A new solution lets customers file a claim using their smartphone
Insurance claims can now be issued using Facebook Messenger. Warta, one of Poland's biggest insurance companies, launched a Facebook profile that uses the most cutting-edge solutions in automatic customer service, including a chatbot.
How does it work? All you need to do is type Wartapl in the Facebook Messenger dialog window and choose the insurer's profile. The system will ask you to choose on of three options: filing a claim, getting to know the company’s products or contacting the insurance company. If you choose to file a claim, the chatbot will guide you through the whole process.
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You will need to indicate whether the claim is related to a vehicle, property or a person. The following questions and answers will depend on the insurance policy. For instance, in the case of a car accident, the robot will ask you to use your phone's camera to scan the Aztec code on the car's registration certificate. In the case of property damage, you will need to provide the insurance policy number. Warta representatives assure that Facebook cannot see, collect or store this information.
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While settling a claim through Messenger the chatbot allows users to attach photographs from the incident and photo copies of the necessary documents, such as the person responsible's statement. If the chatbot is asked a question it cannot answer, it will automatically direct the conversation to a consultant who can clear up any doubts. Afterwards you will go back to the Messenger window with the chatbot conversation and continue filing your claim. After the procedure is complete, you will receive an insurance claim confirmation.