Artificial intelligence chatbots: Friend or foe?

Artificial intelligence chatbots: Friend or foe?


Is that a Chat Bot at the end of the phone?

chatbot insurance

For personal lines insurance, a simple example of how to streamline this process is using online chatbots through which consumers can learn about products and get covered. These have existed for a few years, but integrating generative AI can make them more capable at answering difficult questions with human-like responses. Chatbots are also being used for commercial insurance, with cyber insurance MGA Cowbell now providing a GPT-powered chatbot that helps brokers and policyholders receive guidance on risk assessment, cybersecurity and the claims process. 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. Automation and the use of Chatbots and Intelligent Virtual Assistants can respond to all types of enquiries, they can process claims, streamline settlement times and increase transparency to your customers.

chatbot insurance

​You can also request a personalized live demo where we can show you the most relevant features and functionalities based on your business sector and individual requirements. If that’s what you foresee for the future of your business and want to explore digital transformation, you’ll need the right software by your side — like iovox Insights. The more you use the AI solution, you’ll find new ways to customize it to benefit your business. This way, iovox Insights will keep getting more powerful and help you boost your customer service. Here are various use cases in which conversational AI can improve the insurance sector. In this article, we’ll take a quick look at what conversational AI is and discuss how conversational AI is improving the insurance industry.

Home Insurance

Their services include electricity packages with multiple pricing options, turnkey solar panel installation services, electric car charger installation, and special offers for customers who want to sell their generated electricity back to the grid. They’ll also package home key insurance with any of your electricity contracts. IIs should also consider the IA’s updated FAQs[1] in relation to the anti-money laundering and counter-terrorist (“AML/CFT”) requirements. EngagerBot – get more sales, leads, and conversions with engaging chatbots. Awareness around chatbots for insurance is starting to grow, and we see more and more platforms move to integrate chatbot facilities. Make your insurance chatbot using our super easy point-and-click insurance chatbot software.

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Open our Aviva Pension to invest for your future – and transfer pensions in. The Aviva Community Fund offers support, advice and funding up to £25,000 for community groups across the UK. From supporting your community to staying safe online, and insightful news and guides on your money, your things and your life. The simplest way to stay close to your policy info, and any offers or discounts, is to get the MyAviva app on your phone. Pick the product you need help with, and we’ll be able to give you the contact details you need.

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Not all visitors are hot prospects, and many don’t always know where to find the information they’re interested in. Maybe they just heard your brand name in passing and decided to explore. By asking a series of qualifying questions, you can route visitors to the best place for them to find the information they want without ‘selling’ to them. Her extraordinary net promoter score (NPS) – the percentage of customers wanting to recommend her to others – is currently at 78% and continues to rise. Without her, customers would have had to wait hours for the call centres to open and then join long queues to speak to someone.

chatbot insurance

Despite the benefits, the implementation of AI chatbots is not without its hurdles. But these challenges are not insurmountable if they are addressed appropriately during the process of implementing chatbots. Companies today are not merely testing the waters but are already implementing AI chatbots in various areas of their operations. He specialises in building sales growth for Väre through innovative digital channels.


Risky business, and even riskier decisions – that’s where machine learning in risk assessment for B2B loans finds a pl… Decoding the labyrinth of how insurance companies determine premiums isn’t as daunting as it seems. Insurtech — AKA insurance technology — is the catch-all term to describe the new wave of startups and innovation that are changing the decades-old sector.

It is apparent that this space is evolving in a way that will see new technologies having a tremendous impact on how insurers interact with their customers. With traditional quoting engines, less than 50% of users (sometimes as low as 10%) complete the flow and submit their email, according to Joseph. ProNavigator is seeing an average form completion rate of 78% with its system, meaning some brokers are generating almost 30% more leads by embedding a chatbot on their website.

