Insurance Providers

Automation and the use of AI Assistants can respond to all types of enquiries, they can process claims, streamline settlement times and increase transparency to your customers.

Retain the personal touch with the ability to hand-off to a live agent when required, based on predefined rules and scenarios ensures that your customers always feel listened to and valued.

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AI Assistants for insurance providers

Customers are demanding better, faster and more effortless experiences than ever before, whether via the website, on the phone, or through social channels - and insurance is no different.  Being able to optimise performance whilst enhancing customer experience is the panacea and service automation can play a big part in this journey. But there is a fine balance in reducing costs and increasing efficiency whilst driving higher levels of customer satisfaction. This is where blending service and process automation with live advisors can offer an instant and enhanced service whilst delivering a personalised experience.
There are various stages in a journey where customers need to interact with insurance companies, whether getting quotations, asking questions, updating policies or making claims. In this modern world no-one wants the frustration of being stuck in queues waiting to speak to an advisor when self-service offers a powerful alternative on the customers channel of choice.

Use cases for Insurance AI Assistants

Some exampes of the ways that converse360's Assist-Me Customer Service Automation Platform enables Insurers to streamline processes and deliver exceptional customer service to customers.

FAQs & Signposting

Answer common questions and provide links to more detailed information, your digital portal, web pages and documents


Enable customers to transact in numerous ways. Make payments, change payment details, or even highlight if they are struggling to make a payment

Claim Management

Many tasks within the claims process such as requesting a claim form, checking eligibility, making a claim, checking the status of a claim, providing information for a claim

Dynamic/Interactive Forms

Make forms more dynamic, let capturing mundane information be conversational and have responses steer your customers to relevant knowledge with minimal effort


Automate the setting up, amending or cancelling of appointments, with integrations to calendars, CRM and scheduling

Emergency Triaging

Assist callers to check basic issues themselves, watch how-to videos, self-diagnose problems, share images to assist repairs

Policy Information

Manage all aspects of a policy including the ability to look up a policy, check any excess, amend policy details, renew or cancel policy

Interactive Surveys

Request feedback and make it simple for customers to air their views whether positive or negative, one click or detailed questionnaires

More than a chatbot or RPA

Automated customer service processes can be delivered though a variety of media including telephony, social media, SMS, email, web, smart devises, kiosks/video screens and also your existing digital portals or within apps.

converse360's Assist-Me Customer Service Automation platform makes it easy to create a process once, edit the workflows to suit either messaging, speech or visual elements and publish it to your channels of choice.

Benefits for your customers and your Customer Service team include:​

  • No more queues for customers who want instant responses
  • Extend your opening hours to 24/7
  • Enable customers to self-serve using natural conversation, speaking or typing
  • Reduce calls into Claims or Customer Service teams
  • Triage monotonous and repetitive calls to enable advisors to focus on more complex enquiries
  • Provide a compliance audit trail of interactions with customers

Insurance providers can choose virtual assistants to automate specific processes and free up live advisors for other tasks or enquiries. All interactions are proactively monitored and triggers are configured to detect when customers are getting frustrated or need further assistance, and the system automatically offers a transfer to a Customer Services Advisor and passes the relevant information across. Ensuring a successful call resolution and a great customer experience.

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