WhatsApp Insurance Assistant

The Challenge

What We Were Solving

A major insurance company was losing market share because their claims process took 14+ days and required in-person visits. Younger demographics refused to buy insurance through agents, and 60% of policyholders had never filed a legitimate claim because the process was too complicated.

• Claims processing averaging 14 days with 5+ touchpoints between customer and adjuster
• 40% of customers abandoning claims mid-process due to complexity and paperwork requirements
• New policy sales declining 20% YoY as younger demographics avoided insurance agents
• No self-service option — every inquiry required a call center agent at $8/interaction cost
• Fraud detection dependent on manual review — adjusters processing 15 claims/day maximum
• Policy renewal rate dropping to 62% due to lack of engagement between purchase and renewal