An Insurance Claims Coordinator on WhatsApp

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The problem

A motor-insurance claim starts the moment something goes wrong, usually at the worst possible time for the customer to navigate a claims portal. An insurance company wanted first-notice-of-loss (FNOL) intake — the initial “what happened, where, do you have photos” conversation — to happen wherever the customer already was: a WhatsApp message, not a downloaded app or a phone queue.

What makes this different from a support chatbot

Most conversational AI integrations are one customer talking to one agent. This one isn’t: a real claim involves the customer, an insurance adjuster reviewing the claim, and often a repair workshop providing a quote — three parties who each need visibility into different parts of the same claim, without seeing each other’s private conversation with the agent. The workflow has to track claim state (intake → under review → quote requested → approved) across all three threads simultaneously, not just hold a linear conversation with one person.

This is built as a real, standalone service with its own database, integrated as a channel connector rather than as a single-tenant workflow — the same agent/workflow engine underneath, but reached through a messaging platform instead of a custom frontend.

The FNOL workflow, concretely

The customer-facing conversation is a multi-turn LLM-driven workflow that gathers the incident details (what happened, when, damage description, photo upload) and creates a structured claim record — not a freeform transcript someone reads later, a claim with fields an adjuster’s system can act on immediately. From there, the adjuster and workshop threads are separate conversations against the same underlying claim record, each with its own context and its own set of actions available.

Result

A live claims-intake channel that meets customers on a platform they already have open, with claim state tracked consistently across three separate conversation threads instead of living in one person’s memory of a phone call.