Conversational AI for Insurance Sector

Claim the Benefits of AI in Insurance Customer Service

The insurance industry presents unique challenges like lengthy claims processes, disputes, and complex policy details, leading to customer frustration. With Conversational AI for insurance, contact centers can deploy virtual agents to provide 24/7 support and improve claims processing, giving customers the reassurance they need, on whatever channel they prefer.

Provide Better Insurance Customer Service with AI

Ensure policyholders can access the service they need faultlessly across any channel to increase customer satisfaction and boost loyalty.

Improve Claims Handling

Guide customers through the
claims process, offering
document submission assistance,
and provide real-time updates on
claim statuses.

Reduce Wait Times

Instant responses, 24/7 from
AI-powered virtual agents
eliminate hold times, ensuring
prompt support even during
critical events like accidents or
home damage.

Personalize Service

AI analyzes customer data so
you can offer tailored
recommendations based on
customer needs and preferences
and help customers navigate
insurance coverage options.

Improve Operations and Boost Productivity

Efficiently and cost-effectively deliver a reliable and efficient service with AI-powered customer service in the insurance industry.

Automate Common Insurance-Specific Tasks

Quickly resolve routine inquiries like policy details, claim updates, and coverage questions with AI, reducing call handling time and costs. Empower agents with real-time contextual support so they can focus on complex, high-value interactions.
Improve Insurance Service Levels

Get insights into customer behavior, claims trends, and operational efficiency from interaction data and pinpoint areas for service improvement and refine underwriting models based on claims data.
Reduce Fraud Risk

Combat fraud using voice biometrics to verify policyholders securely using their unique voice patterns with 99.5% accuracy, and AI-powered algorithms detect anomalies in voice patterns during phone claims. You can ensure only authorized individuals can access and file claims to prevent financial losses.

Insurance Customer Services Out-of-the-Box

With over 600 out-of-the-box models specifically trained on common insurance company services, intents, and data, you can design and deploy Conversational AI applications in days to automate common service tasks.

Claims Processing

Account Management

Claims Status

Policy Quotes & Comparisons

Coverage Questions

Broker Management

Benefit Elections

Automated ID&V

Appointment Booking

Frequently Asked Questions

How does Omilia help insurance contact centers improve self-service automation?

Omilia helps insurance contact centers automate high-frequency, high-volume interactions including claims status inquiries, policy information requests, payment processing, first notice of loss (FNOL) intake, and appointment scheduling with adjusters. The platform uses voice-native NLU, meaning it understands insurance terminology and customer intent accurately, even when customers describe their situation in their own words rather than formal policy language. Because the AI learns continuously from real insurer-customer conversations, automation rates improve post-deployment without requiring manual retraining by the operations team. Aon is among the insurance organizations using Omilia at enterprise scale.

Does Omilia support voice biometric authentication for insurance customers?

Yes. Omilia includes passive voice biometric verification as part of its integrated anti-fraud and security layer. For insurance contact centers, this means customers can be authenticated based on their voiceprint during the natural flow of a conversation without being asked to repeat a specific phrase or navigate a separate verification process. Passive biometrics also flag known fraudulent callers before they can complete a fraudulent claims interaction, reducing exposure to social engineering attacks. Voice biometric enrollment can be done proactively or on first contact, and the capability is part of Omilia’s native platform.

Gartner Peer Insights

30/10/2025

Reviewer Role:
Group Product Manager

Company Size:
3B - 10B USD

Industry:
Energy and Utilities

Scalable Platform Enables Continuous Optimization With Robust Analytics And Support

Omilia demonstrated a strong commitment to partnership. Their team took the time to understand our business goals and technical landscape. The implementation process was smooth with clear milestones, proactive communication, and a collaborative approach that made complex integrations feel manageable.

29/10/2025

Reviewer Role:
Director of Operations

Company Size:
250M - 500M USD

Industry:
Banking

Omilia Application Focuses on Intuitive Design for Enhanced Customer Experience

The Omilia team is eager to ensure our application is capturing the best possible customer experience!

29/10/2025

Reviewer Role:
SR. MANAGER

Company Size:
3B - 10B USD

Industry:
Banking

Omilia's Integrated Capabilities: A True Game Changer for Customer Experience

Overall, my experience with Omilia has been very good. It's rare to engage with a vendor where it feels like a true partnership, and they care as much about the customer experience as we do.

