The Travelers Companies, a US-based multiline insurance provider, has announced the launch of a new artificial intelligence solution designed to modernise the way customers initiate insurance claims.
The new product has been introduced in response to growing customer demand for faster, more convenient and digitally enabled claims experiences.
The company is seeking to reduce friction at the start of the claims journey, particularly during high-stress moments such as motor accidents, while maintaining service quality and regulatory rigour.
The newly launched AI Claim Assistant is a fully agentic intelligent voice service that handles inbound customer calls related to claims. Initially deployed for customers filing auto damage claims, the solution uses advanced language and speech recognition to guide callers through the claim process in a natural, conversational manner.
Over time, Travelers plans to extend the assistant to additional lines of business and a wider range of claim interactions.
Beyond basic call handling, the AI Claim Assistant provides policy-specific information, answers related questions and helps customers decide whether to proceed with a claim.
It keeps customers informed through customised notifications and then transitions them into a digital journey where they can upload photos, initiate appraisals, schedule repairs, reserve rental cars and manage other essential post-incident tasks.
The technology underpinning the product is built using OpenAI model capabilities and APIs. Travelers selected OpenAI after extensive testing and benchmarking, citing the provider’s reliability, enterprise-grade security and ability to operate at scale.
The assistant is designed to mirror the natural, friendly and comprehensive service of a live agent, while accelerating claim initiation and freeing up claims professionals to focus on complex resolutions.
Importantly, customers retain the option to speak with a live specialist at any point. At the same time, call centre employees are being upskilled and repositioned into more strategic roles as part of an ongoing workforce transformation programme.
Travelers executive vice president and chief claim officer Nick Seminara said, “The technology behind our AI Claim Assistant is remarkably dynamic and responsive, and early customer feedback has been overwhelmingly positive. This innovative service provides our customers with a claim filing experience that’s convenient, efficient and effective.”
OpenAI head of platform product Olivier Godement said, “Travelers has built one of the most sophisticated agentic voice implementations capable of consulting, advising and supporting customers through the full complexity of a claim conversation. We’re thrilled to support Travelers as they expand their platform and services with AI-powered experiences like these.”
Keep up with all the latest FinTech news here
Copyright © 2026 FinTech Global
