How would a customer argue with a robot about insurance coverage or why a claim hasn’t been paid or why the premiums went way up? The customer would give up in frustration after getting the programmed response every time.
Would the robot offer Renter’s Insurance for a customer who has an existing HO3 policy, claiming they need the additional coverage for the contents of their home? If not, this robot is already one step ahead of one human agent I know!
Even though every year or so a few people have tried it, automated insurance doesn’t work. You will see an article about a new online insurance startup and how they are different, then a year later you don’t hear about them again. That has been the trend for the last 15 years, most of these new startups seem to be started by people who know little about insurance.
How would the robot handle this claim. Insured had a fire loss. Claims rep inspected and wrote a check for $157,000 to the insured and mortgagee. Insured signed check and mailed to mortgagee. Two months later insured calls me. The contractor had done $50,000 of work and hadn’t received any payment so he is leaving the job. Insured calls me very upset. I called mortgage company and get someone in the far east. He asked my name and told me he couldn’t discuss with me because I wasn’t listed as someone he could discuss with. I asked for a supervisor and he said he couldn’t transfer me to a supervisor. I won’t say what I said next. I called mortgage company again and asked for someone in the US. I got transferred to someone in Texas and I told them they were holding the insured’s money and the contractor wouldn’t do anymore work until he was paid and that I was going to contact the attorney general in their state and the insured might be able to file fraud charges against them. I was put on a brief hold and the person came back on the line and said they were going to overnight a check for $75,000 to my office and in two weeks they would send another $50,000 and the balance would be sent in two weeks after that. I wonder what the robot would have done in this case?
Just shows to go ya how difficult things can be. The problem clearly was with the mortagee, not the insurance carrier or agency. You went way beyond what many would do for a customer. Note that the insured could have done that too.
in the late 90’s bank next door to the insurance office; the lead loan officer told me everything he got assigned, for loans, had at least 3 hours of time to fix; yet they wanted him to sell insurance too!
Yeah…let’s fist-bump a robot. The robot that is going to take her job away from her.
How would a customer argue with a robot about insurance coverage or why a claim hasn’t been paid or why the premiums went way up? The customer would give up in frustration after getting the programmed response every time.
Like they do today when talking to customer reps at certain carriers.
Would the robot offer Renter’s Insurance for a customer who has an existing HO3 policy, claiming they need the additional coverage for the contents of their home? If not, this robot is already one step ahead of one human agent I know!
Good thing you are not an agent. You wouldn’t have a single customer on the books.
Getting a renter’s policy when I already have an HO3 policy was YOUR SUGGESTION dummy. I’m surprised YOU have a single customer on your books.
If the company wanted a BOT to do so politely and with facts, you could just use an actuary for that exchange.
If the company wanted a BOT to do so rudely, and based on a biased opinion, you could just use a libitteral or millenial for that exchange.
Hey, I guess at least some Americans can start attacking robots instead of those pesky non-American speaking brown people for taking jobs.
Even though every year or so a few people have tried it, automated insurance doesn’t work. You will see an article about a new online insurance startup and how they are different, then a year later you don’t hear about them again. That has been the trend for the last 15 years, most of these new startups seem to be started by people who know little about insurance.
the robot would be able to record the entire ‘conversation.’
How would the robot handle this claim. Insured had a fire loss. Claims rep inspected and wrote a check for $157,000 to the insured and mortgagee. Insured signed check and mailed to mortgagee. Two months later insured calls me. The contractor had done $50,000 of work and hadn’t received any payment so he is leaving the job. Insured calls me very upset. I called mortgage company and get someone in the far east. He asked my name and told me he couldn’t discuss with me because I wasn’t listed as someone he could discuss with. I asked for a supervisor and he said he couldn’t transfer me to a supervisor. I won’t say what I said next. I called mortgage company again and asked for someone in the US. I got transferred to someone in Texas and I told them they were holding the insured’s money and the contractor wouldn’t do anymore work until he was paid and that I was going to contact the attorney general in their state and the insured might be able to file fraud charges against them. I was put on a brief hold and the person came back on the line and said they were going to overnight a check for $75,000 to my office and in two weeks they would send another $50,000 and the balance would be sent in two weeks after that. I wonder what the robot would have done in this case?
The robot would have totally melted down.
Just shows to go ya how difficult things can be. The problem clearly was with the mortagee, not the insurance carrier or agency. You went way beyond what many would do for a customer. Note that the insured could have done that too.
in the late 90’s bank next door to the insurance office; the lead loan officer told me everything he got assigned, for loans, had at least 3 hours of time to fix; yet they wanted him to sell insurance too!
jadefox, you are right, the insured could have handled this, but she is an elderly lady that didn’t know what to do. I was glad I could help her.