AIMultipleAIMultiple
No results found.

Top 5 Insurance Chatbots with Real-life Use Cases

Cem Dilmegani
Cem Dilmegani
updated on Aug 12, 2025

In 2024, the global insurance industry’s premium income increased by approximately 9%, totaling ~$8 trillion, highlighting strong demand and escalating digital investments.1 At the same time, the global insurance chatbot market is projected to reach a value of $5238 million by 2033, indicating the rapid growth of chatbots in the insurance industry industry.2

We have compiled the 5 most popular insurance chatbots, case studies, and best practices to demonstrate the benefits of these tools for insurers’ operations.

Top 5 insurance chatbots in insurance

Vendor
Average Score
Integration Capabilities
Key Features
Boost.ai
4.8 based on
39 reviews
Zendesk, Salesforce, Microsoft Teams
24/7 policyholder support, automated ID&V
Cognigy.AI
4.8 based on
34 reviews
Salesforce, Guidewire, Duck Creek
Pre-built insurance workflows
Tars
4.6 based on
212 reviews
Web embeddable, WhatsApp, SMS
Lead qualification templates, media uploads for damage claims
IBM watsonx Assistant
4.3 based on
376 reviews
Policy admin systems, SAP, Oracle
AI Agents with generative-AI, secure data handling
Solvemate by Dixa
4.1 based on
407 reviews
Creatio CRM, any REST API
CRM handover, Contextual Conversation Engine

*Sorting is based on the average score.

Top 5 case studies of insurance chatbots

1. GEICO Mobile’s Virtual Assistant

GEICO’s virtual assistant (available on iOS and Android) addresses policy questions, billing issues, digital ID cards, and claims submissions around the clock.3

2. Zurich’s Zuri

In October 2020, Zurich launched “Zuri” (developed through Spixii), which resulted in 25 percent of website visitors engaging with it and resolving 50 percent of inquiries without needing a phone call, achieving a Net Promoter Score (NPS) of 70 within just six weeks.4

Figure 1. Zurich’s Zuri’s conversations with a customer.

3. Allstate’s ABIE

Allstate’s “ABIE” (Allstate Business Insurance Expert) was introduced in May 2018 to assist small-business clients. Available through the business-insurance section on Allstate.com, ABIE manages 25,000 inquiries each month, learns from these interactions, and has greatly decreased the number of support calls to agents.5

Figure 2. Allstate’s ABIE.6

4. Progressive’s Flo

Progressive’s mascot-themed “Flo Chatbot” (available on Facebook Messenger and web) allows users to initiate auto-insurance quotes, verify deductibles, and inquire about claim statuses. Introduced in 2017 on Microsoft Azure, Flo became the first top-10 U.S. insurer to offer quoting through Messenger, amassing 4.8 million followers and simplifying the purchasing process funnel.7

5. Lemonade’s AI Jim

Lemonade’s in-app chatbot, “AI Jim,” automatically processes nearly 40 percent of claims instantly. In December 2016, AI Jim set a record by completing a claim payout in just 3 seconds and currently manages around one-third of all claims from start to finish before forwarding them to human adjusters.8

Figure 3. Lemonade’s AI Jim is handling pet insurance claims.

Insurance chatbot best practices

Deep system integration

Integrate chatbots directly with policy administration systems (Guidewire, Duck Creek) and claims platforms to facilitate seamless FNOL and status updates.

Security and compliance

Implement end-to-end encryption, role-based access, and ensure adherence to GDPR, PCI DSS, HIPAA (where applicable), and local insurance regulations.

Domain-tailored NLP models

Train models to recognize insurance-specific intents such as “file claim,” “premium adjustment,” and “coverage exception” to improve accuracy in intent recognition.

Context-preserving handoffs

Incorporate clear escalation paths from bot to human agents, transferring complete conversation context to prevent customer frustration.

Conversational jargon simplification

Substitute or clarify technical terms (“endorsement,” “co-insurance”) with user-friendly language and quick-link buttons.

Analytics-driven iteration

Regularly review deflection rates, transcript logs, and CSAT scores; revise chatbot flows monthly based on drop-off points and new product launches.

Omnichannel deployment

Deploy across web, mobile app, WhatsApp, SMS, and voice to connect with policyholders through their preferred channels.

Accessibility and inclusivity

Ensure compatibility with screen readers, provide IVR support for visually impaired users, and simplify flows for cognitive accessibility.

Stakeholder training and change management

Conduct internal pilots, educate service teams on bot hand-offs and fallbacks, and clearly communicate capabilities and limitations.

Governance and version control

Sustain a centralized content repository with versioning for quick updates in response to regulatory or product changes.

FAQ

Further reading

Find the Right Vendors
Principal Analyst
Cem Dilmegani
Cem Dilmegani
Principal Analyst
Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 55% of Fortune 500 every month.

Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE and NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and resources that referenced AIMultiple.

Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised enterprises on their technology decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.

He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.

Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.
View Full Profile

Comments 0

Share Your Thoughts

Your email address will not be published. All fields are required.

0/450