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Case Studies5 min read

Streamlining Insurance Claims with Voice-Powered Forms

Vocable Team·

National Insurance Group (NIG) processes over 10,000 claims monthly across auto, home, and health lines. Their traditional online claims form had a 45% abandonment rate — claimants found it confusing and time-consuming. Vocable changed that.

The Problem

NIG's claims form required 30+ fields across multiple pages. Claimants — often stressed after an incident — struggled to provide accurate details in the rigid format. Common issues included:

  • Incomplete incident descriptions
  • Incorrect date/time formats
  • Missing policy numbers
  • Abandonment at the document upload step

The Vocable Approach

NIG replaced their web form with a Vocable voice conversation. Instead of filling fields, claimants describe what happened in their own words. The AI asks follow-up questions to gather missing details and extracts structured claim data automatically.

Results After 6 Months

  • **Abandonment rate dropped from 45% to 12%** — voice conversations feel less overwhelming
  • **Data completeness improved by 40%** — the AI prompts for missing information naturally
  • **Average claim submission time decreased by 50%** — speaking is faster than typing for most people
  • **Error rate on critical fields fell by 35%** — the AI validates and confirms ambiguous entries

Key Learnings

  1. **Empathy matters**: NIG customized the AI's tone to be supportive and patient, acknowledging that claimants are often in distress
  2. **Flexibility wins**: Allowing claimants to describe events in any order (rather than forcing a linear flow) dramatically improved completion rates
  3. **Confirmation builds trust**: Having the AI read back key details for confirmation reduced disputes and rework

Integration

Vocable webhooks push completed claims directly into NIG's claims management system. Adjusters receive structured data with the full conversation transcript attached, giving them context that a traditional form never could.

NIG estimates the voice-first approach saves their team 2,000+ hours monthly in data entry and follow-up calls for missing information.