In insurance, the claims experience defines the customer relationship. It’s often the single most important moment for a policyholder, the point at which trust is tested, emotions run high, and responsiveness becomes critical. Yet for many insurers, delivering consistent, timely, and empathetic support at scale remains a challenge.
Contact centres are stretched thin. Repetitive questions drain agent capacity. And outside of office hours, customers are often left waiting, frustrated, and unsure of what to do next. The result? Poor customer satisfaction, increased operational costs, and, over time, lost business.
This is where VoiceraCX.Ai’s VLM Lite makes a measurable difference.
The High Stakes of Claims Support
Claims-related calls represent a large portion of inbound volume for most insurers. And they’re rarely straightforward. Policyholders want to know how to submit documents, what coverage applies, what’s causing delays, and when they can expect resolution. These aren’t just inquiries they’re high-priority moments that shape customer perception.
Improving the claims experience remains a key priority for insurers looking to boost customer satisfaction and reduce operational inefficiencies. According to the TTEC P&C Customer Satisfaction Survey, the claims process is one of the most critical touchpoints in the customer journey, with a direct influence on both satisfaction (CSAT) and loyalty (NPS). Yet, many traditional approaches such as rigid scripts or outdated IVR systems, continue to fall short, especially in areas that matter most to policyholders, like feeling that their insurer is acting in their best interest. This gap represents a major opportunity for improvement. Satisfaction is not driven by isolated factors but by a combination of trust-based and competence-based interactions, such as having knowledgeable representatives and consistent, reliable communication. Phone remains the most-used and highest-rated service channel, but customer satisfaction tends to drop when multiple channels are used due to unresolved issues and inconsistent service experiences. Intelligent solutions like VLM Lite help address these pain points by offering always-on, guided support that integrates seamlessly with existing workflows. By enabling a more cohesive, omnichannel experience, such tools reduce customer effort, empower agents, and prioritise high-impact areas of the journey, especially in claims. When implemented thoughtfully, VLM Lite doesn’t just streamline routine interactions; it helps insurers demonstrate empathy, build trust, and act in the customer’s best interest, key drivers for long-term retention and competitive advantage.
A Claims Assistant That Never Sleeps
VLM Lite is a no-code, AI voice agent platform that transforms the way insurers manage support, especially in claims operations. Trained on your internal documentation, claims workflows, SOPs, and customer communications, VLM Lite becomes a fully brand-aligned assistant that understands and speaks your language.
It delivers:
- Multilingual voice support that’s available 24/7
- Consistent guidance across all types of claims
- Seamless escalation and handover to human agents when needed
- Omnichannel coverage across voice, WhatsApp, Facebook, LINE, and email
But what truly sets VLM Lite apart is its ability to perform with real business logic—offering answers rooted in your own policies, rather than relying on generic responses.
Solving the Operational Bottlenecks
Let’s look at how VLM Lite adds value at critical points in the claims process.
1. Navigating Claims from the First Call
Whether a policyholder is dealing with a car accident, travel disruption, or hospitalisation, VLM Lite can walk them through the exact steps needed to file a claim. Trained on your existing SOPs, the AI delivers clear, policy-specific instructions in the caller’s preferred language—at any time of day.
This eliminates the need for customers to wait until office hours or repeatedly call back for clarification. For the business, it means fewer dropped calls, faster case initiation, and less strain on support teams.
2. Real-Time Claims Status Without Human Intervention
With integration into your claims management system (CMS), VLM Lite can provide real-time status updates. Callers can instantly check if their documents have been received, if a medical report is still pending, or whether their claim is approved—all without waiting in a queue.
This reduces inbound call volume, boosts transparency, and empowers customers with timely updates.
3. Capturing Accurate Information at the Source
Data collection is a frequent source of delay in claims processing. VLM Lite addresses this by guiding customers through structured input during their first contact. It captures the policy number, incident details, and supporting documentation—all in one session—then generates a complete, pre-filled claim record for the backend team or human adjuster.
This upfront data accuracy shortens processing time and minimises costly errors or follow-ups.
4. Enabling Smarter Allocation of Human Resources
With VLM Lite managing high-volume, repetitive queries, insurers can redirect human agents toward complex, high-touch claims that require empathy, negotiation, or regulatory nuance. This improves both the efficiency of your team and the experience of your customers.
Clear Business Impact from Day One
Insurers adopting VLM Lite typically see immediate and measurable benefits. Response times improve, inbound volumes drop, and agents become more productive.
Key outcomes include:
- Reduction in average response time by up to 60%
- 30–50% fewer agent-handled calls for L1 support
- Lower cost-to-serve per policyholder
- Improved CSAT and NPS scores, especially after-hours
- Enhanced regulatory compliance through consistent, auditable interactions
Because VLM Lite is no-code and fully governed, it can be deployed quickly and customised without developer support. It’s built for rapid scale—with the security, observability, and governance features insurance providers demand.
Designed for the Realities of Insurance
Unlike off-the-shelf bots that rely on generic language models, VLM Lite is built to learn and operate within the unique context of your insurance business. It understands not only what your customers are asking, but why it matters—and responds with relevance, clarity, and consistency.
From motor claims to health coverage queries, from travel disruptions to life insurance follow-ups, VLM Lite delivers intelligent voice support that improves operational outcomes while enhancing the policyholder experience.
A Smarter Way to Handle Claims
At a time when policyholders expect instant, accurate service across every channel, insurers can no longer afford gaps in communication or process inefficiencies. VLM Lite empowers your business to handle claims with greater speed, accuracy, and empathy—at scale.
For insurers looking to reduce workload, accelerate resolution times, and build stronger customer relationships, VLM Lite is not just a technology upgrade—it’s a competitive advantage.
Try VLM Lite and discover how your claims team can work smarter, not harder.
Book a demo or start a free trial to see it in action.
