The Insurer Handling Claims Submissions via Facebook

Meet Warta.

The Polish insurer, established in 1920, is one of the largest and oldest insurance companies in Poland. It operates via a network of ~16K sales folks and considers property and personal insurance its sweet spot.

Also, it’s no stranger to Facebook. After all, it’s the first insurer in Poland to allow individuals to file a claim using Facebook. The amount of data collected via Messenger is limited to allow policyholders to complete the process fast. Also, they can pick up the process via the company’s mobile app.

Chat here.

Speaking of claims, Warta takes pride in ‘fast paths’, aka being able to handle claims fast, preferably without the need to involve ‘an expert’. Turns out, that over 50% of property claims are handled in a simplified manner with payment decisions being made during a telephone conversation with the customer. “In most cases, the liquidator determines the extent of the damage during a short telephone conversation with the client and simultaneously calculates in the expert system. This amount of compensation can be paid immediately upon acceptance of the injured party. The whole process lasts only a few days” – Managing Director at Claims Strategy Department, Adam Fulneczek.

BTW, Lemonade and Metromile are two other insurers (in the US) that handle claims via a chatbot. This Lemonade: