Chatbot for insurance companies: digital policies, claims notification, and payment status in messaging apps
Digital distribution is now the norm for Ukrainian compulsory motor third-party liability insurance (MTPL): according to MTSBU, 99.6% of MTPL contracts in the first half of 2025 were concluded electronically, and from 2026 this type of contract can only be concluded electronically. Yet a digital policy is only one part of the customer experience. After an accident, people need to know whom to contact, what to submit, and what is happening with their case. A chatbot can provide an interface to the insurer's systems for quotes, initial event reports, case status, and renewals, subject to the insurer's procedures and applicable rules.
What changed in the market, and why it matters for bots
The MTPL reform effective January 1, 2025 made digital channels central to selling and servicing these policies. The new law introduced mandatory direct claims settlement, flexible pricing, and higher liability limits.
| Change | Implication for customer communication |
|---|---|
| 99.6% of MTPL contracts were electronic (first half of 2025, MTSBU) | Customers expect to buy and receive a policy online |
| Paper MTPL policies are no longer allowed from 2026 | Sales and renewals move to digital channels |
| Direct settlement in cases covered by law | Customers need guidance to the proper process and specialist |
| Flexible pricing | A quick, understandable insurer-generated quote is needed |
| Coverage depends on the contract type and current terms | The bot should cite the source and escalate complex cases |
Insurance chatbot scenarios
With approved integrations into the insurer's systems, one chatbot can support six scenarios: quotes and purchase, event notification, case status, renewal, FAQs, and specialist handoff.
| Scenario | What the bot does | Integration |
|---|---|---|
| Quote and purchase | Collects only required details, shows the insurer's quote, and directs the customer to an approved purchase and payment flow | Rating engine, payment service, policy system |
| Initial claim notification | Receives a description, photos, location, and participants' contact details | Claims system |
| Case status | Shows the stage of review and what the customer needs to provide | Claims system |
| Renewal | Reminds customers when a policy is due to expire and offers a renewal route | Policy system, CRM |
| FAQ | Answers questions about coverage, deductibles, documents, and accident procedures | Knowledge base |
| Agent or manager | Passes a complex question and its context to a person | CRM, telephony |
Notifying the insurer of an event through a bot
A bot can collect initial event details in a structured format, but it does not replace the insurer's formal notification process if that process differs for the specific case. Following a road accident or property damage, the customer needs clear steps and quick access to a specialist.
The bot may collect:
- A policy number or phone-based identification.
- The date, time, and place, with location from the messaging app where appropriate.
- A description in the customer's own words.
- Photos of damage and documents.
- Other participants' contact details, if available.
- Confirmation that the customer has read the next steps.
Once the insurer's system accepts the information, the customer may receive a case number and available status updates. BotLabs implemented a separate support workflow in which a request becomes a ticket with an owner and deadline for W8 Shipping, and order-status notifications for MedHouse Club. These illustrate individual mechanisms, not an insurance chatbot deployment.
Renewals and repeat sales
An expiry reminder with a renewal button in the messaging app helps customers return to the purchase flow. A bot can offer renewal a few weeks before expiry, display a fresh insurer-generated price, and direct the customer to payment.
Design rules include:
- Send reminders only to customers who consented to receive them.
- Obtain the price from the insurer's rating engine; AI must not invent it.
- If the terms changed, explain this and offer a manager handoff.
Marketing and compliance teams should agree on the channel and frequency. Store consent and opt-outs in the contact system.
Customer data and regulatory requirements
Insurers process personal data, while health insurance may involve sensitive information about a person's health. Before launch, define the legal basis and purpose of processing, the minimum data required, access rights, and retention periods.
The design should cover:
- A suitable legal basis and a clear explanation to customers of how their data is used.
- Secure storage for documents and photos beyond the messaging history.
- A protected customer portal for medical information rather than plain-text messages.
- Role-based access so agents see only their assigned customers.
- Audit logs and retention rules.
Ukraine's insurance market is regulated by the National Bank of Ukraine, so the company's compliance team should review process and information-security requirements. See the article on AI chatbot security for technical approaches to access control.
Where AI fits
AI can help interpret free-text event descriptions and retrieve answers from a verified knowledge base of policy terms, but it must not decide claims.
- Appropriate: classify an event description, answer coverage questions with references to the terms, and draft a case summary for a claims specialist.
- Inappropriate: promise a payment or amount, interpret terms arbitrarily for or against a customer, or deny a claim.
If the knowledge base cannot support a clear answer, the bot should state its limits and refer the question to an authorized employee. Answers about a specific policy require verified data for that policy.
Conclusion
Following MTPL reform, policy sales and service moved into digital channels. Customers now expect to report an event and check the status of their case just as quickly. A chatbot can guide them through quotes and purchase, initial notification, status checks, and renewals. AI can help interpret descriptions and find coverage information. Claims decisions, personal-data protection, and regulatory requirements must be built into the process from the start.
Frequently asked questions
It can display a quote from the insurer's system, direct customers to an approved purchase flow, take an initial event report, show case status, remind customers of expiry, and hand complex questions to a specialist.
According to MTSBU, 99.6% of MTPL contracts in the first half of 2025 were concluded electronically. Paper policies for this insurance type are not allowed from 2026.
No. AI may classify an event description, answer coverage questions with references to policy terms, and prepare a specialist's summary. An authorized person makes the payment decision.
It reminds customers when a policy expires, shows a renewal quote from the rating engine, and directs them to the insurer's approved payment flow.
Define the legal basis and purpose, limit data exposed in the messaging app, store documents and photos securely, move sensitive data through an approved protected channel, and restrict access by role.
No. It is an interface to the insurer's rating, identity, policy, and payment systems. Contract conclusion and customer notifications must follow the current rules for the specific product.
Sources
Insurance service chatbot implementation consultation
In 15 minutes with a BotLabs implementation specialist, discuss incident intake and displaying statuses from your system. Identify a first process, required integrations, and questions for your claims and compliance teams.
Intake and statuses.
Under insurer rules.
15 minutes with an implementation specialist: intake, statuses, and integration requirements.
