AI Contact Center That Handles Claims Intake and Policy Service at Scale
FNOL captured at first contact. Claims status answered without a queue. Surge events absorbed — without growing your team.
Insurance contact centers operate at the intersection of high-emotion moments and high-volume administration. A policyholder calling after a car accident deserves immediate, empathetic assistance — not a 20-minute hold. At the same time, the vast majority of inbound contacts are routine status checks, policy queries, and document requests that don't require expert judgment. Lobbi handles the routine layer completely and the emotional moments with the right human at the right time — every time.
Customer Service Challenges in Insurance
Insurance contact centers face a tension between empathy, compliance, and operational scale that few other industries match.
FNOL Quality and Completeness
First Notice of Loss is the foundation of every claim. Incomplete or inaccurate FNOL intake costs time and money throughout the entire claims lifecycle. Getting it right at first contact requires a structured, guided process that stressed callers rarely receive at peak times.
Claims Status: The Volume Problem
"Where is my claim?" is the single most common inbound contact category for most insurers — and it requires zero claims expertise to answer. Yet it consumes significant claims handler time that should be spent adjudicating, not status-checking.
Renewal Churn at Scale
Most insurance churn is passive — policyholders don't actively cancel, they just don't renew. Without proactive outreach at scale, insurers lose renewals to price comparison sites and competitors. Manual renewal calls are expensive and reach only a fraction of the at-risk book.
CAT Event Volume Surges
A major storm, flood, or wildfire creates an overnight 10-20x contact volume spike. Every affected policyholder needs FNOL support simultaneously. Contact centers simply cannot staff for these events — and the policyholders who wait the longest remember it longest.
How Lobbi Transforms Insurance Customer Operations
Lobbi connects to your policy and claims management systems through REST API integrations, giving the AI the data to handle routine contacts and a complete intake for everything else.
Structured FNOL Intake
The AI guides policyholders through a complete FNOL conversation with a guided flow — incident details, involved parties, witness information — at any hour, without a queue. Photos of the damage sent via WhatsApp or webchat are analysed by the AI. The intake is passed to your claims system through an integration, or to a claims handler as a ticket with an AI summary. Voice FNOL calls can be recorded and transcribed with speaker separation, and platform access is secured with two-factor authentication and IP whitelisting.
Live Claims Status Lookup
Policyholders get their claim status, next steps, outstanding document requests, and estimated settlement timeline — live from your claims system — without a handler involved. The highest-volume contact category, fully automated.
Renewal Outreach
Coming soon: with Outbound AI, Lobbi will contact policyholders ahead of renewal. Today, policyholders who call or message about their renewal get answers on coverage and premium from your systems, and anyone wanting to adjust coverage is routed to a licensed broker.
CAT Event Surge Handling
During catastrophe events, the AI answers every FNOL contact without a queue and scales with peaks in demand. Priority rules and escalation policies move urgent claims to the front and alert supervisors before response deadlines are missed, and callers waiting for a handler can request a callback.
Escalation with a Safety Net
When a caller is in crisis after a major loss or asks for a person, the AI transfers to a human claims handler, who sees the conversation history and the AI summary. If the transfer is not answered in time, the caller hears a spoken message in their own language instead of endless hold music. Ticket sentiment is scored after the conversation, so supervisors can review the hardest calls.
Policy Document Assistance
The AI answers policy coverage questions using your product documentation — what's covered, what's excluded, excess amounts, geographic scope — grounded in the policy wording you upload to the knowledge base.
Common Insurance Use Cases
Across motor, home, health, life, and commercial lines — where insurers deploy Lobbi today.
Motor Accident FNOL
AI collects collision details, third-party information, police report numbers, and injury declarations — from a roadside caller — quickly and completely, routing the intake to the right claims queue.
Home Insurance Claim Intake
Burst pipe, burglary, or storm damage — AI captures the relevant details and photos of the damage, explains the emergency assistance in your policy documentation, and routes the claim to the right queue with priority, while policyholders are still on-site.
Claims Progress Questions
Policyholders ask what is happening with their claim at any time, on any channel. The AI reads the milestone from your claims system — loss adjuster assigned, assessment complete, payment approved — and explains the next step.
Policy Renewal Conversations
Policyholders approaching renewal call or message with questions. The AI confirms their details, answers "what does my policy cover?" questions, and hands off to a broker when a coverage change is requested.
Document and Evidence Collection
Policyholders send photos and documents via WhatsApp or webchat during the conversation. The AI analyses images, tells the policyholder which items are still outstanding according to your claims system, and keeps everything with the conversation for the claims handler.
Keypad Survey After Handler Calls
When a claims handler hangs up, the caller can rate the call in a keypad survey on the phone — started automatically, or sent by the handler with one button. Scores appear in the Survey Dashboard, per channel and period.
Frequently Asked Questions
Can Lobbi handle First Notice of Loss (FNOL) intake?
Yes. Lobbi's AI handles FNOL intake via voice or chat — collecting incident details, policy information and involved parties in a structured guided flow, and analysing photos of the damage sent via WhatsApp or webchat. The completed intake is routed to a claims handler as a ticket with an AI summary, or written to your claims system through an integration.
How does Lobbi support insurance renewals?
Today Lobbi supports renewals on the inbound side: policyholders who call or message about their renewal get answers on coverage and premium from your policy system, and anyone who wants to change coverage is routed to a licensed broker. Your agents can also place outbound calls and send emails from the desktop, with a ticket created automatically. AI-initiated renewal outreach is part of Outbound AI, which is coming soon.
Can Lobbi handle claims status inquiries without a human agent?
Yes. Lobbi connects to your claims management system through an integration to provide claim status, next steps, estimated settlement timelines, and outstanding document requests during the conversation — without a claims handler involved. This is typically one of the highest-volume contact categories for insurers.
Does Lobbi work for both personal and commercial lines insurance?
Yes. Lobbi supports both personal lines (motor, home, health, life) and commercial lines (SME, liability, property). Knowledge bases, bots and integrations are configured per product line or brand, so policyholders and brokers get answers that fit their policy.
How does Lobbi handle distressed callers during a claim?
Lobbi's voice AI is configured with an empathetic conversation style for FNOL and claims contexts, and transfers to a human claims handler when a caller asks for a person or the situation calls for one — the handler sees the conversation up to that point. If the transfer is not answered in time, the caller hears a spoken message in their own language instead of endless hold music. Sentiment is scored after the conversation, not from the caller's tone of voice.
Ready to Transform Your Insurance Contact Center?
See a live demo using your lines of business — FNOL intake, claims status, or renewal questions. We build the demo around your actual use cases.