A chatbot follows the paths you draw. An AI agent reads what the customer actually wrote, looks up your insurance agency's own information, and takes the next step — books, updates, follows up. This is what that looks like for insurance agents, and how to keep it honest.
✓ Fact-checked against Meta’s WhatsApp rate card and vendors’ own pricing pages
| Question | Agent answers? | What it needs |
|---|---|---|
| When does my car insurance expire? | Yes | Policy records |
| Send my health card | Yes | Stored documents |
| What documents do I need for a claim? | Yes | Claim checklists by type |
| What is the status of my claim? | Yes, as recorded | Claim tracker |
| Is cataract surgery covered? | No — advisor, from policy wording | A licensed advisor |
Start with what customers ask. Customers ask about premiums, what a policy covers, renewal dates, how to file a claim and the status of a claim. An agent answers all of that from your own information. Then give it the work insurance agents repeat every day:
The agent runs these on WhatsApp in the customer's language, day and night, and writes what it did back to the contact record so staff see the full history.
An AI agent is only as accurate as what you give it. On Reputoo it answers from your knowledge base — pages crawled from your website, documents and price lists you upload, and policies you write down — rather than from general knowledge. Two rules keep it right:
It also needs to see the records your insurance agency already keeps — what to connect: A policy CRM or the insurer's portal, with policy numbers and renewal dates.
The agent explains processes and shares documents; it does not interpret coverage, compare products or recommend plans. Those go to a licensed advisor, who reads the policy wording and knows the customer. The agent's instructions must say this explicitly.
These are the moments customers remember, and they are worth a human:
The agent can open each of these conversations and collect the details; a person should close anything involving a complaint, an exception to policy, or money that has not been agreed. Handover goes to the shared inbox with the full conversation attached.
The same agent that answers on WhatsApp can answer your insurance agency's phone line as Vajra, Reputoo's voice agent, so a customer who calls gets the same answers as one who messages. It speaks 36 languages and switches to the caller's.
The agent acknowledges a claim, sends the right document list, collects documents, and updates status from the tracker. Emergencies are escalated to a person at once with the insurer's helpline shared immediately.
The agent sends renewal quotes and payment links, confirms payments, and sends renewed policy documents. It never asks for card numbers, PINs or OTPs.
Policy and health information is shared only with the policyholder's registered number or authorised family members, never with anyone else.
The agent replies in the customer's language across 36 languages.
The agent explains the difference between cashless and reimbursement claims as the insurer describes them, sends the right steps and documents, and tracks status. Approval decisions are the insurer's.
After an accident, the agent sends the claim steps, collects photos and documents, explains the surveyor visit and lists network garages from the insurer's list.
When a premium is missed, the agent tells the customer the last date to pay within the grace period as the policy defines it, and sends the link.
The agent sends the insurer's forms for nominee and KYC updates and passes completed requests to the team.
Employees under group policies can ask for their e-card, the claim process and the hospital network; the agent answers from the group policy records.
A month of conversations shows what customers misunderstand about their cover, where claims get stuck, and who is under-insured — the basis for advisor follow-ups.
Calm and clear, especially in claims. Families in a hospital corridor need simple steps, not policy language.
New policyholders ask whether they can cancel. The agent explains the free-look period as the policy defines it and passes cancellation requests to an advisor to process.
With the policyholder's consent, the agent answers authorised family members about renewals and claims, which matters for elderly customers whose children manage their policies.
The agent collects destination, dates and travellers for travel cover and passes them to an advisor for a quote, then sends the policy and emergency helpline.
Coverage questions, recommendations, claim disputes and complaints go to a licensed advisor with the policy and question attached. The agent tells the customer when to expect contact.
A licensed advisor reviews the agent's conversations weekly for claims needing help and customers with gaps in cover, and follows up personally.
The agent reads the insurer for each policy and gives that insurer's claim process and helpline — never a generic number — so emergencies go to the right place.
For shop, office and liability policies, the agent handles renewals and claim steps, and passes new-cover enquiries to a licensed advisor.
When a customer says they need more time, the agent gives the grace-period date as the policy defines it and sends the link again before it ends.
Tell the agent your agency's tone — personal and caring — and read its claim conversations especially carefully in the first weeks.
The agent collects mid-term change requests with documents, explains that the insurer issues the endorsement, and sends the updated schedule when it arrives.
The agent keeps a checklist for each claim, confirms documents as they arrive, and reminds the customer what is still missing so claims are not held up.
Customers ask what "sum insured", "co-pay" or "waiting period" mean. The agent explains the general meaning of common terms from your glossary and points to the policy wording and an advisor for how they apply to the customer's policy.
At night the agent handles document requests and routine questions, and for claims gives the insurer's helpline and steps first, alerting the agent for the morning or immediately if urgent.
When a motor policy lapses, the agent explains the insurer's inspection requirement, collects vehicle photos and details, and books the inspection before renewal.
The agent sends premium receipts for the financial year to the policyholder for tax deductions, from the agency's records.
Employees under group cover ask about dependants, network hospitals and claim steps. The agent answers from the group policy and passes HR-related changes to the corporate client's HR contact.
For customers with several policies, the agent can send one monthly summary — which policies renew soon, which premiums are due — and handle all of them in one conversation.
A customer unhappy with a claim decision or service gets an apology and a handover to a senior advisor with the policy and claim attached. The agent explains that insurers have grievance processes and the advisor will guide them through it.
Prospects ask what cover might cost. The agent can share published premium illustrations for a stated age and sum insured, clearly labelled as illustrations, and books an advisor for an actual quote.
A chatbot follows menus and flows you define. An AI agent understands free-form messages, answers from your own knowledge base, and can take actions such as booking or updating a record. Most businesses run both: flows for fixed tasks, the agent for everything else.
Yes, which is why it should answer only from your knowledge base and hand over when it does not know. Review conversations in the first weeks and add missing answers to the knowledge base as you find them.
No. It shares documents and explains processes; coverage questions go to a licensed advisor who reads the policy wording.
Yes — acknowledging it, sending the document list, collecting documents and updating status. Emergencies go to a person immediately.
Yes, with the premium, any changes and a payment link.
Yes, as the insurer describes them, with the steps and documents for each. Approval is the insurer's decision.
Yes. It reads the insurer for each policy and gives that insurer's claim process and helpline.
Yes, across 36 languages.
Yes — it explains the inspection requirement, collects photos and books the inspection.
The agent hands you to a senior advisor who explains the insurer's grievance process and helps you through it.
It shares published illustrations for your age and sum insured and books an advisor for an actual quote.
Yes, a monthly summary of renewals and premiums due across your policies.
Yes. IRDAI guideline changes, new product launches, premium revision announcements — broadcast instantly to relevant clients. Agents who share proactive updates build strong advisory relationships.
Reputoo's bot handles inbound inquiries — collects requirements (age, type of insurance, budget), qualifies the lead, and routes to you with full context. You focus on closing, not collecting basic information.
Written by Riya · Reputoo. Riya writes Reputoo’s guides on the WhatsApp Business API, chatbots and voice AI for Indian businesses. Prices are checked against Meta’s published rate card (25 September 2026); competitor details come from each vendor’s own site.
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