Is a chatbot for insurers DORA compliant?

Yes. LoyJoy offers DORA-aligned contract design with audit rights and reporting. The platform hosts exclusively in the EU, is aligned with GDPR, BFSG, and the EU AI Act, and supports BaFin, VAG, and VAIT requirements.

How does AI-based claims intake work?

The AI agent captures the claim in a dialog, asks line-specific follow-up questions, collects photos and receipts, and hands over a quality-checked notification to the claims handlers. Motor, home contents, liability, and glass damage are supported.

Which insurers already use LoyJoy?

Among others R+V Versicherung with the AI assistant Emmie, ADAC, CosmosDirekt, DA Direkt, WGV, and Zurich. R+V is scaling to 500,000 planned conversations in 2026.

Can the AI agent calculate tariffs and close applications?

Yes. The AI agent advises on tariffs, calculates premiums in real time, and walks customers through a seamless application journey up to the closing in chat. WGV and CosmosDirekt run this in production.

Is the solution BaFin and VAG compliant?

LoyJoy supports your supervisory IT requirements from VAG and VAIT. DORA-aligned contracts with audit rights and reporting are included. The platform hosts exclusively in the EU.

Can the chatbot also capture claims by phone?

Yes. LoyJoy provides Phone Agents based on current speech-to-speech AI. Latency below 500 ms, natural speech quality, interruption handling, EU hosting. Ideal for the claims hotline, also at night and during peaks.

Agentic Customer Service for insurers

The AI Agent for insurers: automate sales and service

AI chatbot and voicebot for insurers: claims intake, tariff advice, application journeys, and customer service, resolved end-to-end. DORA-aligned, BaFin- and VAG-ready, EU hosting. Live in 2 to 4 weeks.

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Zurich Innovation Championship 2024

Finalist

InsureNXT Award 2026

Member

InsurLab Germany

Member

InsurTech Hub Munich

Proven success at one of Germany's largest insurers

R+V Versicherung scales with the AI assistant Emmie on the LoyJoy platform. Presented jointly at InsureNXT in Cologne.

17x

Request growth in 10 months (2,000 to 34,000) at R+V

50%

of requests handled outside service hours

500,000

planned conversations at R+V in 2026

Months to go-live

AI chatbot for insurers: why now

Insurers are under pressure: customers expect instant answers around the clock, while skilled staff is scarce and inquiry volume keeps rising. Half of all customer requests today are made outside classic service hours. An AI chatbot for insurers resolves recurring requests around claims, contracts, tariffs, and premiums end-to-end and frees claims handlers for complex cases.

LoyJoy is the European platform for Agentic Customer Service. Unlike generic chatbots, LoyJoy executes real processes, captures claims in a structured way, advises on tariffs, and is built to meet the regulatory requirements of the insurance industry: DORA, BaFin, VAG, and VAIT.

Use cases: chatbot and voicebot for insurers

Nine use cases insurers and intermediaries automate end-to-end with LoyJoy.

AI-based claims intake

The AI agent captures claims in a structured dialog, asks situational follow-up questions, collects photos, and hands over a quality-checked result to the back office.

Application journeys, tariff advice and premium calculation

Customers complete insurance applications in a seamless chat. The AI agent advises on tariffs, calculates premiums in real time, and drives conversion. Higher closing rates on expensive leads.

Existing customer service

Address changes, bank details, contract adjustments, and premium questions directly in chat, connected to your policy administration system via API.

Voicebot for the claims hotline

Speech-to-speech voicebot captures claims by phone, even at night and during peak times. Low latency, natural speech, EU hosting.

Chatbot and phonebot for brokers and agencies

Brokers, agents, and agencies answer standard questions in automated form and are reachable 24/7. In use at HanseMerkur.

Chat campaigns on social media

Reach younger target groups directly on channels like Instagram. Interactive chat campaigns for advice and lead generation, as at DA Direkt.

Cross-selling and lead generation

Meet customers in their situation, propose suitable add-on products, and capture leads with marketing consent under GDPR.

Document service

Request your policy, premium statement, or insurance confirmation directly in chat. The AI agent identifies the customer and provides the document.

Live-agent handover to claims handlers

Complex cases are handed over seamlessly to your claims handlers in live chat, with full conversation context. Asynchronous handover via ticket is also possible.

AI claims intake across all lines

The AI agent captures claims dialog-based and line-specifically, from the first notification to the handover to claims handlers.

Motor claim

Capture accident details, license plate, location, and photos in a structured way; assign a claim number.

Home contents and property damage

Capture cause, affected items, and value statements; upload receipts as photos.

Liability claim

Capture the injured party, course of events, and the claim; verify plausibility; route to the responsible department.

Glass damage

Schedule the repair shop appointment directly in the dialog: damage type, location, and time slot.

Photo and document upload

Customers upload photos and receipts directly in chat. The AI checks completeness and quality.

Handover to claims handlers

Quality-checked claim notification handed over to your policy or claims system via API.

Voicebot Speech-to-Speech (Phone Agent)

Voicebot for the claims hotline

Our Phone Agents run on the latest speech-to-speech AI. Latency below 500 milliseconds, natural prosody, interruption handling, and EU hosting. Claims are captured reliably, also late at night and during call peaks after storms.