Automate Redundant Queries

If not, it searches third-party data and the company’s website and uses OpenAI’s GPT model to write a draft database entry. The AI-generated company profile is automatically populated into ATLAS and labelled for the research team to review and finalise. Tata Capital, the financial services arm of Tata Group, has enhanced its existing online voice chatbot with OpenAI’s GPT. Customers can speak to or message the bot to resolve queries related to insurance or other financial products. Almost a year into the release of ChatGPT and the practical business use cases are starting to emerge.

However, time will tell whether those issues can be overcome, and whether it can become a useful tool for underwriters. One of the biggest disadvantages when using AI is the risk of errors and mistakes within its output. ChatGPT is not an anomaly in this respect, as it has been reported by CNET to ‘Sometimes write plausible-sounding but incorrect nonsensical answers’.

Save time and money, reduce resources and improve customer satisfaction with a chatbot today. Harry Croydon and Jonathan Croydon from start-up insurer MIC Global, which launched a Lloyd’s syndicate in 2022, explain how MIC is using generative AI for customer service and operations. They also suggest four immediate areas of focus for the insurance industry. Chatbots can guide customers through the claims process, providing step-by-step instructions and clarifying any doubts they might have about required documentation or next steps.

Thanks to advances in the science of linguistics and the application of AI, insurers today can reset their preconceptions, and see beyond the fallibilities of today’s generation of untrained chatbots. This surprisingly low adoption rate potentially has a big negative impact on insurers, as customers are generally directed to an agent through live chat, or with an agent having to respond personally to an online contact form. In consequence, costs of processing enquiries goes up, customer experience goes down as, despite the cheery music when you are placed on hold, no one is happy to wait for support that could be instant. The value of conversational AI for insurance customer service continues to expand. Chatbots appear to be an appealing option where insurance companies are striving to bring mass personalisation and speed of service to their customers.

Additionally, an insurer using AI technology can improve the customer support provided by a human agent. This also includes using an AI bot to streamline customer care experiences, automation of claims processing, end-to-end resolution of routine queries, etc. Historic policy documents are also being used to train AI models to answer questions customers may have about their policies in easy to understand chatbot insurance language. LLMs could greatly improve the customer experience when purchasing and dealing with insurance, and lead to great efficiencies in the industry. Providing live chat software over 16 years for various different industries, including 25% of UK Universities with nearly 40% of our customer base comprising of Public Services, Charities and Insurance companies, we are specialists in these areas.

chatbot insurance

A play on words, Johan Helbotti would loosely translate to “Finally that helped! [2] The Mainland Compulsory Traffic Accident Liability Insurance for Motor Vehicles is a statutory third-party liability motor insurance covering liability arising from property damage and bodily injury or death of third parties in the Mainland. Do not deal with unlicensed persons offering insurance and if they are interested in buying insurance in Hong Kong, they should do so from a licensed insurance intermediary. For the most part the IA considers itself akin to a doctor or a consultant aiming to leave a broker company in a better place than where it started before the start of the inspection.

chatbot insurance

With the help of LLMs, this process could lead to more potential savings. The use of artificial intelligence (AI) chatbots is poised to greatly impact the insurance industry. From automating tasks and improving efficiency to enhancing customer service, AI-powered chatbots have a key role to play. From back-office tasks to handling customers, virtual assistants, a.k.a., chatbots are innovating the Insurance sector by leaps and bounds. From shopping for – and even self-servicing aspects of – insurance policies online to comparing policy quotes and prices, customers have evolved, and so have their expectations from the insurers.

  • Chatbots can simplify comprehension by providing easy-to-understand responses.
  • ‘Guide’ chat bots and ‘conversational’ chat bots differ in their coding and purpose.
  • This could be used to develop new products, better marketing and competitive pricing.
  • Make your insurance chatbot using our super easy point-and-click insurance chatbot software.

Can insurance be automated?

Policy management: Insurance automation takes the complexity out of policy management by automating the policy issuance workflow and sending out automated policy renewal alerts. Insurers can also create virtual policy management assistants to walk customers through the process of updating or renewing their policy.