Insurance

The insurance claim begins in the customers’ AI assistant

A glimpse into the future of insurance

After an accident, your customers no longer file claims via forms or hotlines. They simply ask their AI assistant for help.

Success in a nutshell

Instant claim intake

photos, data, coverage check – fully automated within seconds

Less manual processing

standard claims are processed without the intervention of a claims adjuster

Higher customer loyalty

insurance companies that help at the moment of the claim are seen as partners

Headline

The ideal length should range between 200 and 250 characters. Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast of the Semantics, a large language ocean.

Challenge

Why insurance interactions are undergoing a fundamental change

In the future, customer will no longer interact directly with insurance companies – but increasingly via AI assistants that support them in their daily lives. These agents research offers, compare policies, file claims and organize services. Insurance companies must therefore make their capabilities available through AI agents. Those that fail to do so will no longer be visible in many AI-mediated customer decisions.

Solution

How AI agents orchestrate claims

The next insurance dialogue also takes place between AI agents

Lena Meier, a loyal customer, reports a bicycle accident via smartphone while her AI assistant Clara floats beside her, supporting her in capturing photos, location data, and initiating the claim report process. Created with AI

Your customer Lena had an accident with her e-bike and files the claim through her AI assistant, Clara. Clara connects with the claims agent of Lena’s insurance company, coordinated via the BSI Agent.

Lena Meier, a loyal customer, reports a bicycle accident via smartphone while her AI assistant Clara floats beside her and communicates via the BSI Agent with the Claims Agent to transmit photos, location data, and efficiently initiate the claim report process in customer relationship management. Created with AI

The claims agent automatically processes the claim. It records and analyzed photos, location data and accident information and organizes all relevant details regarding the claim. It then reviews coverage, policy information and claims history. Based on this, the claims agent assesses the damage and decides on the next steps – from repair recommendation to payout.

Lena Meier, a loyal customer, stands relieved next to her bicycle after the incident while a service agent confirms the successful processing of her claim and transparently informs her about the completion within customer relationship management. Created with AI

The BSI Service Agent informs Lena about the repair, status and payout.

WHY BSI

Why AI agents will become the new access channel for insurance companies

BSI enables insurance companies to become part of this agent economy.

Orchestration of AI agents across customer and partner channels
Connection of customer, policy and claims data
Automation of consultation, policy issuance, claims processing and service
Integration of insurance, service and partner agents

Result: Insurance companies become AI-enabled risk partners that interact seamlessly with their customers’ AI agents.

Benefits for everyone

Help when you need it most

The customer describes the accident to her AI assistant – the rest happens automatically. Claims intake, coverage check, status report. Insurance that really works when you need it most.

Faster claims processing

Standard claims are automatically recorded, reviewed and processed. Less backlog, shorter processing times, scalable claims handling.

Focus on complex cases

Routine claims are handled automatically. Claims adjusters focus on exceptions and goodwill decisions – where human judgment matters.

Porträt einer Entscheiderin in der Versicherungsbranche – steht für digitale Kundenerlebnisse, moderne CRM-Strategien und zukunftsorientierte Customer Experience in der Insurance-Branche.

Insurance solutions

There are many reasons why most insurance companies in Germany count on the BSI Customer Suite. One of them is called Digital Operational Resilience Act (DORA).

BSI for Insurance & Health

Porträt von Oliver Hechler, Community Manager Insurance bei BSI Software

Let’s talk

I would be happy to assist you at any time.

Oliver Hechler
Community Manager Insurance

+49 89 189 170 912
oliver.hechler@bsi-software.com

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