Scale claims and renewals with conversational AI for insurance
Conversational AI in insurance means every policyholder gets an instant, accurate response, whether they’re checking a claim at 11pm or renewing a policy mid-journey.
The gap between what policyholders expect and what most insurers deliver
Customers want instant answers, transparent claims, and proactive communication. Most still get hold queues, email chains, and days of waiting.
Long hold times and slow claims erode trust
Support teams burn time on repetitive, low-complexity queries
Every friction point is an opening for a competitor to step in
How conversational AI in insurance changes the equation
Agentic AI goes beyond scripted chatbots. Instead of following rigid decision trees, AI agents reason through each policyholder’s request, pull data from your systems, take action, and escalate when the situation calls for human judgment. They handle multi-step workflows autonomously, from claims intake to document collection to status updates, without a human managing every step.
Infobip AgentOS deploys AI agents that handle the full interaction, from first question to resolved case, across WhatsApp, SMS, voice, web chat, and 15+ other channels.
Instant answers to policy, billing, and coverage questions
Step-by-step claims guidance with real-time status updates
Proactive outreach for renewals, payments, and upsell moments
Seamless handoff to human agents when complexity demands it
Four steps, one continuous journey
Conversational AI transforms the insurance experience by guiding customers seamlessly from their first question to post-resolution support, all in one intuitive platform.
Step 1: Inquiry received
Step 2: Action taken
Step 3: Handoff when it counts
Step 4: Journey continues
Features of our conversational AI for insurance
Build once, deploy across WhatsApp, SMS, RCS, voice, email, and web chat. Context follows the customer across every switch.
Collect details, verify coverage, and process straightforward claims end-to-end. Complex cases escalate automatically.
Transfers happen instantly, with complete conversation history and AI-generated case notes. Human agents pick up exactly where the AI left off.
Trigger renewal reminders, payment prompts, and personalized recommendations based on customer behaviour, not just inbound queries.
SOC 2 Type II, GDPR ready. Role-based access, data isolation, full audit trails.
Monitor resolution rates, CSAT, and agent performance from one dashboard. Spot gaps before they become complaints.
Benefits of conversational AI in insurance
Conversational AI offers tangible benefits that drive efficiency, satisfaction, and growth. By reducing costs and improving customer satisfaction, conversational AI helps insurers optimize their operations and enhance the overall customer experience.
24/7 availability, zero queue
Lower cost per interaction
Faster claims resolution
Higher customer satisfaction
Agents focused on what matters
Scalability without headcount
Use cases of conversational AI in insurance
Our conversational AI solutions are tailored to address the most critical use cases of insurance.
Customer stories: Successful implementations of conversational AI
AXA Partners: Automating roadside assistance with WhatsApp .
20%
cases opened through WhatsApp .94%
CSAT rate .
LAQO Insurance elevates support with Infobip’s Gen-AI and Azure OpenAI partnership .
30%
of queries are handled by the AI digital assistant .90%
of queries are handled within 3-5 exchanged messages .
Life Insurance Department at Covéa Group: 11% conversion rate with pioneering conversational marketing campaign via RCS powered by Infobip .
11%
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{{meta.stats[2].content}} .Seamless integrations with your existing systems
With our wide range of integration options, you can build a conversational AI solution on top of your existing systems.Â
Frequently asked questions
AI-powered agents that handle customer interactions, including claims, policy queries, and renewals, across channels like WhatsApp, SMS, and voice, with human escalation when needed.
Yes. SOC 2 Type II certified and GDPR ready, with configurable guardrails and full audit trails.
WhatsApp, SMS, RCS, voice, web chat, email, and 15+ more. Context persists across channel switches.
Both. Outbound journeys, including renewal reminders, re-engagement, and payment prompts, are fully supported.
Start with a no-code visual builder or pre-built templates. Full developer access is available for custom builds.
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