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Instantly Register Your Car Insurance Claim with ICICI Lombard's Voice Bot Service

ICICI Lombard has launched a unique Voice Bot service through which you can instantly register motor insurance claims over a voice call.

  • 06 Apr 2021
  • min read

With ICICI Lombard's voice bot service, you can register your car insurance claim instantly, right from the accident spot.

Modern advancements in terms of technology have made everything easy and digitised. More and more people are getting increasingly familiar with voice assistants such as Siri, Alexa, Google assistant etc. and are demanding such voice-enabled automated solutions to all their problems. In fact, as per Google's voice search demographics, almost 27% of the global population with internet access prefer using voice search technology.

Almost all progressive brands have begun to offer quick and personalised solutions to their customers' queries in chatbots and voice bots. Taking a step ahead in aligning with this trend, we, India's leading private sector insurance company, have launched a unique voice bot service, allowing customers to register their motor insurance claims through a voice call instantly.

Continue reading to know more about this unique facility and how you can make the best use of it.

What is ICICI Lombard's voice bot facility?

As mentioned above, our voice bot facility will allow two-wheeler insurance and car insurance policyholders to register their claim in the wake of an accident instantly. The voice bot service is a highly advanced technological solution, and it works on state-of-the-art speech recognition capabilities to recognise long narratives by the policyholders.

Customers can use this unique facility through their smartphones as well as feature phones. This facility has been tested to ensure it works well even with high ambient noise and with different voice accents.

What's unique about this facility?

A comprehensive car insurance policy protects a vehicle owner against the losses or damages suffered by his/her vehicle during an accident or mishap. However, registering a car insurance claim may seem to be a long and tedious process. A policyholder is required to contact the insurer, submit the relevant documents and wait for the surveyor to get his/her claim passed.

However, with our voice bot facility, registering motor insurance claim has become easy like never before. All the customer needs to do is make a call from the accident spot and follow the instructions. This will protect the policyholder from the hassles of visiting the insurer's office, filling up a claim form, and waiting for a prolonged period to get his/her claim registered.

This voice bot facility is currently available in English and will soon be available in Hindi, Tamil, and other regional languages. This is to provide a technology-enabled facility that helps the majority of Indians to interact with the bot in their native language.

After the launch of this unique service, our Chief of Service, Operations and Technology – Mr. Girish Nayak – said, "At ICICI Lombard, we strive to be at the forefront of harnessing technology for the benefit of our customers. In line with this approach, we are happy to have unveiled our Voice Bot activated motor insurance claim approval solution. In the new hybrid world, where contactless solutions are the norm, this service will empower our customers to register their motor claims instantly and from the safe environment of their home."

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How does ICICI Lombard's voice bot facility work?

To register a claim through our voice bot facility, all a customer needs to do is call the dedicated helpline number from the accident spot itself and choose the relevant option on the IVR to get connected to the voice bot. Following this, the customer can explain his/her narrative of the accident to register the claim.

After this, the team will send a web link via SMS to the registered mobile number of the policyholder. The policyholder can visit this link to fill in the details of his claim and upload relevant documents/images as applicable.

This way, the customer need not type everything to fill-up the form, explain the narrative and register the claim. He/she can just speak using this facility, and the claim form will be filled accordingly. The conversational interface also reduces the chances of error in typing and navigating.

This facility has been deployed on AWS cloud, with access to all marketplace solutions. This helps the company to constantly innovate and improve the facility.

Before this, we had used the underlying voice bot facility for many services, including automated medical underwriting in health insurance for people with pre-existing ailments and assisting people with the renewal of their health insurance policies.

ICICI Lombard's attempt to bring in digital transformation is a very positive step towards providing a seamless claim registration platform to their customers. The voice bot facility is launched to assist customers at an essential step of their claim journey.

Moreover, to avail of such a facility, customers need not necessarily have a smartphone as this service works well on smartphones and feature phones. Also, the advanced technology enables the bot to recognise the voice and register the claim even in loud surroundings.

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