What challenges did Insurance companies (exact names not disclosed) face before AI implementation?

Manual damage claims registration is error-prone and costly. Overloaded call centers resulting in long wait times. Human errors in data collection and registration lead to delays and compliance risks. High operational costs due to large staffing needs. Customer dissatisfaction and churn due to slow settlements and errors.

What was the impact of the AI solution?

Reduced per-interaction cost from $1.50 (manual) to $0.19 (AI voicebot), over 80% savings. Automated claim registration saves $3,900+ monthly for mid-sized centers. Faster damage data registration and minimal operational errors. Substantially improved customer satisfaction scores.

Source

MicrosoftProductionEvidence: Medium50/100

Automated Insurance Claims Processing with Custom AI Voicebot

Use case typeClaims automationUpdated Jun 13, 2026

Insurance companies face increasing pressure to streamline claims processing. Manual workflows burden call centers with high costs, long wait times, and human errors, leading to customer dissatisfaction and churn. Netguru addressed these challenges by developing a custom AI voicebot using Microsoft Azure OpenAI and Azure Speech Services. Unlike off-the-shelf solutions that lack insurance-specific adaptation, their tailored bot automates claims intake, supports complex workflows and multilingual interactions, and integrates with insurers’ CRM platforms. The system is capable of natural interruption handling, accurate speech recognition, and can scale for 24/7 support. By shifting routine tasks to AI, call center costs are cut dramatically while customer satisfaction rises. The architecture leverages Twilio for voice calls, STT via Azure and OpenAI Whisper, and CRM integrations for data flow. Operational efficiency, error reduction, and regulatory compliance are core benefits, demonstrated by monthly cost reductions and faster claim registrations.

Organization: Insurance companies (exact names not disclosed)
Industry: Insurance
Location: Poland
Published: June 2025

Reported outcomes

−80%

costCost savings

Strategic outcomes

New product / capabilityAutomated claims intake with AI voicebotSpeed & agilityEnabled 24/7 scalable claims handlingCustomer experience & trustImproved customer satisfaction and reduced churnRisk & complianceReduced operational errors and compliance risks

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Cost: 80% decrease

NetguruJun 4, 2025Blog postInferred claimMedium evidence strength

Reduced per-interaction cost from $1.50 (manual) to $0.19 (AI voicebot), over 80% savings.

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Insurance companies (exact names not disclosed)
Provider: Microsoft
Maturity: Production
Linked source: Netguru

Operational efficiency, error reduction, and regulatory compliance are core benefits, demonstrated by monthly cost reductions and faster claim registrations

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 4

1Automated Damage Claims Registration
2AI Voicebot for Insurance Call Centers
3Multilingual Claims Processing

Manual damage claims registration is error-prone and costly.
Overloaded call centers resulting in long wait times.
Human errors in data collection and registration lead to delays and compliance risks.
High operational costs due to large staffing needs.
Customer dissatisfaction and churn due to slow settlements and errors.

Developed a custom AI voicebot with Azure OpenAI and Azure Speech Services.
Integrated multilingual and natural interruption support.
Automated repetitive data collection for claims registration.
Integrated with CRM platforms for streamlined workflows.
Enabled 24/7 scalable claims handling with reduced need for human agents.

Technologies

Azure OpenAI Azure Speech Services Azure AI

Reduced per-interaction cost from $1.50 (manual) to $0.19 (AI voicebot), over 80% savings.
Automated claim registration saves $3,900+ monthly for mid-sized centers.
Faster damage data registration and minimal operational errors.
Substantially improved customer satisfaction scores.

Architecture

Calls are routed via Twilio, streamed to Azure/OpenAI Whisper for speech-to-text, processed with Azure OpenAI for intent detection and workflow management, with responses re-synthesized and information synced to CRM systems for claims tracking.

Sources & evidence1

Evidence: Medium50/100Evidence strength