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SBI Life

Insurance Services Agent

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Voice AI for Insurance Support: 24/7 Self-Service Excellence

80% of insurance customer calls are routine queries: "What's my policy status?" "When is my premium due?" "How do I file a claim?" Call centers are overwhelmed, customers wait 15-20 minutes, and operational costs skyrocket. Human agents burn out handling repetitive questions.

Voice AI transforms customer support. Intelligent agents handle 80% of queries instantly, provide accurate information 24/7, reduce wait times to zero, and free human agents for complex cases—all while cutting support costs by 60% and improving CSAT scores to 4.5/5.

Detailed Use Cases & Automation Workflows

1. Instant Policy Information & Status Queries

Common Queries:

  • "What's my policy maturity date?"
  • "How much is my next premium?"
  • "What's my policy's current surrender value?"
  • "Can I get a loan against my policy?"

Voice AI Solution:

Customer Calls: "Hello, I'm your SBI Life assistant. May I have your policy number?"

Verification: "I've sent an OTP to your registered mobile ending in 4567. Please share it with me."

Instant Response: "Thank you, Mr. Iyer. Your SBI Life Smart Privilege policy (No. 987654321) details:
• Maturity Date: 15th March 2035
• Next Premium: ₹50,000 due on 10th February 2025
• Current Surrender Value: ₹4.2 lakhs
• Policy Loan Available: Yes, up to ₹3.5 lakhs at 9% interest
I'm sending these details to your email and WhatsApp."

0 min

Wait Time

80%

Query Resolution

24/7

Availability

2. Guided Claim Filing & Document Collection

Challenge:

Customers don't know how to file claims, what documents are needed, or the process timeline. They call repeatedly for updates, overwhelming support teams.

Voice AI Solution:

Claim Initiation: "I'll help you file your claim. Is this for:
1. Death claim
2. Maturity claim
3. Surrender
4. Policy loan"

Document Guidance: "For a maturity claim, you'll need:
• Original policy document
• Cancelled cheque for payout
• ID proof (Aadhaar/PAN)
I'm sending a WhatsApp link to upload these documents securely."

Status Tracking: "Your claim has been filed (Claim No. CL-2025-67890). Expected processing time: 7-10 days. I'll call you with updates at each stage."

  • ✅ 70% reduction in claim-related support calls
  • ✅ 50% faster document collection
  • ✅ 95% first-time claim filing success

3. Premium Payment Assistance & Lapse Prevention

Voice AI Workflow:

Proactive Reminder: "Your premium of ₹50,000 is due in 5 days. Would you like to pay now via:
• UPI (instant)
• Net Banking
• Credit/Debit Card
I'll send you a secure payment link."

Payment Confirmation: "Payment of ₹50,000 received successfully! Your policy is active. Receipt sent via email and WhatsApp."

Lapse Alert: "Your policy has entered grace period. Pay within 30 days to avoid lapse. Need help? I can connect you with our relationship manager."

30%

Lapse Reduction

85%

Payment Success

₹300Cr

Saved Premium Revenue

Technical Capabilities & Integrations

🏦 Policy Management System

Real-time API integration for policy details, premium schedules, and claim status. Instant data retrieval.

🔐 Secure Authentication

OTP-based verification, voice biometrics, and PAN/Aadhaar validation for customer identity.

💬 WhatsApp & Email

Automated document delivery, payment links, and policy statements via WhatsApp and email.

📊 Analytics Dashboard

Track call volumes, resolution rates, CSAT scores, and cost savings in real-time.

🗣️ Multi-Language Support

Conversations in 12+ Indian languages with automatic language detection.

📞 Smart Escalation

Complex queries escalated to human agents with full conversation context and customer history.

Overall Impact: Insurance Support Automation

80%

Query Resolution

60%

Cost Reduction

0 min

Wait Time

4.5/5

CSAT Score

24/7

Availability

100K+

Calls Per Month