28/10/2025

Reviewer Role:
Software Development Manager

Company Size:
30B + USD

Industry:
Banking

Industry Leading Voice Servicing that Constantly Improves

Omilia Professional Services has gone above and beyond to help us achieve our goals. The platform has also given us a footing to deliver outstanding customer experiences. I'm very excited by Omilia's product roadmap, which gives me a lot of hope for the future of voice servicing.

24/10/2025

Reviewer Role:
IT Associate

Company Size:
50M - 250M USD

Industry:
Consumer Goods

Scalable cloud that is best in class for speech and PCI compliant

Omilia has all of the technology to offer best in class conversational natural language interactions. Tuning software for telephony and contact center use cases is something that many vendors have not achieved. But Omilia excels in this space. As someone who has used their competitors technology for decades, their speech recognition accuracy surprised me.

23/10/2025

Reviewer Role:
DIRECTOR OF CUSTOMER SERVICE AND SUPPORT

Company Size:
500M - 1B USD

Industry:
Banking

Productivity Boost with Omilia: Notable Improvement in Work Time

It is a pleasure and productive working relationship with Omilia. One of our main areas of productivity (AHT, total work time) has seen a noticiable improvement thanks to the tools we presently utilize. They are incredibly supportive and detail oriented.

23/10/2025

Reviewer Role:
IT MANAGER

Company Size:
10B - 30B USD

Industry:
Energy and Utilities

Omilia conversational AI - A powerful tool to transform your business needs and CX

Omilia has been a great partner. They have delivered amazing AI solutions that fits our needs. The team that has been working with us are phenomenal and best at what they do. They are customer focused and always come up with innovative solutions that are very helpful to our business.

23/10/2025

Reviewer Role:
Manager, Customer Service and Support

Company Size:
1B - 3B USD

Industry:
Energy and Utilities

Full Technology Ownership by Omilia Enhances IVR Performance and Implementation Success

The Omilia team have been great partners. We have worked closely with them for more than 3 years to develop, build, maintain, and improve our IVR.

22/10/2025

Reviewer Role:
Engineering Manager

Company Size:
10B - 30B USD

Industry:
Banking

Customer-centric vendor that provides cutting edge technology and exceptional customer service

Overall, a very positive experience. Vendor is very receptive to their customer feedback. Good customer service.

22/10/2025

Reviewer Role:
IT Associate

Company Size:
1B - 3B USD

Industry:
Energy and Utilities

Conversational AI Platform Shows Improvements in Customer Satisfaction and Contact Metrics

Omilia has proven to be a strong and collaborative partner in deploying the Omilia IVR solution at our company. Their conversational AI platform has delivered highly effective NLU experience that not only meets but exceeds the legacy system it replaced. The Omilia team brought deep technical expertise and a customer first mindset to the engagement.

22/10/2025

Reviewer Role:
Group Product Manager

Company Size:
<50M USD

Industry:
Travel and Hospitality

Strong Focus on Customization and Client Interests

Omilia is really innovative and is proactive in sharing recommendations about our business application and how we can improve our experiences. They really have our best interest in mind.

13/10/2025

Reviewer Role:
Director of IT

Company Size:
500M - 1B USD

Industry:
Banking Industry

Great product with an even greater future.

Of all the vendor relationships I have had, Omilia has been the most enjoyable to work with. The Omilia team always has an answer to questions I have regarding their platform.

06/10/2025

Reviewer Role:
AVP of Service Center Operations

Company Size:
50M - 250M USD

Industry:
Banking Industry

Great Product!

The product is really great and has made our process very streamlined.

01/10/2025

Reviewer Role:
Operations

Company Size:
3B - 10B USD

Industry:
Travel and Hospitality Industry

Omilia delivers like a small agile team that keeps us at the top of our space where speed is critical

Omilia has been a crucial partner in helping us scale quickly and more importantly working to build out features, updates, and improvements to our system quickly in a rapidly changing landscape.

