Automated customer support can transform insurance operations, especially claims handling. A Malaysian insurer deployed Instadesk’s AI voicebot and chatbot to automate firstnoticeofloss (FNOL) for motor claims. Results after 8 months: claim processing time reduced by 70%, call volume to claims agents dropped by 55%, and customer satisfaction increased by 35%. This case study details the insurer’s challenges, solution, and measurable outcomes.
Customer Background and Pain Points
The insurer was a midsized player with 300,000 policyholders. Its call center received 15,000 calls monthly, with 40% related to motor claim reporting. Each claim required an agent to collect policy number, incident details, date, location, and thirdparty information. Average call time was 8 minutes. After hours, claimants left voicemails, causing delays of up to 24 hours. Claim processing (from FNOL to approval) took an average of 5 days. Customer satisfaction for claims was only 62%.
The Solution: Automated Customer Support for Claims
The insurer deployed Instadesk’s omnichannel automation: a voicebot for phone claims and a chatbot on the website and WhatsApp. Key features included:
• Voicebot collected FNOL data: policy number, incident date/time, location, description, and thirdparty details.
• Chatbot handled nonurgent claims and provided realtime status updates.
• Integration with claims management system (CMS) to automatically create claim records.
• Automated triage: routine claims (e.g., minor dents) were approved instantly; complex cases were assigned to adjusters.
• 24/7 availability: claimants could report accidents any time, even on weekends.
Implementation and Results
Deployment took 3 weeks using Instadesk’s insurance template. After 8 months:
• Claim processing time: Reduced from 5 days to 1.5 days (70% reduction).
• Call volume to claims agents: Dropped by 55% (from 15,000 to 6,750 calls/month).
• Automation rate: 65% of FNOL calls handled entirely by voicebot.
• Customer satisfaction: Increased from 62% to 84%.
• Claim adjustment costs: Reduced by 20% due to faster triage and automated approvals.
Key Lessons for Insurers
• Automating FNOL with voicebot slashes processing time and improves customer experience.
• Integration with claims management system is critical for endtoend automation.
• 24/7 availability captures afterhours claims, reducing backlog.
• Automated triage of routine claims frees adjusters for complex cases.
How Instadesk Delivers Automated Customer Support for Insurance
Instadesk’s platform includes insurancespecific voicebot and chatbot templates, prebuilt connectors for common CMS, and realtime analytics. The voicebot uses Bahasa Malaysia and English NLU to understand natural descriptions of accidents.
Conclusion
This Malaysian insurer proved that automated customer support can dramatically reduce claim processing time and improve satisfaction. Other insurers can achieve similar results with Instadesk’s solution.
