ICICI Lombard launched self-service facilities on Telegram via its AI-powered chatbot @ICICI_Lombard_Bot. Telegram chatbot provides customers with convenient features such as auto claim registration, claim status tracking, insurance policy renewal, uploading policy documents, modifying details police, among others.
Amid the instant messaging trend initiated by platforms like WhatsApp, consumers have become addicted to various platforms. One of those tools that has gained traction in the recent past is Telegram. In recent months, the platform has gained millions of consumers, one in four being an Indian.
The insurer has also added a multitude of services to its directory of installations existing on the WhatsApp platform. With the new services, customers will be able to obtain instant resolution of complaints related to the status of the complaint, download documents for any complaints initiated, initiate a complaint, etc. For example, to register an automobile claim, the user simply needs to enter the vehicle registration number, incident date and time and location.
Sanjeev Mantri, Executive Director of ICICI Lombard, said: âCommunication and customer service have undergone a significant change in recent years. The consumer demand of today’s new era is instant resolution and contactless support. The AI-enabled chatbot introduced on Telegram and the addition of new services on WhatsApp is a step in that direction. We believe that these steps will allow our clients to be more independent and to guarantee them a first-rate experience in their insurance journey. “
Some of the various services offered on the messaging platforms include tracking claims status, downloading active policies, renewing existing insurance coverage, changing personal policy information, etc. Customers can even locate the nearest ICICI Lombard branch and affiliated hospitals and garages based on location.