Policyholders message one WhatsApp number for certificates, coverage questions and policy changes. An AI agent identifies them, answers from the policy system, sends documents instantly and hands complex cases to a human with full context.
Typical results
24/7
service availability
Under 1 min
to receive an insurance certificate
100%
of handoffs include full context
Figures reflect typical results for this kind of automation.
The challenge
The service team spent most of the day on repetitive requests — insurance certificates, "what does my policy cover?", beneficiary updates. Callers waited on hold, emails piled up, and after-hours requests simply waited until morning.
Before and after
Requests needing a human
−70%Time to get a certificate
−98%After-hours requests answered instantly
The automation
We connected an AI agent to WhatsApp Business and the policy system. It verifies the client, understands the request in natural language, pulls the answer or document from the policy data, and completes routine changes with a confirmation. Anything sensitive or unusual is handed to a human agent along with the full conversation and client record.
How it works
- 01
One number for everything
The policyholder messages the agency's WhatsApp number with any request.
- 02
Identity verified
The AI agent verifies the client against the policy system before sharing anything.
- 03
Request understood
Certificates, coverage questions, beneficiary updates — all in natural language, no menus.
- 04
Instant answer or document
The agent pulls the answer or document from the policy data and completes routine changes on its own.
- 05
Human handoff when needed
Complex cases go to the service team with the full conversation and client context.
Starts from
- WhatsApp requests
- Policy system
Delivers
- Documents sent
- Requests resolved
- Smart handoff
The impact
About seventy percent of routine requests are now resolved instantly with no human involvement, around the clock. Hold times collapsed, and the service team finally has time for the complex cases that actually need judgment.
Questions about this automation
How does the WhatsApp agent verify who is asking?
Before sharing any policy details, the agent checks the sender against the policy system, for example by matching the phone number and asking for an ID number or a one-time code. If verification fails, it shares nothing and offers to connect the person with the service team.
Which requests can the agent complete on its own?
Routine requests such as sending an insurance certificate, explaining what a policy covers or updating contact details are completed from the policy data. The agency decides which changes the agent may make, and sensitive ones, such as beneficiary changes, can be set to always go to a person.
What does the service team see when a case is handed over?
The handoff includes the full WhatsApp conversation, the verified client record and a short summary of the request. The service team picks it up in its inbox or CRM and replies in the same WhatsApp thread, so the policyholder never has to repeat the question.