The insurance industry has long been a laggard in customer service automation–weighed down by complex products,regulatory constraints,and legacy systems.But that's changing fast.Bajaj General Insurance is now resolving 95% of customer grievances through generative AI chatbots,achieving one of the highest Net Promoter Scores in the industry."More than 95% of customer grievances are being handled by bots,"CEO Tapan Singhel told Moneycontrol at the Davos World Economic Forum.The achievement offers a compelling blueprint for intelligent customer service automation in insurance.
The Insurance Automation Problem
Insurance has a huge amount of data–underwriting,claims,contact centers,consumer outreach."Where data is there AI plays a big role,"Singhel said.Yet most insurers still handle routine inquiries through human agents,wasting resources on questions that could be automated–policy clarifications,delay inquiries,basic claims status checks.The cost of this inefficiency is staggering,and the customer experience suffers.
What 95% Automation Actually Looks Like
Bajaj's achievement isn't about replacing humans–it's about routing the right work to the right channel.The AI handles the most common customer inquiries,while more complicated cases are still escalated to human agents who are better equipped to handle them.The company is also using AI for basic underwriting and claims redressal,with plans to expand significantly."I predict that in two years,you will see that it gets much,much better than what it is today,"Singhel said.
The Hallucination Challenge
Singhel also emphasized the critical need for constant training to counter the tendency of AIs to"hallucinate"–generating incorrect or fabricated information."You have to look at how to constantly improve and integrate it,"he said.This is a reminder that intelligent customer service automation isn't a set-it-and-forget-it solution;it requires ongoing refinement,monitoring,and human oversight.
How Instadesk Delivers High Automation Rates
Instadesk's AI platform is purpose-built for insurers who want to achieve high automation rates:
•Pre-built insurance intents for policy inquiries,claims status,and underwriting support.
•Generative AI chatbots that handle complex,multi-turn conversations.
•Real-time compliance monitoring to catch hallucinations before they reach customers.
•Integration with policy and claims systems for real-time data access.
•Pay-as-you-go per-conversation pricing–no per-seat minimum.
Case Study–Insurer Achieves 74% Containment Rate in 90 Days
Clearcover deployed agentic AI workflows across chat,voice,SMS,and email,recording a 74% containment rate across channels and a 24-point improvement in predicted customer satisfaction scores during the initial deployment period.
Conclusion
95% automation isn't a distant dream–it's being achieved today by insurers willing to invest in generative AI.Instadesk provides a purpose-built platform that helps insurers automate routine inquiries,improve customer satisfaction,and reduce operational costs.Get a demo and see your automation rate climb.
