Insurance

Make every policyholder interaction clearer.
From first question to next action.

From policy servicing and billing to claims intake, status and renewals, AI agents help customers get answers and move routine insurance journeys forward across voice and digital.

Built around the policyholder

Insurance questions change with the moment. The agent keeps the context.

From changing a policy to reporting a loss, AI agents can support the high-volume administrative journeys surrounding the policyholder relationship.

01

Policy servicing

Make routine policy changes easier to complete.

Help policyholders manage common service requests without waiting for an agent.

The agent can

  • Retrieve active policy details and effective dates.
  • Help update eligible contact, address or account information.
  • Route changes requiring review to the appropriate team with context.
Customer need
I moved last week. Can I update my address?
Policy context
Auto policy · Active
PolicyAuto · Active
Current addressOak Street
New address captured
AI action
Review changeSubmit update

Converged experiences

Insurance service shouldn't end with an explanation.

A policyholder may need to share evidence, understand a claim, review available options or complete the next administrative step. Keep those actions in one connected experience.

Show it

Evidence can move the case forward.

Let policyholders share supported photos, documents and claim information when the workflow requires it.

Talk it through

Move to voice without repeating the claim.

Continue the conversation with policy, claim and previously captured context intact.

Present status & options

Make complicated journeys easier to understand.

Show claim stage, outstanding documents, payment information or available next steps in structured cards.

Act

Move the workflow forward.

Start a claim, upload evidence, update eligible policy information or route the case to the appropriate specialist.

In insurance

One customer question. The answer depends on the whole policy.

A billing question may depend on payment history. A coverage question depends on the policy and endorsements. A claim status depends on documents, adjuster activity and the stage of the claim.

For the customer, it’s one question. Behind it are policies, claims, documents, payments and workflows that all need to line up.

More hold time. More transfers. More effort just to understand what happens next.

What’s happening with my claim?
Case file · CLM-28491
Policy
Active · Auto policy
Claim
CLM-28491 · In review
Coverage
Collision coverage
Documents
3 of 4 received
Payments
No outstanding premium
Next step
Repair estimate pending
AI pulls the case file together
“Your claim is active. We’ve received your photos and incident report. The repair estimate is still pending — no action is required from you right now.”

Customers shouldn’t need to understand the claim system to understand their claim.

When demand changes fast

One event happens. Thousands of policyholders need answers.

Severe weather, billing cycles and renewal periods can create sudden spikes in calls and claims. The agent handles repeatable questions and intake while specialists focus on cases that need investigation.

Scenario 01 · Catastrophe event

A storm hits once. The calls start everywhere.

Severe weather detected · Region 4
Claims started+284
Coverage questions+190
Status checks+346
AI response
Recognize affectedConfirm policyStart intakeProvide next steps
Fewer repetitive catastrophe-event contacts
Scenario 02 · Claims status surge

Waiting for an update shouldn’t mean calling again.

Claim submitted
Documents received
Assessment pending
Next action
The agent reads the current state and turns it into a plain-language update for the policyholder.
Fewer repeat “what’s happening?” contacts

Get started

Start with one high-volume insurance journey. Automate the administration around it.

Begin with claims status, policy servicing or billing — a journey already generating repeat contacts. Connect the policy and workflow systems behind it, measure the outcome and expand from there.

  1. 01
    Identify the policyholder

    Resolve the relevant policy, claim or account context.

  2. 02
    Retrieve the current state

    Check policy, billing, claim or document information.

  3. 03
    Complete the next action

    Answer, update, collect, submit or route the request.

  4. 04
    Escalate with context

    When specialist judgment is required, carry the full interaction forward.

“There was water damage in my kitchen this morning.”
Policy found
Home policy · Active
Incident captured
Water damage · Today 8:15 AM
Evidence
Photos received
Claim created · assessment next
CLM-30218 · customer notified

Related

Make insurance easier to navigate.
Make every next step clearer.

Put an AI agent to work on the policyholder journeys creating the most repetitive service demand today.