Report an insurance claim

Insurance

Where this process begins.

An incident has occurred, but the details needed to open a claim have not been collected. The team needs the policy number, what happened, when and where it happened, an account of the event, whether third parties were involved, and whether a police report was filed. Gathering this by phone while the policyholder is under stress slows the process.

For insurers and brokers that need to start handling a claim without a long phone call.

Process map

From the initial need to the team’s next step.

1. A need arisesThe person needs to start a request or report what happened.
2. Initial messageThe policyholder reports an incident on WhatsApp.
3. Guided questionsThrough a WhatsApp Flow, WitAsk collects the details needed for the claim: policy, circumstances, account of the incident, and third parties.
4. Start handling the claimThe information reaches Zendesk in a structured format so the claims team can review the report and begin handling it.

Industry details

What the team needs to know.

Case follow-up

The information arrives ready for action.

An incident becomes an organized claim report, ready for the team to begin handling. The answers are gathered so the responsible team can review the case and decide what to do next.

The fields and next step depend on the insurer's configuration.

Other situations

Ways to adapt the workflow.

Featured case in action

An example of the complete workflow.

1. Initial message

   The policyholder reports an incident on WhatsApp.

2. Guided questions

   Through a WhatsApp Flow, WitAsk collects the details needed for the claim: policy, circumstances, account of the incident, and third parties.

3. Start handling the claim

   The information reaches Zendesk in a structured format so the claims team can review the report and begin handling it.

The fields and next step depend on the insurer's configuration.