84.6%
Good availability is what brokers value most in insurer support, followed by quick replies to queries at 81.8%. Every coverage question waiting for a call back works against exactly that.
procontra, Maklers Lieblinge 2024, 1,343 respondents (German)15,659
In 2024 that was 18.6% more than the year before. The German insurance ombudswoman explicitly names insurers who respond to customer queries only after long delays.
Versicherungsombudsmann, annual report 2024 (German)The book holds policies from many product generations, each with its own terms and clauses. Looking up the current version instead of the one on the policy gives a wrong answer, however good it sounds.
Customer Jonas Weber, HR-4410-3172: bike stolen from the shared basement. Is that covered?
From the broker email, the phone or the broker portal. Staff ask it the way they heard it, with policy number or customer name. The assistant understands technical terms and everyday language.
Your team decides
Which question is asked and about which policy.
The assistant reads product, add-ons and start date from policy admin and works out which version of the terms and which clauses apply. It searches only sources the person asking may open anyway.
Your team decides
Which terms and guidelines are connected and who sees which.
Section 5 Theft of bicycles
(1) Bicycles are insured against theft if the bike add-on has been agreed.Add-on
(2) Compensation per claim is limited to the sum stated in the policy schedule.
(3) Theft from shared rooms is only insured if the bicycle was secured with a customary lock.Passage
(4) The policyholder keeps the receipt and frame number.ask the customer
The assistant shows the passage word for word and marks what carries the answer and what is still open. If the terms say nothing on the question, it says so instead of guessing from similar cases.
Your team decides
Whether the passage really answers the question.
For the broker or the customer, in plain language, with the passage and the open points. Staff check, edit where needed and send. The request is logged in the CRM.
Your team decides
What is sent. The claims department decides on payment if a claim follows.
approx. 30%
less time spent searching for information with the knowledge assistant at Signal Iduna health insurance
Source: CIO, Signal Iduna and Google AI in customer service, 2025 (German)up to 20%
of customer requests were resolved there in the first conversation
Source: CIO, Signal Iduna and Google AI in customer service, 2025 (German)+14%
more requests resolved per hour in customer support with AI assistance, +34% for new staff
Source: NBER Working Paper 31161Coming in
Your systems
Works with the systems you already use
What the AI takes on
What your team decides
A good fit if
Less of a fit if
What it costs
You know up front what each step costs and what it delivers.
Recommended start
First call
Free
30 minutes by video
AI strategy
€1,990plus VAT
Fixed price
Money-back guarantee: three use cases that pay back within 12 months on paper, with your figures, or your money back.
Pilot with one use case
from €5,000plus VAT
Fixed price
All prices net. Operation afterwards is from 20% of the project price a year, cancellable monthly. The code and the data are yours.
Frequent questions
The questions that almost always come up about this use case.
No. It shows what the terms say and drafts a reply. Your team decides whether it goes out, and the claims department decides on payment. This is not a formality: Signal Iduna reports that its knowledge assistant answered correctly in 80 to 85% of cases (CIO, 2025). The cited passage makes the check quick.
From policy admin: product, add-ons, start date and conversions. That determines the version of the terms and clauses. Every version stays in the archive, and each answer names the version it comes from. If the version cannot be determined clearly, the assistant says so.
No. The assistant takes over the permissions of your systems. What someone cannot open today, they will not see through the assistant either, and internal guidelines never end up in a draft to a broker or customer.
Usually not. In insurance, Annex III lists risk assessment and pricing for natural persons in life and health insurance as high-risk. An assistant that shows staff the relevant passages and drafts replies for review normally falls outside that. This is orientation, not legal advice; we review the classification for your case with you.
The next step
30 minutes, free and without obligation.
