Policybazaar launches AI-enabled WhatsApp bot for smooth settlement of group health insurance claims

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Gurgaon, Haryana, India (NewsView)

Policybazaar, one of India’s largest online insurance marketplaces, has launched its AI-enabled WhatsApp chatbot to automate and speed up the claims process for all its corporate clients. The feature is designed to provide seamless support with notification and claims resolution via WhatsApp to all employees and their families covered by the plan.

By registering for this service, the user can chat with the claims support bot on WhatsApp, choose the appropriate option and provide hospitalization and expense details. Customers will be notified of downloadable documents which can be sent via WhatsApp itself. The user can then track the status of their request after the ID is generated. Since launch, more than 15,000 users have already used the service to enroll their dependents and receive claims assistance. The feature makes documentation easier with online image uploading, on-the-go claim filing, and 24/7 online claim tracking, among other benefits.

Speaking about the newly launched feature, Tarun Mathur, Commercial Director – General Insurance at Policybazaar, said, “Conventionally, consumers had to follow up by phone or email regarding claims with insurers. This is not only cumbersome, but also leads to unpredictable wait times, which is even more complicated in a remote work setup. To iron out friction at the crucial moment of truth, we launched an automated communication platform. This is integrated with insurer and TPA APIs, eliminating the need for human intervention to accept claim information and documents. Employers are going the extra mile during the pandemic to ensure employee well-being and we’re here to help them step up their efforts in this business.

Since its launch, the app-based claims process has already resulted in a 40% reduction in queries regarding claim status, e-cards and other claim filing issues. Additionally, there was a 10% increase in the number of claims submitted digitally. Revolutionizing the claims process with its virtual advantage, the bot has eliminated the hassle associated with piles of physical paperwork.

Leveraging digital innovation, this feature was designed to solve the most common problem in the insurance customer journey. By facilitating an end-to-end claims journey for consumers through the WhatsApp bot, the goal is to provide a 360-degree health insurance experience for consumers. After the COVID-19 outbreak, health issues proliferated dramatically, as did the number of claims. With the accelerated adoption of digital solutions, employers can now better ensure employee wellbeing.

About Policybazaar (www.policybazaar.com)

Policybazaar.com is one of the largest insurance marketplaces in India. It is the flagship platform of PB Fintech Ltd. Policybazaar.com began with the goal of educating people about insurance products and with its offerings has reached out to the vast, highly under-tapped online insurance markets.


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