Development of AI Chatbot for Insurance Companies
Insurance chatbot covers full cycle: from product consultation to insurance claim submission. Greatest value — claims settlement automation, where each request requires data collection, documentation, and initial assessment.
Key Scenarios
Insurance Selection and Calculation:
- Auto Insurance (OSAGO/CASCO): bot collects data (VIN, vehicle documents, driver experience), calculates cost, offers options
- Health Insurance (DMS): program selection by criteria (clinic list, services, budget)
- Property Insurance: guided questionnaire, instant calculation
Claims Settlement:
- FNOL (First Notice of Loss): bot receives initial claim notification
- Document Collection: completion instructions, photo upload directly in chat
- Payment Status: insurance CRM integration
Policy Renewal:
- Reminder at 30/14/7 days
- Quick renewal without re-filling forms
FNOL Workflow
Client: "I had a car accident"
Bot: "Sorry to hear. Let's file a claim.
1. Any injuries? If yes — call ambulance (103) first"
→ No injuries:
Bot: "Did you call traffic police or filing by European protocol?"
→ Collects: date/time/location, other party (if any),
damage photos, accident diagram
→ Creates CRM ticket with case number
Bot: "Your case #UB-2024-4521 accepted. Insurance agent will contact within 24 hours.
You can track status by this number."
Document Flow Through Bot
Client uploads photos/PDFs directly in chat: passport (data recognition via OCR), policy, accident documents. Bot verifies document (type, readability), extracts data, attaches to case.
Integrations
- AIS Insurance / Guidewire / Duck Creek: insurer CRM
- RSA Database: OSAGO policy verification
- VIN/Traffic Authority API: vehicle data verification
- Credit Bureau: for complex products
Metrics: % FNOL submitted via bot vs call center; time from claim filing to document receipt; NPS for settlement process.