Health insurers process millions of claims per year, answer hundreds of thousands of customer questions, and must simultaneously manage costs and deliver quality. AI agents automate high-volume, repetitive processes so employees can focus on complex cases and personal contact.
Policy Advice and Switching Guidance
Every year millions of people compare their health insurance. An AI agent guides insured members through the policy choice based on their healthcare usage, medication use, and preferred providers. The system calculates the expected out-of-pocket costs per policy, explains the coverage of supplementary insurances, and guides the switching process step by step. This reduces pressure on the contact center during switching campaigns.
- Personalized policy advice: match basic and supplementary insurance to healthcare usage
- Out-of-pocket cost calculation: make transparent what the insured pays per policy
- Switching guidance: guide cancellation of old policy and enrollment in new policy
- Medication coverage: explain which medications are covered per policy
Claims Processing and Status Updates
The most asked question at health insurers: 'When will my claim be reimbursed?' An AI agent answers claim status questions 24/7, proactively informs insured members in case of delay or need for additional information, and assists with digitally submitting paper claims. This reduces the number of phone status inquiries by 50-70%.
- 24/7 claim status: real-time answer to 'when will my claim be reimbursed'
- Proactive delay notification: inform insured member before they call
- Digital claim guidance: step-by-step submission via app or website
- Additional information request: request missing attachments from insured member
Care Mediation and Reimbursement Questions
Insured members looking for a specialist, hospital, or treatment often have questions about reimbursements and waiting times. An AI agent directly answers reimbursement questions, checks whether a healthcare provider is contracted, mediates with waiting time issues, and forwards to care mediators for complex situations. This lowers operating costs and increases the experienced service quality.
Match-AI works with health insurers and healthcare administration offices to implement AI agents that reduce operating costs and increase member satisfaction.
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