How AI voicebots are fixing insurance claims for employees and customers alike

Insurance is one of the most call-heavy industries in general, but manual insurance claims in particular can be slow, expensive, and frustrating. Not only for customers, who are under tremendous amounts of stress due to events requiring an insurance claims, but also for employees. AI voicebots are changing that — slashing costs, accelerating response times, and improving accuracy, but also allowing insurance employees to focus on more value-adding activities. Let’s take a more detailed look at how voicebots are helping insurers navigate the claims processes.

Emotional Labor

Before we dive into the financial aspects, let’s first address how tough it is to be a call center operator in general. At Semantee, we’ve made tens of thousands of calls, and only about 20% of calls are even picked up. 80% of the time you’re just listening to a dial tone. Out of the 20% of calls that are picked up, the likelihood of success (depending on many factors, such as the topic, whether it’s a cold or warm call etc.) ranges between 1–5%. 95% of the time call center operators get a rejection, and not always a friendly one. This leads to something psychologists refer to as ‘emotional labor’, which is linked to mental health issues (see The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model). Indeed, the emotional labor call center operators experience is among the largest of any administrative occupation, which leads to one of the highest fluctuations — averaging at 30–45%, compared to 8–20% of other office jobs.

Outsourcing repetitive, contentious and admin-heavy calls to AI voicebots, such as Semantee, may allow humans to focus their time on value-adding activities, reducing their emotional labor and thus lowering churn rates.

Manual Claims Are Costing Billions

Insurers still rely on human agents to collect details, verify policies, log claims or schedule appointments. Customers are stuck waiting, agents are overworked, and data entry errors delay payouts.

According to Accenture, bad claims experiences could put $170 billion in premiums at risk over the next five years. Almost half of policyholders are already considering switching insurers. The message is clear: speed matters.

Utilizing AI

There’s a wide variety of use cases AI voicebots can tackle; some are complex, such as registering claims, but insurers can also start with simple cases, which make a big impact, such as scheduling a technician’s visit. Modern AI voicebots understand intent, adapt to conversation flow, and integrate directly with CRM and claims systems.

However, simply using an infrastructure provider, such as OpenAI, and expecting it to fully handle customer interactions is a fool’s errand.

Why Generic Bots Fail

Off-the-shelf bots aren’t built for insurance. They stumble on industry terms, can’t integrate with claims systems, and pose compliance risks. In a regulated industry where trust and data protection matter, using a generic bot is a liability. Using a generic provider may work as a proof-of-concept, but you will quickly find that it doesn’t give you the sort of control over the conversation flow you would need.

Custom voicebots — like those built and powered by Semantee — are designed specifically for complex insurance needs:

Advanced NLP for understanding customer intent
Multilingual support for diverse client bases
Full control over the conversation flow
Smart escalation to human agents when needed
Integration with existing tools when needed

How Semantee Helps

Semantee makes it easy for insurers to deploy tailored AI voicebots that plug into existing workflows — without long development cycles. Using best-in-class services, Semantee voicebots handle real conversations in real time at scale.

The Bottom Line

Insurance leaders who embrace custom AI voicebots now will dominate tomorrow. Manual processing is outdated. Off-the-shelf bots are limited. Custom voicebots built with Semantee deliver real efficiency, lower costs, and happier customers.

AI is ready. The question is: are you?