Latency below 500 ms
Natural prosody
Interruption handling
EU hosting

Sample dialog

Caller

"I just had a rear-end collision, my bumper is damaged."

Emmie (AI agent)

"I'm sorry to hear that. I'd be happy to take the report. Is anyone injured, or is this just about property damage to the vehicle?"

DORA, BaFin, VAG, and VAIT: compliance for insurers

Insurers process highly sensitive data under strict regulation. LoyJoy hosts exclusively in the EU, operates AI models in the EU, and encrypts data in transit and at rest. The platform is aligned with GDPR, BFSG, and the EU AI Act, and supports your supervisory requirements from VAG and VAIT. DORA-aligned contract design with audit rights and reporting is included.

DORA

Digital operational resilience, audit rights, and reporting included.

BaFin and VAIT

Supports compliance with your supervisory IT requirements.

VAG

Support for regulated insurance processes.

GDPR

Data processing agreement, DPIA, EU data sovereignty.

EU AI Act

Transparency obligations and documentation.

EU hosting

Data and AI models exclusively in the EU.

Integration with your existing systems

With the LoyJoy API client, you can connect any policy, claims, or tariff system that exposes a REST API or comparable interface. The AI agent executes real processes: file claims, change contract data, calculate premiums, and provide documents, all during the customer conversation, with confirmation via email or SMS. Workflows are modeled with the BPMN engine, no code required.

API client (REST)
BPMN workflows
Webhooks
SSO / customer login
Email and SMS
Salesforce
Hubspot

Success Case R+V Versicherung

R+V Versicherung: the digital assistant Emmie

R+V Versicherung sets new standards in customer focus with the Agentic AI Emmie on the LoyJoy platform. Routine questions are resolved automatically, freeing employees for personal advice. Inquiry volume grew from 2,000 to 34,000 between month one and month ten, half of which outside service hours. For 2026, 500,000 conversations are planned.

Read the R+V Emmie case study

R+V Versicherung: the digital assistant Emmie

ROI calculator for insurers

Calculate your concrete savings based on your contact volume, average handling time per case, and your target automation rate. Based on real LoyJoy projects in the insurance industry.

Calculate savings

Frequently asked questions about the AI chatbot for insurers

: Yes. LoyJoy offers DORA-aligned contract design with audit rights and reporting. The platform hosts exclusively in the EU, is aligned with GDPR, BFSG, and the EU AI Act, and supports BaFin, VAG, and VAIT requirements.
: The AI agent captures the claim in a dialog, asks line-specific follow-up questions, collects photos and receipts, and hands over a quality-checked notification to the claims handlers. Motor, home contents, liability, and glass damage are supported.
: Yes. With the LoyJoy API client, you can connect any policy, claims, or tariff system that exposes a REST API or comparable interface. Process logic is modeled in BPMN workflows without code.
: Among others R+V Versicherung with the AI assistant Emmie, ADAC, CosmosDirekt, DA Direkt, WGV, and Zurich. R+V is scaling to 500,000 planned conversations in 2026.
: Yes. The AI agent advises on tariffs, calculates premiums in real time, and walks customers through a seamless application journey up to the closing in chat. WGV and CosmosDirekt run this in production.
: LoyJoy supports your supervisory IT requirements from VAG and VAIT. DORA-aligned contracts with audit rights and reporting are included. The platform hosts exclusively in the EU.
: Yes. LoyJoy provides Phone Agents based on current speech-to-speech AI. Latency below 500 ms, natural speech quality, interruption handling, EU hosting. Ideal for the claims hotline, also at night and during peaks.

Resources for insurers

Ready for an AI chatbot at your insurance company?

We will show you in 30 minutes how LoyJoy runs in production at R+V, ADAC, CosmosDirekt, and WGV.

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The AI Agent for insurers: automate sales and service

Proven success at one of Germany's largest insurers

AI chatbot for insurers: why now

Use cases: chatbot and voicebot for insurers

AI-based claims intake

Application journeys, tariff advice and premium calculation

Existing customer service

Voicebot for the claims hotline

Chatbot and phonebot for brokers and agencies

Chat campaigns on social media

Cross-selling and lead generation

Document service

Live-agent handover to claims handlers

AI claims intake across all lines

Motor claim

Home contents and property damage

Liability claim

Glass damage

Photo and document upload

Handover to claims handlers

Voicebot Speech-to-Speech (Phone Agent)

DORA, BaFin, VAG, and VAIT: compliance for insurers

DORA

BaFin and VAIT

VAG

GDPR

EU AI Act

EU hosting

Integration with your existing systems

Success Case R+V Versicherung

More success stories from the insurance industry

R+V Insurance AI Assistant Emmie

R+V Insurance Chatbot Lazlo

ADAC Travel Health Insurance

DA Direkt Pet Health Insurance

CosmosDirekt Accident Insurance

WGV Insurance Chat

ROI calculator for insurers

Frequently asked questions about the AI chatbot for insurers

Resources for insurers