12 Use Cases of WhatsApp Chatbot For Insurance – Improving Lead Quality & Customer Service

Updated: Jul 8


ORAI's blog on WhatsApp Chatbot for Insurance
WhatsApp Chatbot for Insurance

Like every other industry, the insurance sector is also majorly running through online channels these days. But still, insurers face everyday challenges in gaining and retaining customers. Why?! Because traditional customer service methods involve a lot of waiting period for insurance buyers.


The questions consumers come with are very critical in making their insurance-buying decisions. They want to know about policy terms, benefits, claiming process, documentation, and more. So, if they don’t receive a satisfactory answer on-time, the chances of conversion go low.


Issues in the Insurance Customer Service

Unlike many businesses online, insurance is not about having a beautiful website or social media page. Of course, they play some role in attracting people, but customers are achieved by top-quality experience and inexpensive policy premiums. Instant communication and prompt services are keys to giving customers real value.


The issues occur when insurance companies fail to meet customer service expectations due to outdated methods and technologies.


No customer feels happy if a business takes hours and days to just respond to their query let alone solving it.


Web pages and contact forms are unresponsive elements with one-way communication ability. They allow customers to see information, click buttons, and fill a form. Such channels provide nothing beyond 1% to 3 % of conversion rates. This means that around 97% of users feel that the digital experience is not up to the mark.


Emails and SMS messages have also reached the threshold of performance. This is due to the long TAT in contacting people who even see and click the CTA. And then, there are phone calls with long waiting times, wrong information, and inconsistent services. And making 24*7 support available takes a lot of money to hire a team of human agents.


Solutions Possible with WhatsApp Insurance Chatbot


Using an AI-powered WhatsApp chatbot for insurance resolves all customer support issues because:


  • It’s available 24*7

  • One bot for any scale of customer interactions

  • AI/ML intelligence for smart responses

  • Personalized assistance for every customer

  • Requires lesser investment than hiring a huge support team

  • Better conversational engagement


WhatsApp Chatbot for Insurance – Top 12 Use Cases


With WhatsApp chatbot, more than 80% of the customer service activities can be automated with improved quality of support.


Here are all major use cases of WhatsApp chatbot for insurance to bring automation:

ORAI's infographic showing WhatsApp chatbot use cases for Insurance
WhatsApp chatbot use cases for Insurance

1. Automating Lead Capturing

First and foremost, an AI-powered WhatsApp chatbot for insurance can capture insurance leads from all different channels. Intelligent bots can quickly collect a prospect's name, email address, phone number, and other details. Plus, they can engage them in a two-way conversation on web pages, social media platforms, and digital ads as well.

Leads keep on coming to the sales team 24*7, so they can keep the pipeline moving with new deals every day.

If you want to see how it works, click on our WhatsApp opt-in.

2. Automatically Qualifying Leads

Qualifying a lead is extremely important to understand if the requirements of a prospect align with what you are offering. At the same time, lead qualification also tells you about the level of interest a prospect has in buying your product.

With a WhatsApp chatbot for insurance, this process can become efficient without asking for too many agents to work round the clock. An insurance chatbot can qualify leads on the basis of loans undertaken, monthly salary, and other factors compared to the premium of policies.

Quick qualification of leads allows sales reps to attain highly actionable insights, which results in faster conversion.

I want to automate my lead qualification process 3. Automatically Nurturing Leads

Beyond lead generation and qualification, a chatbot on WhatsApp can also nurture those leads by educating them about the policy information, necessity of insurance, benefits, and other details to engage leads towards conversion.

4. Providing and Explaining Policy