Speak human, not insurance. Using WhatsApp and AI to redefine the future of claims Qorus Innovation in Insurance Awards 2024 - Winner

Zurich WhatsApp chatbot isn't just a tool, it's the heart of our claims transformation. It's a win-win for both us and our customers: a streamlined process, happier clients, and a more efficient operation.

Here's how it's transformed our operations: • Faster Claims: Our chatbot guides customers through the claims process quickly and efficiently. Gone are the days of waiting on hold. Customers can open and track claims 24/7, right from their phones. • Happy Customers: The chatbot provides clear instructions and instant updates, keeping customers informed and in control. This reduces frustration and leads to a more positive claims experience. • Reduced Costs: The chatbot automates repetitive tasks, freeing up our workforce to handle complex cases. This translates to lower operational costs and improved efficiency. • 24/7 Available: Customers can file claims anytime, anywhere, on their preferred platform – WhatsApp! No more waiting on hold or limited office hours. • Streamlined Process: The chatbot guides customers through a clear, step-by-step process, collecting all the necessary information efficiently. • Faster Resolutions: Customers can easily upload photos and documents. The chatbot facilitates document collection, speeding up claim processing.

The results speak for themselves: • Increased Customer Satisfaction: Our chatbot has led to a significant increase in customer satisfaction with the claims process, with a satisfaction rate of 89%. • Faster Claim Resolution: Claims are now processed and settled much faster, thanks to the streamlined process, reducing handling time from 25 days to <24h in 80% of the cases. • Reduced Handlers Workload: Our agents are freed up to focus on more complex cases, improving overall efficiency (1 call = 2,4 chats).