Quick claims handling via chatbot

Task

Uncomplicated claims settlement directly in the Facebook Messenger

Background

After a lightning strike in the vicinity, the television switches off – overvoltage damage. The customer starts a chat with his insurance company on his cell phone to report the lightning strike. After the insurance company has identified the customer and checked the validity of the coverage, the insurance company asks which device is defective and asks the customer to send the invoice as a photo. The customer photographs the invoice and sends it to the insurance company via chat. The invoice is interpreted using AI and an equivalent television is searched for at Amazon. In the chat, the insurance company offers the customer to procure a new device by the next day via Amazon or to transfer the settlement amount.

Conclusion

Direct and customer-centric communication via a modern medium enables claims settlement and case-closing processing in the shortest possible time.