Industries
AI for insurance claims lines: takes the claim and books the assessor
Lumate, from lumate.io, is an AI assistant for insurance claims lines. It answers a customer who needs to report damage, takes their name, policy number and what happened, then phones the assessor you name to book a visit, and moves the claim along a board built for your process.
The film
Calderwick Insurance is an invented insurer. Nadia, who runs its claims, explains how claims work and asks Lumate for an app. A customer then reports a burst pipe.
What happens in the film
- 01
Learns how claims work 0:05
Nadia tells Lumate how claims work and asks for an app. Lumate builds it, with a board the claim will move along.
- 02
Answers the customer 0:13
A customer reports a burst pipe. Lumate says it is the AI assistant for Calderwick Insurance and that the call is recorded.
- 03
Takes the claim 0:26
A pipe burst under his kitchen sink and the floor is flooded. Lumate says it is sorry to hear that, asks for his full name, and takes his policy number: the claim is noted.
- 04
Asks Lumate to book the assessor 0:49
Nadia asks Lumate to book the assessor.
- 05
Calls the assessor 0:52
Lumate calls Ian, says whose assistant it is, and asks whether he can visit Paul Moore tomorrow at 10 a.m. to assess a kitchen flood from a burst pipe. Ian says yes.
- 06
Moves the claim along the board 1:17
The visit is booked for about an hour, and the claim moves along the board.
What Lumate does here
A claims line that answers at once
Lumate answers on your office line through its extension on the PBX, or on a number connected to it, opens with the recording notice and says it is an AI assistant. A claim can be added as a row in your app, with the details said back first.
In the docs: Phone systems, Calls and voice, Chats, tasks and apps
It phones the assessor when you ask
The owner or an admin names who to call and what to ask, and Lumate places the call and reports back. A time and place the other person agrees go to your appointments.
In the docs: Calls and voice
The board follows your process
Lumate asks what the app is for and shows a card with its collections, fields, who may use it and each automation, before an owner or admin publishes it. A board view groups cards by a choice field, and you drag a card from one column to the next.
In the docs: Chats, tasks and apps
A known caller is greeted by name
Lumate knows a caller whose number is on exactly one customer card and carries on from what the company knows, but unasked it tells them only the day and time of their own appointments.
In the docs: Calls and voice
Every call becomes a record
Each call is kept as a transcript, with what the agent did during it, on the Calls page and on the customer's card. Every change appears in the activity log.
In the docs: Calls and voice, Security and compliance
Your claims data stays on your side
Lumate runs on your own PC or server, and OXS never receives what customers say or write.
In the docs: Install on a server, Security and compliance
Transcript
Read the transcript of the film
Nadia runs claims at Calderwick Insurance. She tells Lumate how claims work and asks for an app. Lumate builds it. A customer reports a burst pipe. Lumate takes the claim.
Lumate: Yes! Hello, you're through to Calderwick Insurance. I'm Lumate, the AI assistant, and this call is recorded.
Paul: Hi. I need to make a claim. A pipe burst under my kitchen sink last night, and the kitchen floor is flooded.
Lumate: Oh dear, I'm sorry to hear that. Let me help get this sorted. May I take your full name?
Paul: Paul Moore. My policy number is H M, three zero four one seven.
Lumate: Thanks, just a moment. Alright, your claim has been noted.
Nadia asks Lumate to book the assessor. Lumate calls him.
Lumate: Hello Ian, this is Lumate, Nadia Ferris's AI assistant, and the call's recorded. I'm ringing to see if you can visit Paul Moore tomorrow, Tuesday 10 November at 10 a.m. to assess a kitchen flood from a burst pipe. Can you make that time?
Ian: Hi. Yes, tomorrow at ten works for me.
Lumate: Great, one moment while I note that. Thanks, Ian. That's Tuesday the 10th at 10 a.m. for about an hour.
The visit is booked, and the claim moves along the board.
Lumate. Your company's AI team, at lumate.io.
Questions about Lumate for this business
Can an AI take a claim report by phone?
In the film it does. A customer reports a burst pipe, Lumate takes his full name and policy number and notes the claim. It opens as the insurer's AI assistant and says the call is recorded.
Does it call the assessor and book the visit?
Yes, when the claims manager asks. In the film Nadia asks, and Lumate rings the assessor, Ian, to book a visit tomorrow at 10 a.m. for about an hour. He agrees, and Lumate notes the time. Only an owner or an admin can ask Lumate to make such a call.
Can the claim be tracked on a board?
In the film, yes: once the visit is booked, the claim moves along the board in the app Lumate built from Nadia's description of how claims work.
Does it tell the caller it is an AI?
Yes. In the film Lumate says it is the AI assistant at the start of the call, after greeting the customer, and says the call is recorded. It never denies being an AI when someone sincerely asks, and in Türkiye it says so by default.
Are calls recorded?
Each call opens with a recording notice. The call is kept as a transcript on the Calls page and on the customer's card, with what the agent did during it.
Does it work with our phone system?
Yes. Lumate registers as an extension on your company's PBX, for example 3CX or Asterisk. Calls can also go through WhatsApp Web from your office browser.