The cost of doing nothing
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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.
Approximately 31% of policyholders who made recent claims were dissatisfied with their experience, with 60% citing settlement speed as a primary cause. This dissatisfaction puts up to $170 billion of global premiums at risk by 2027. According to Accenture
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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.
In insurance, every 1% improvement in First Contact Resolution (FCR) correlates with a 1% increase in customer satisfaction and a 1.4-point boost in Net Promoter Score (NPS).
According to SQM Group -
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.
82% of customers prefer using mobile apps for policy management, and AI-powered virtual agents handle up to 70% of initial claims inquiries, reducing the burden on human teams.
According to: Source: Computer Science & IT Research Journal (2024), Coinlaw.io
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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 Microsoft Foundry, 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.
Know exactly where your policyholder data lives
Insurance runs on trust, and trust starts with data. Our security whitepaper details how Luware Nimbus protects every conversation — from access controls to where your data is hosted and recovered.
- Authentication & access — MFA and role-based access, monitored via Entra ID and Azure Sentinel
- Operational security — security baseline, threat prevention, secure development, incident response
- Business continuity — a defined program keeping critical resources resilient
- Data residency — Azure hosting in Switzerland, Germany or the UK, with regional DR backup and GDPR-aligned support
Download the security whitepaper
