How does Luware Nimbus help with compliance and audit trails?
Every call is fully transcribed and summarized, with the full interaction trail (details, summary, patient tier) securely logged in the crm for governance and audit purposes.
CX challenges in the insurance industry
The insurance industry faces unique pressure to balance regulatory compliance and risk management with the demand for faster, more personalized policyholder service.
01
Slow claims processing
Policyholders expect fast and efficient claim handling, but traditional systems often require manual data entry and multiple transfers, leading to frustration and attrition.
02
Inconsistent customer experience
Customers often have to go through multiple IVR options, leading to increased wait times and a negative initial experience when trying to make a new claim or update their policy.
03
Agent workload and data entry errors
Agents must document every discussion, console customers during traumatic events, and remember follow-up tasks, leading to high stress and a risk of incomplete claim details.
04
Ineffective call routing
Inaccurate initial routing to the wrong department or agent can significantly delay service and negatively impact the initial customer journey, which is vital for satisfaction.
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Trusted by leading insurance organizations
Insurance is built on trust, and operational efficiency is the foundation of that trust. Our customers leverage Luware Nimbus to standardize service, accelerate claims processing, and strengthen policyholder relationships, leading to measurable improvements in efficiency and customer satisfaction. The following example demonstrates how leading insurers achieve consistent, high-quality service across complex organizations.
"With Luware Nimbus we can react very quickly to changing customer needs. The solution is very simple, and we can change many things ourselves. For example, if a department is overloaded, we can immediately redirect the calls to another service line and control the prioritization ourselves."
Drive efficiency and better claims management with Luware
Luware Nimbus helps insurance providers modernize their communication workflows by connecting AI, external systems, and human agents to handle policyholder queries faster, from initial contact to claim closure.
Intelligent call routing
The Luware Nimbus Virtual User gathers initial claim details using AI/Text-to-speech, increasing the accuracy of call routing from 75% to 96% and significantly reducing customer wait time.
Transcription and summarization
All calls are fully transcribed and summarized using copilot studio, and automatically logged in the CRM/Ticketing System, ensuring full agent focus is on the customer and not documentation.
Handling omnichannel tasks
The system offers omnichannel functionality, routing tasks like WhatsApp, SMS, live chat, and emails with the same intelligence as voice calls, all within a single Microsoft Teams interface.
Proactive follow-up
Luware can be used to offer agents follow-up tasks (e.g., send claims form or arrange a follow-up call) to ensure necessary actions related to the claim are not missed.
Parameter-based routing for risk and compliance
Calls can be routed based on parameters like account size or insurance plan, ensuring high-value or complex claims are immediately directed to the most skilled agents.
Compliance-first communication for peace of mind
For insurance providers, maintaining strict compliance is non-negotiable. Luware Nimbus is built on Microsoft Teams, leveraging the platform's security and integrating transcription and audit trails to support global regulatory requirements, from Solvency II to regional data protection laws.
Key Metrics In Insurance Contact Centers
Frequently asked questions about insurance contact center solutions
Can Luware handle claims information from our existing systems?
Yes, Luware uses Power Automate to integrate with a wide range of external systems, allowing agents to instantly see open orders or returns, and screen-pop new order or returns forms upon call connection.
How do we ensure that urgent claims are prioritized?
The voice bot can detect urgency based on the caller's language and automatically set a high distribution priority directly in the Nimbus workflow, ensuring faster connection to a crisis response team.
How can Luware help our agents focus on the customer during sensitive calls?
Since all calls are automatically transcribed and summarized and auto-logged in the CRM, agents are free to provide the customer with their full attention, improving the customer experience.
Can we route calls based on the policyholder's insurance plan?
Yes, parameter-based routing can route calls based on the insurance plan the customer is on, ensuring they are connected to agents with the highest skill level on that specific plan.
Expert Insights, News, and Stories From the Field
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Alexander Grafetsberger
CBO Luware Recording
