AI agents for claims, policy service, and customer confidence

Rasa helps insurers build AI agents for insurance, with workflows that span claims intake, policy servicing, billing, authentication, and coverage guidance across voice and digital channels. Organizations including ERGO Group, nib Group, and Groupe IMA use Rasa across insurance, health insurance, and assistance use cases where each AI agent for insurance needs to stay controlled, auditable, and connected to existing systems.

How it works

Connect to your insurance systems

Rasa connects to the systems that already run your insurance operations, including claims platforms, policy administration systems, CRMs, billing tools, fraud systems, identity providers, and knowledge sources.

Orchestrate governed insurance workflows

Build AI agents that guide customers through claims intake, policy changes, billing questions, coverage guidance, authentication, and escalation, with each step aligned to your business rules.

Deliver one continuous experience across channels

Run the same core capabilities across chat, voice, portals, apps, and contact center workflows, so customers can move between channels without starting over and teams avoid rebuilding logic for every touchpoint.

Built for high-value, high-stakes conversations

Claims intake and First Notice of Loss

Guide customers through the first step after an incident. Rasa agents collect details, verify identity, capture required information, and trigger the right claims workflow so the claim can move forward faster.

Claims status and next-step guidance

Reduce routine "what happens next?" volume by connecting to claims systems, surfacing status updates, explaining missing documentation, and guiding customers through follow-up actions.

Policy changes and servicing

Support address updates, coverage changes, renewals, endorsements, document requests, and other policy servicing workflows through governed logic that follows your business rules.

Coverage and benefits guidance

Help customers understand policy terms, exclusions, limits, and eligibility using approved knowledge sources and customer context, with escalation when specialist review is needed.

Billing and payments

Handle premium questions, invoice requests, failed payments, refunds, and payment confirmations through connected billing systems with traceable execution.

Authentication, fraud, and sensitive handoffs

Structure identity checks, fraud-related triage, suspicious activity routing, and human escalation so sensitive interactions remain controlled, auditable, and safe.

Dialogue system

Reliable behavior across claims and policy journeys

• Execute multi-step workflows such as FNOL, claims status, policy changes, and endorsements
• Maintain context when customers correct details, switch topics, or return later
• Keep outcomes aligned with policy rules, eligibility logic, and compliance requirements
• Route complex or sensitive cases with the right context already captured

Deployment control

Built for regulated insurance environments

• Run in private cloud, on-prem, or hybrid infrastructure
• Keep customer, policy, and claims data within controlled environments
• Support data residency, security, and audit requirements
• Choose the models, providers, and infrastructure that fit your risk posture

Multi-agent orchestration

One system across claims, policy, billing, and service

• Coordinate work across claims systems, policy admin, CRM, billing, fraud, and support tools
• Maintain shared state across workflows, channels, and handoffs
• Connect specialist capabilities without creating disconnected customer experiences
• Scale from single use cases to broader insurance service automation

Open framework and ownership

Full control over how insurance automation evolves

• Access and modify prompts, workflows, policies, and integrations
• Extend capabilities without waiting on a vendor roadmap
• Integrate with existing insurance systems and data sources
• Adapt services as products, policies, regulations, and customer needs change

Frequently asked questions

What insurance workflows can Rasa automate?

Rasa can automate insurance workflows such as FNOL, claims status updates, policy changes, endorsements, billing questions, coverage guidance, document collection, authentication, fraud triage, and escalation handoff. These workflows can run across voice and digital channels while connecting to existing insurance systems.

Can Rasa handle claims intake and FNOL?

Yes. Rasa can guide customers through First Notice of Loss by collecting incident details, verifying identity, checking required information, and triggering the right claims workflow. The agent helps customers move from first report to next action while giving insurers a structured record of the interaction.

How does Rasa support policy servicing?

Rasa supports policy servicing by guiding customers through address changes, coverage updates, renewals, endorsements, cancellations, and document requests. Each workflow can follow the insurer’s rules, approval paths, and eligibility logic, so routine policy requests can be automated without losing control.

Can Rasa answer insurance coverage questions?

Yes. Rasa can support coverage guidance by connecting AI agents to approved policy documents, knowledge bases, and customer-specific data. This helps customers understand coverage, exclusions, limits, and next steps, while routing complex or sensitive cases to the right specialist with context intact.

Can Rasa support both voice and digital insurance experiences?

Yes. Rasa can power one coordinated agent experience across chat, voice, IVR, portals, apps, and contact center handoffs. Insurers can reuse core workflows across channels, so customers do not have to start over when they move from digital self-service to a phone call.

How does Rasa integrate with insurance systems?

Rasa integrates with claims platforms, policy administration systems, CRMs, billing tools, identity providers, fraud systems, contact center platforms, and enterprise knowledge sources through APIs and custom connectors. This allows insurers to automate real service workflows without replacing the systems already running their operations.

How is Rasa different from a typical insurance chatbot?

A typical insurance chatbot often answers FAQs or routes customers to forms. Rasa helps insurers build a true AI agent for insurance that can coordinate real workflows across systems, maintain context across channels, and execute governed actions for claims, policy servicing, billing, and customer support.

What insurance companies use Rasa?

Insurance and assistance organizations including ERGO Group, nib Group, and Groupe IMA use Rasa to support customer service automation, member engagement, and high-volume assistance workflows. These deployments show how Rasa can support regulated service environments where automation needs to stay reliable, adaptable, and controlled.