When it comes to insurance, customers expect a hassle-free and quick resolution to their claims, and any delays in the process can lead to customer dissatisfaction. However, the process is often burdened by bad communication, incomplete documentation and administrative overhead. 

A streamlined process – via WhatsApp

The whole process can easily be automated and sped up using WhatsApp. Upon filing a claim, customers receive an automated message via WhatsApp, guiding them through the initial steps of the process. They send images and videos directly to the insurance company, providing clear evidence of the damage or incident. A chatbot powered by Infobip’s services engages customers in a conversation, collecting essential information related to the claim, such as policy details, incident descriptions, and contact information.  

Requirements 

Infobip requirements:

Infobip Account: Sign up for an Infobip account if you don’t already have one. You can create and try it out for free. This way you will have access to Infobip’s services, including the WhatsApp Business API. 

Other requirements:

1. WhatsApp Business Account: Set up a WhatsApp Business Account if you haven’t already. This may involve verification and approval from WhatsApp. 

2. Customer Relationship Management (CRM) System: You can use Infobip solutions with your existing CRM system – most will support integration with Infobip API.

Implementation 

 1. Infobip Integration:

Use the Infobip API for WhatsApp to use WhatsApp as your communication channel. 

Follow the Authentication guide to secure your connection with Infobip. To make sure that your incoming traffic is connected to your API, follow the instructions in the Edit Configuration section.

2. CRM Integration 

Integrate Infobip API into your CRM on your own or save time and browse our Exchange platform to explore existing integrations with most widely used CRM systems and other software.

3. Chatbot development: You can either develop your own chatbot that will interact with customers on WhatsApp or use Infobip service Answers for a fast and seamless chatbot build.  

Benefits of WhatsApp automatization

Accelerated Claims Processing: The time required to process can be radically reduced. Customers receive quicker resolutions, leading to improved customer loyalty and retention.  

Cost Savings: Automated processes and reduced manual intervention significantly lower the administrative overhead costs.  

Fraud Prevention: The ability to collect images and videos directly from customers helps in the early detection of fraudulent claims, saving time and money.  

Improved Customer Satisfaction: Customers were happier with the streamlined and convenient claims process, leading to positive word-of-mouth and increased referrals. 

For more inspiration, see how Laqo insurance digitized their customer experience using Infobip products, AI and chatbots.