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The Power of Conversational AI in Auto Insurance Claims

Watch Orvera AI’s dramatized auto insurance claims scenario, exploring voice AI, roadside assistance, and customer experience from the first call.

Overview

About this session

This Orvera AI film explores conversational AI for auto insurance claims through a dramatized roadside incident involving a driver, Megan, and her son, Eli. After a pickup hits their car, Megan is repeatedly asked to explain what happened before reaching a virtual claims assistant. The contrast puts the customer experience at the center of the story: an anxious caller needs a clear response, reassurance, and a practical next step rather than another retelling of the accident. The scenario illustrates first notice of loss, or FNOL, and the importance of retaining context during an insurance claim.

The virtual assistant checks whether everyone is safe, confirms policy details, requests a photograph of the other driver’s insurance card, and records the police report number. It then coordinates a tow, describes a rental-car request, and tells Megan that the adjuster will have the information already provided. When roadside assistance arrives, the driver has the relevant details. For insurance operations and customer experience leaders evaluating AI voice agents, the film offers a scenario for discussing claims intake, conversational continuity, empathy, and handoffs. It is an illustrative production, not a recording of an actual customer claim or a measured product-performance test.

Key takeaways

What comes out of it

  • Start with the caller’s immediate situation. The virtual assistant first asks whether Megan and everyone in the car are okay and whether they are somewhere safe. The scene presents reassurance and safety questions as an important part of the initial claims conversation.

  • Retain context during claims intake. Repeated requests to explain the accident create the opening frustration. The contrasting interaction shows an assistant acknowledging the information already shared and carrying it forward through the rest of the call.

  • Connect the conversation with the claim details. The film depicts policy identification, an identity check, a request for the other driver’s insurance information, and capture of a police report number. These moments make the first notice of loss workflow concrete for viewers.

  • Move from questions to practical next steps. Once the caller explains that the car is unsafe to drive, the scenario progresses to a tow and a rental-car request. The story connects insurance customer service with the actions a stranded caller needs.

  • Carry information into the handoff. The assistant says the adjuster will have the details already collected. Later, the roadside assistance driver arrives knowing what happened, illustrating why continuity across teams matters to the claims experience.

  • Use a calm tone alongside clear information. The assistant gives Megan time when she says her hands are shaking, explains what it is doing, and provides an estimated arrival time. The film pairs conversational empathy with specific information and next steps.

  • Evaluate the scenario in the context of your operation. Insurance and CX leaders can use the film to discuss voice AI, claims intake, and roadside assistance workflows. Actual deployment still requires validating the systems, processes, and service requirements of the organization.

TranscriptRead the full session

Transcript from the video's English captions, lightly formatted for readability. Automatic captions may contain transcription errors.

Eli. Eli, are you okay? I'm okay, Mom. I'm okay. [laughter] Your coffee is everywhere, Mom. I don't care. I don't care about the coffee. A pickup hit us from behind at the light on fifth. Thank you for holding. Can you tell me what happened? [laughter] A A pickup hit us from behind at the light on fifth. Can you tell me what happened? A pickup hit us from behind at the light on fifth. Okay. And what happened? A pickup hit us from behind at the light on fifth. And what happened to the car? A pickup hit us from behind at the light on fifth. Can you

tell me what happened? A pickup hit us from behind at the light on Fifth. Larksburg Claims. I'm the virtual claims assistant and this call is recorded. Are you and everyone in your car okay? We're okay. It's me and my son Eli and nobody's hurt. A pickup hit us from behind at the light on Fifth. I'm glad you're both okay. You're calling from the number on your policy, so I've got your policy and your car up. You've told me what happened, and you won't have to tell it again tonight. Are you somewhere safe? We're at the curb on 5th, just past the light at Grant, and

the hazards are on. Good. Just so I know it's you, can I get your date of birth? June 12th, 1981. Sorry, my hands won't stop shaking. Take your time. You're doing fine. Thanks, Megan. Can you send me a photo of the other driver's insurance card? I'm texting you a link now. Got it. That's Thomas Riley, and I've added his insurance to your claim. And is your car safe to drive? The tailgate won't close, and I can't see out the back. Then I'm sending a tow to you, and the driver can take you both home once your car is loaded. [music] It's about 20 minutes out.

Your policy includes rental coverage, so I've put in a request for a rental car. The officer just gave me a report number. Read it to me whenever you're ready. It's 47192. 47192. It's on your claim. Your claim set up and your adjuster will have everything you've told me tonight. That's it? That's it. Go get warm, Megan, and tell Eli I'm glad he's okay. I'll tell him. Thank you. Hi. Do you need me to tell you what happened? Hi, I'm Ray and I'm here for your car. I've got everything right here. A pickup hit you from behind at the light on fifth and your tailgate won't

close. Mom, you're laughing. [laughter] I know. I have no idea why. [music]

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