An insurer improves its customers' experience with a digital assistant on WhatsApp
Through an automated digital assistant, a regional insurer let its customers report minor claims, buy insurance and handle inquiries from WhatsApp, improving the policyholder experience and reducing operating costs.
A close, always-available digital channel for its policyholders
During the pandemic, a major regional insurer began exploring new ways to be closer to its customers, prioritizing digital channels that could keep service running.
In 2025, it took that evolution a step further by modernizing its WhatsApp service, adding a digital assistant that simplifies key tasks for both policyholders and brokers, from a single channel and without waiting for a human agent.
Supporting the policyholder in critical moments
In the insurance sector, many contacts happen in stressful situations, such as a claim. Before this deployment, policyholders had to wait for an agent to start simple tasks, which generated delays, friction and greater operating load.
The challenge was to speed up digital service, allowing customers to resolve frequent tasks autonomously, without losing clarity, reassurance or trust in the process.
A digital assistant to automate service on WhatsApp
The insurer deployed an automated digital assistant on WhatsApp that lets customers complete key tasks in a guided way and without human intervention.
Today, policyholders can:
- Report a minor claim from their phone
- Receive real-time instructions
- Upload photos and documentation
- Get immediate confirmation of the request
In addition, the assistant lets users buy insurance, request roadside assistance and check policy information—all from a single digital channel, available whenever the customer needs it.
The same channel is also used by insurance brokers, who can carry out various tasks in an agile, reliable way.
The impact of AI automation
Deploying the digital assistant produced clear benefits for everyone involved: policyholders, brokers and the operations team.
Verified satisfaction
Of users rated the experience as good or very good.
A better policyholder experience
In stressful situations, customers resolve a minor claim without waiting for an agent.
Mayor eficiencia operativa
The need to send a technical report was eliminated in many cases, reducing time and costs.