Insurance Claim Chatbot

An insurance claim chatbot handles the part of the claims journey that happens before an adjuster gets involved: helping a policyholder report an incident, telling them what documents they'll need, explaining how the process works, and getting basic details to your claims team quickly. It is a claims intake and information tool, not a claims decision engine -- it does not approve, deny, or estimate payouts. Those calls stay with your adjusters, exactly as they do today.

This is a different job from a quote or policy-selection chatbot. A quote chatbot talks to prospects before they buy; a claims chatbot talks to existing policyholders after something has already happened, often when they're stressed or in a hurry. The tone and the questions are different, which is why this template is built as its own flow rather than a variant of a sales bot. It's built with the AI chatbot builder so you can adjust the wording, document checklist, and routing to match your product lines.

The template opens with a four-way menu so policyholders land on the right path immediately:

• Start a new claim: collects name, email, and phone, asks which type of claim it is (auto, home & property, health, or other), asks the policyholder to briefly describe what happened and share their policy number, and then asks them to rate how urgent the situation is on a 1-5 scale. It closes with a clear statement that your claims team will review the submission and follow up -- no automated decision is implied.
• Help me gather documents: gives a plain checklist of what's typically needed (policy number, photos, receipts or repair estimates, a police or incident report if one exists) before the policyholder even starts the claim, so they're not scrambling for paperwork mid-conversation. It then offers to move them straight into the claim-start path.
• How does the claims process work?: a short, honest explanation of the four general stages -- report, document, review, decision -- without promising specific timelines, since those depend on your claim type and internal process.
• Talk to a claims specialist: a fast path directly into contact capture for anyone who wants to skip the self-service flow.

Every path loops back to a closing question that offers to help with anything else, so the conversation never dead-ends. The flow ships with 18 connected nodes, fully editable in the AI chatbot builder.

Claim types, checklist items, and process copy are all plain text inside the flow -- edit them to match auto, home, health, or any other line of business you write.

This template fits insurance agencies, brokers, MGAs, and carriers that want a faster, always-available first step for policyholders reporting a claim -- particularly for lines where a large share of claims are routine (fender-benders, minor water damage, straightforward medical claims) and don't need a phone call to get started. It's also useful for insurtech products that want a conversational front door to an existing claims management system. It is not meant to replace your adjusters or claims software -- it feeds them better-organized, faster intake.

1. Adjust the claim types and checklist

Open the template in the AI chatbot builder and edit the four claim-type options to match the lines you actually write. Update the document checklist message with the specific items your claims team needs for each type -- the template ships with a generic list as a starting point.

2. Route captured claims to your team

New claims and urgency ratings need to reach your claims team fast. Send them to Slack for immediate visibility, log them to Google Sheets or Airtable for tracking, push them into Salesforce or HubSpot if that's where your service team works, or send them to your own systems through a webhook or Zapier. Full connection options are on the integrations page.

3. Set expectations, not promises

Keep the language honest about what the chatbot does: it collects information and routes it, it doesn't approve or deny anything, and it doesn't guarantee a specific response time. If you do want to state a response-time commitment, that should come from your actual service-level process, not be invented for the chatbot copy.

4. Pick your channels

The website widget works on every plan, including free. Telegram and Discord need a Pro plan; WhatsApp, Messenger, Instagram, and Slack (as a customer-facing channel) require Business. Many insurers start with the website widget and add WhatsApp once volume justifies it -- see pricing for the full breakdown.

Claims handling is regulated at the state and national level in most markets, so keep a few things true when you customize this template:

• No coverage or payout promises. The chatbot should never tell a policyholder their claim is covered, what it's worth, or when it will be paid -- those determinations belong to a licensed adjuster reviewing the actual policy and facts.
• Clear hand-off, not automation of the decision. Every path makes clear that a person reviews the submission next.
• Sensitive information handling. Claims often include personal and sometimes health-related details -- review your data retention and access settings, and involve legal/compliance on what's appropriate to collect in chat versus a secure follow-up channel.

Insurance claims regulation varies significantly by state and country, so have your compliance team review the final flow and copy before it goes live with real policyholders.