Digital insurer FWD Singapore has created a virtual personal assistant for its travel insurance customers. Called Faith, the chatbot is available 24/7, and has been designed to guide policyholders through the entire process in the event that they should need to claim on their travel insurance.
The bot has been developed and launched in collaboration with Active.Ai, a Singapore-based fintech startup that provides a proprietary AI enterprise platform through which it helps financial institutions to analyse, process and make sense of reams of unstructured customer data.
As well as offering a guiding hand throughout the claims process, Faith can also answer customers’ questions about the life and general insurance products offered by FWD. And rather than relying on call centre working hours or sending emails, queries can be responded to instantly.
“When customers do need to make a claim on their insurance plans, they want the process to be seamless, quick and efficient,” said Abishek Bhatia, CEO of FWD Singapore. “With Faith, this is exactly what they will experience, with the bonus that they can talk to her at any time of the day, from anywhere in the world, as long as they have a mobile device and a working internet connection.”
Part of the impetus behind Faith’s development was the perceived frustration that Singaporean travel insurance customers had with the complexity of the claims process. FWD has a history of trying to innovate in order to solve these sorts of customer issues, from the introduction of an electronic claims payment system to a mobile app that enables their policyholders to access to cashless medical treatment should they fall ill or suffer injury while travelling.