Processing a spike in insurance claims​

COVID-19 Challenge​

Due to the high number of requests for insurance claims for COVID-19 tests or treatments, a high amount of them is initially rejected because the cases cannot be adequately investigated. This means that patients are obliged to pay the initial costs themselves.​

This leads to a high number of calls for the contact center, which cannot be processed satisfactorily with the current capacity. ​


Insurance companies can deploy robots to check patients’ requests for insurance coverage. ​

This helps to inform patients about their protection and thus relieve the contact centers of the insurance companies.​

Results & Benefits

  • Handling claims more efficiently ​
  • Fewer calls relating to COVID-19 insurance claims ​
  • Maintain a high level of customer satisfaction and experience​