Health insurers operate in a sector with an annual switching peak in November-December, high volumes of claims and member service questions, and increasing pressure to justify premium increases through superior service. AI agents automate member service, claims processing, and policy advice so employees can focus on complex cases and member retention.
Member Service and Coverage Information
An AI agent manages the member service flow: frequently asked questions (check coverage, deductible status, reimbursement for specific treatment, find a provider in my policy, claim status) are automatically answered via chat, app, or WhatsApp. The system has direct access to the insured's policy data and can give personal and accurate answers.
- Coverage check: automatically based on personal policy
- Deductible status: real-time visible
- Provider check: is my physiotherapist covered?
- Claim status: real-time via policy connection
Claims Processing and Reimbursement Communication
Claims are the most frequent contact moment between insured members and health insurers. An AI agent manages the claims flow: upon receipt of a claim the system automatically analyzes completeness and correctness. Correct claims are automatically approved and the insured immediately receives a confirmation. With incomplete or deviating claims the system automatically sends a targeted supplementary request.
- Claim validation: automatically upon receipt
- Automatic approval: for correct claims
- Supplementary request: automatically with incomplete claim
- Payment confirmation: automatically with expected date
Switching Season Communication and Retention
The switching season (November-December) is the most commercially critical period. An AI agent manages the retention campaign: all insured members automatically receive a personalized policy analysis in October. Insured members who actively visit comparison sites receive an automatic proactive retention offer with a discount or improved coverage.
Match-AI implements AI agents for national health insurers, regional care offices, supplementary insurance providers, collective care contract managers, and combined health and property insurers that want to automate their member service, claims processing, and retention communication.
Written by
Ruben Hartog
Mede-eigenaar
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