01/06/2024

Reviewer Role:
Engineering - Other

Company Size:
10B - 30B USD

Industry:
Banking Industry

Customer-Centric Vendor Provides Exceptional Service

Overall, a very positive experience. Vendor is very receptive of their customer feedback. Very good customer service.

24/07/2024

Reviewer Role:
IT Services

Company Size:
10B - 30B USD

Industry:
Banking Industry

Omilia Pushes Boundaries With Advanced Voice Recognition Technology

Every employee of Omilia I came into contact with is proud of their company and wants every engagement to be a successful one.

05/07/2024

Reviewer Role:
IT

Company Size:
10B - 30B USD

Industry:
Energy and Utilities Industry

Build Agile Business Solutions with Omilia

Our overall experience with implementing with the Omilia project team was excellent. They quickly understood our requirements and also offered feedback and potential room for improvement.

05/07/2024

Reviewer Role:
IT

Company Size:
1B - 3B USD

Industry:
Banking Industry

Clients Thrive with High-functioning Network System

Stable network that works great for the self-service of our client's needs. Seamless workflow when changes are needed to update intents

11/07/2024

Reviewer Role:
IT

Company Size:
10B - 30B USD

Industry:
Travel and Hospitality Industry

Omilia Delivers Superior Support and Quick Deployment

Omilia has gone above and beyond to meet our needs. Our deployment was quick, and the support was excellent.

11/07/2024

Reviewer Role:
IT

Company Size:
10B - 30B USD

Industry:
Travel and Hospitality Industry

Omilia's IVR provides superior architecture and development tools

We have been very impressed with Omilia's IVR solution and people. Everything from interacting with Omilia staff to requirements gathering and implementation has been exceptional. This IVR was selected due to its AI abilities and so far it has delivered what was promised.

11/07/2024

Reviewer Role:
Engineering - Other

Company Size:
10B - 30B USD

Industry:
Banking Industry

Omilia's Highly Efficient Voice Processing and Response Capabilities

Omilia has been very responsive to issues and questions we have had through the entire process.

15/07/2024

Reviewer Role:
Operations

Company Size:
250M - 500M USD

Industry:
Energy and Utilities Industry

Omilia Delivers on Complex Use Cases with On-Time Delivery

Omilia teams were able to deliver on complex use cases quickly, helping us meet our delivery schedule. They continue to collaborate closely with our teams on IVR optimizations.

15/07/2024

Reviewer Role:
Customer Service and Support

Company Size:
10B - 30B USD

Industry:
Manufacturing Industry

Omilia's AI: Delivering Enhanced Customer Solutions

Excellent experience. Leveraged Omilia to deliver an improved customer experience.

16/07/2024

Reviewer Role:
Operations

Company Size:
250M - 500M USD

Industry:
Travel and Hospitality Industry

Omilia Offers Top-Notch Performance in Initial Market Testing

Omilia has been a great partner from the first POC test to market test.

19/07/2024

Reviewer Role:
Engineering - Other

Company Size:
250M - 500M USD

Industry:
Banking Industry

Revolutionizing Call Center Services Using Machine Learning

Ability to deliver complex use cases with top quality; agility and top speed. Hundreds of out of the box functionalities in the contact center space.

19/07/2024

Reviewer Role:
Product Management

Company Size:
<50M USD

Industry:
Banking Industry

Omilia: Innovatively Adapting to Custom Needs

Omilia has been a great partner for us to date, and has been particularly flexible/accomodating to our unique needs. We have a strong POV/vision of vision for IVR both from customer/business and E2E tech stack perspectives, of which Omilia has been fully aligned and supporting.

29/07/2024

Reviewer Role:
Customer Service and Support

Company Size:
3B - 10B USD

Industry:
Healthcare and Biotech Industry

Omilia is best-in-class

The Omilia team is compiled of experts. They care about the functionality of their product and the success of their clients. I felt valued as a customer.

29/07/2024

Reviewer Role:
Software Development

Company Size:
3B - 10B USD

Industry:
Banking Industry

Omilia's NLU Capability: A Game Changer for Customer Experience

Overall, my experience with Omilia has been very good. It's rare to engage with a vendor where it feels like a true partnership, and they care as much about the customer experience as we do.

28/08/2024

Reviewer Role:
IT

Company Size:
10B - 30B USD

Industry:
Energy and Utilities Industry