Insurance · Customer service

The storm comes at night. So do the calls.

The AI phone assistant takes claims calls around the clock, even after a storm. It puts emergencies straight through to your team.

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TriageS-26-4502
  1. Water getting inAttic, since 01:30emergency
  2. Peoplenobody injuredclarified
  3. PolicyBuildings, storm insuredfound
Claims hotline02:14
Sabine Wolf00:42
  1. Sabine WolfThe storm took tiles off the roof, and water is dripping in the attic.
  2. AssistantI have found your policy and recorded the claim. Because water is getting in, I am putting you through to the emergency service now.

Where time goes today.

  1. €5.5bn

    Insured weather losses in Germany in 2024

    After a storm, hail or heavy rain, thousands call on the same morning. The hotline is staffed for an ordinary Tuesday, not for that day.

    GDV, weather extremes 2024 (German)

  2. Emergencies wait in the queue

    Someone with water in the house waits as long as someone with a scratch on their car. The queue does not know who is urgent.

  3. Call notes have gaps

    The policy number is missing, the date of loss is vague, no photo was requested. The claims handler calls again the next day.

One case, step by step.

Claims hotlineCall 02:12
Sabine Wolf00:42
  1. AssistantClaims hotline, this is the digital assistant. You can speak to a person at any time. What happened?
  2. Sabine WolfStorm last night, there are tiles in the garden. Ahornweg 7 in Kassel.
  3. AssistantThank you. Is anyone hurt, and is water getting into the house?

Every call is answered.

The assistant picks up at once, says that it is an AI and asks what happened. Anyone who prefers a person is put through.

Your team decides

At which times and for which lines the assistant answers.

TriageS-26-4502
  1. Water getting inAttic, since 01:30emergency
  2. Peoplenobody injuredclarified
  3. Habitableyesclarified

Put through to the emergency service, 40 seconds wait

Emergencies go straight to a person.

If water is running, someone is hurt or the house is no longer habitable, the assistant puts the call through at once. At night to your emergency service or assistance partner.

Your team decides

What counts as an emergency and where calls go.

Call noteS-26-4502

Call 02:12, Sabine Wolf, Ahornweg 7, Kassel

Storm overnight, several roof tiles came loose.What happened

Water dripping in the attic, a bucket is under it.urgent

Carport and car not damaged.

Photos will follow through the text message link.requested

Callback wanted from 8 am.Appointment

The call becomes a clean note.

The assistant sums up what happened, the damage and what the caller wants, and marks what the claims handler needs to know. It requests photos by text message link.

Your team decides

Which details are required before a case is opened.

Claim S-26-4502Claims system
PolicyholderSabine Wolf
PolicyWG-1987-0412
PerilStorm
Reportedby phone, 02:12
Course of eventsRoof tiles loose, water in the attic
DoneHanded to emergency service, callback from 8 am
To claims handler

The case is in the system by morning.

Policy, course of events, urgency and the callback request sit in the claims system. The claims handler takes over with everything they need.

Your team decides

Cover, contractors and payment.

What it delivers and what it connects to.

Works with the systems you already use

Who does what.

What the AI takes on

  • Answers calls around the clock
  • Asks what claims intake needs
  • Finds the policy and opens the case
  • Puts emergencies straight through

What your team decides

  • Takes emergencies and difficult calls
  • Decides on cover and payment
  • Instructs emergency services and contractors
  • Sets when calls are put through

Who it fits.

A good fit if

  • Your claims hotline gets many calls, all at once after a storm
  • You want to be reachable around the clock
  • Policies live in the policy system and cases can be created in the claims system
  • An emergency service or assistance partner covers the night

Less of a fit if

  • Claims calls are few
  • An assistance provider already takes your claims calls and creates the cases
  • Your customers report claims almost only in writing

What it costs

Fixed prices, clear steps.

You know up front what each step costs and what it delivers.

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  • AI strategy

    €1,990plus VAT

    Fixed price

    • One workshop day on real cases
    • A calculation with your figures for the best use cases
    • A paper for management and shareholders

    Money-back guarantee: three use cases that pay back within 12 months on paper, with your figures, or your money back.

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  • Pilot with one use case

    from €5,000plus VAT

    Fixed price

    • On your data, in your process
    • Acceptance criteria agreed in writing
    Request a pilot

All prices net. Operation afterwards is from 20% of the project price a year, cancellable monthly. The code and the data are yours.

Built fromAI phone assistantsAI integration

Further reading

All posts
MCP explained: how AI assistants reach your systems and what that means for your ITAI toolsTiemo Timtschenko
AI on the phone: what it costs, what it must say and what it may recordPhoneArian Jusufi
Why the AI cannot find your part number: pgvector, Azure AI Search and others compared in plain termsKnowledge systemsTiemo Timtschenko

Frequent questions

Common questions about it.

The questions that almost always come up about this use case.

Do callers know they are talking to an AI?

Yes, the assistant says so at the start. The EU AI Act expects this too. Anyone who prefers a person is put through at any time.

What happens in an emergency?

The assistant recognises emergencies such as water getting in, injured people or a house that cannot be lived in and puts the call through at once, at night to your emergency service or assistance partner. You define what counts as an emergency.

Are calls recorded?

Only if you want that and the caller agrees. What is stored is the call note in the claims system, run in German data centres, with the retention periods you set.

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The next step

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