Conversational Insurance Self-Service

Problem

Customers needed support across insurance purchase, claims, renewals, and payments, while many basic questions still required human-agent involvement. Manual support created friction in the customer journey and limited operational scalability.

My Role

I owned the customer workflows across B2C, B2B, and CRM journeys, including conversational self-service and human escalation. I partnered with engineering and external vendors on delivery and integrations.

Product decision

I designed conversational self-service for common queries and initial information gathering, with escalation to human support when automation could not resolve the issue.

Constraint

Delivery depended on insurance carriers and external payment, SMS, and API vendors across purchase, claims, renewals, and payments.

Process

• Discovery: mapped purchase, claims, renewal, and payment journeys to identify common support needs.
• Workflow design: defined WhatsApp self-service across 10+ workflows, including initial information gathering and escalation to human support.
• Delivery: partnered with engineering, carriers, and payment, SMS, and API vendors.

Outcome

Contributed to 30% sales growth across 1,000+ monthly leads through digital journey optimization, and a 24% improvement in lead conversion driven specifically by the WhatsApp automation, while reducing human-agent load with 24/7 self-service.

Takeaway

Common questions and information gathering offer a focused scope for conversational self-service. A human escalation path remains part of the customer journey.