Ultimately a claim resolved painlessly is a customer retained for life. Ultimately a claim resolved painlessly is a customer retained for life. (Photo: iStock)

Insurance claims is a stressful process. Members don’t remember what plan they purchased and can’t recall their deductibles. They are coming in at a vulnerable and stressful moment — something has gone wrong, like an automobile accident or a serious medical issue, and they are hoping that their insurance company can help. Insurance companies, meanwhile, are burnt by too many fraudulent claims and their first reaction is often a mixture of caution and suspicion. One mistake can affect their bottom line. No wonder empathy gets relegated to the “nice-to-have” list.

Conversational Artificial Intelligence, or a system that allows computers to communicate with people via phone or text in a way that feels authentic, even human, can simplify the claims process for the customers, assure them that the insurance companies are here to help, and answer every question with nary a tinge of irritation. And it can do this while following compliance and security guidelines required by insurance companies and ensure strict adherence to detailed claims operating procedures for improved financial results.  It’s also a huge time saver. With conversational AI, insurers can better process the increased volumes of calls and inquiries. As a result, the claims process can drop from a typical 72 hours to minutes.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.


  • All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.

Already have an account?


© 2023 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.


Complex Claims & Litigation Forum 2024Event

The conference experience aimed to help insurers and litigators Prevent, Prepare, and Prevail in complex claims cases and risks.

Get More Information


Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2023 ALM Global, LLC. All Rights Reserved.