Insurance

AI support built for insurers and brokers

One storm can multiply your call volume overnight. Bookbag's AI agent answers cover and policy questions from your own wordings, takes claim details, and holds the line through surge events without a queue.

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24/7

first response, including through surge events

Up to ~70%

of routine policy enquiries resolved autonomously

Under a day

from importing your wordings to a live agent

Insurance support has two modes: steady-state policy administration and sudden, overwhelming surges when a weather event or incident triggers thousands of claims in a day. Bookbag is an AI agent that answers cover, excess, renewal and documentation questions from your own policy wordings and product documents, captures first notification of loss details, and routes anything advisory or complex to a human adjuster with the full conversation attached.

The support challenges in insurance

Claims surges arrive with no notice

A storm, a flood or a major incident can multiply contact volume in hours, and hold times climb exactly when customers are most distressed.

Answers are buried in policy wordings

Whether a specific scenario is covered depends on a clause in a PDF that most customers will never find or read correctly.

Renewal season concentrates the same questions

Price changes, no-claims discounts, excess levels and mid-term cancellation rules all get asked at once, every year.

Regulated language leaves no room for improvisation

A generic model that guesses at cover or drifts into advice is a compliance problem, not a support tool.

How Bookbag helps

Answers grounded in your policy documents

Import policy wordings, product summaries and schedules as PDFs so cover and excess questions are answered from the document, not from general knowledge.

First notification of loss captured in chat

The collect-lead skill takes the incident details, dates, photos and policy number, so the claim reaches your team already structured.

Surge capacity without seasonal hiring

When an event triples contact volume, every customer still gets an instant first response instead of a queue position.

Live policy lookups through your systems

The call-your-API skill lets the agent check policy status, renewal date or claim progress before answering, so replies match the customer's actual cover.

Escalation to a human adjuster with context

Anything advisory, disputed or complex goes to a person with the full thread, the policy reference and what the customer has already explained.

Every channel your customers already use

Website widget, email, WhatsApp and voice on higher tiers, all running from the same knowledge and the same escalation rules.

Questions Bookbag answers automatically

Am I covered if a tree falls on my car during a storm?

How do I add a named driver to my policy, and will it change my premium?

What documents do I need to submit a claim for water damage?

When will my renewal quote arrive, and can I cancel before it auto-renews?

What is my excess on a windscreen claim?

Can I cancel mid-term, and is there a fee?

How long does a contents claim usually take to settle?

Frequently Asked Questions

Capacity is not tied to how many advisers are rostered, so when a storm triples contact volume every customer still gets an instant first response. The agent answers cover and process questions, captures claim details in a structured form, and passes genuinely complex cases to adjusters with the whole conversation attached.

It answers from your own policy wordings, product summaries and schedules, which you import as PDFs. Where the wording is clear, it quotes the position and points to the clause. Where a scenario is ambiguous or needs a judgement call, it escalates to a human rather than guessing at cover.

No. You set the scope so the agent handles information and administration — cover explanations from documented wording, claim steps, renewal dates, excess levels — and routes anything that would constitute advice or a recommendation to a qualified person, with the full context so the handover is quick.

Yes. The collect-lead skill gathers the incident date, circumstances, policy number and supporting details inside the conversation, then hands a structured record to your claims team. That removes the slowest part of intake and means the customer is not repeating themselves to an adjuster later.

Website chat widget, email and help desk, WhatsApp, Instagram and Messenger, Slack, an API, and voice on higher tiers. One agent runs all of them from the same imported documents and the same escalation rules, so a customer gets the same answer wherever they ask.

Related industries

Financial Services Healthcare Clinics Professional Services

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