rapidly, and it is expected to reach $4.5 billion by 2032. This means that the market is growing at an average rate of 25.6% per year.


Bots offer a better experience for both your customers and teams. They improve efficiency and help agents and clients find the information they need easily. This ultimately improves customer service. Chatbots thrive in the insurance industry. If you are in the industry and don’t have a chatbot yet, what is stopping you? Just ask yourself, what can chatbot be used for in your business?

As a chatbot development company, Master of Code Global can assist in integrating chatbot into your insurance team. We use AI to automate repetitive tasks, thus saving both your time and resources. Our skilled team will design an AI chatbot to meet the specific needs of your customers. As a result, you’ll have a chatbot that fits your business perfectly.

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