Insurance operations

    Insurance Operations.
    Powered by AI. Delivered across customer channels.

    From catastrophe claims to dormant life contracts, FCB enables insurers to operate core processes across WhatsApp and other digital channels, reducing cost while improving customer experience.

    With deep expertise in WhatsApp as a primary engagement channel.

    Where insurance operations lose performance

    Catastrophe claims overload

    Call centres collapse during peak events. Manual triage slows processing, increasing backlog, cost and customer churn.

    Dormant life contracts risk

    Unclaimed policies and outdated beneficiary data create regulatory exposure, reputational damage and revenue leakage.

    High operational cost base

    Manual processes, repetitive calls and fragmented systems drive rising cost per claim and limited scalability.

    Two high-impact insurance journeys

    P&C / IARD Claims

    Catastrophe and peak-event management
    • Claim declaration via WhatsApp
    • Photo and document collection
    • Automated structured qualification
    • Case tracking
    • Proactive weather alerts
    • Reduced inbound calls
    • Faster triage
    Up to 60% faster claim intake

    We transform claims from call-centre driven processes into structured digital operations.

    Life Insurance

    Dormant contract remediation
    • Beneficiary clause remediation
    • Secure customer identity verification
    • End-to-end regulatory traceability
    • Structured data update workflows
    • Automated re-engagement campaigns
    Up to 70% dormant contract reactivation

    We turn regulatory exposure into controlled, traceable digital processes.

    Observed across live deployments

    Why WhatsApp is the leading operational channel today

    Across our live insurance and consumer finance deployments, WhatsApp consistently delivers the highest adoption, fastest completion rates and strongest operational impact.

    Unmatched engagement
    90%+

    Average message open rate across live deployments

    Frictionless document capture
    2x

    Completion rate vs traditional web forms

    Customer-preferred messaging
    70%

    Of consumers prefer messaging over phone calls

    Mass consumer adoption
    2+ Billion

    Monthly active users worldwide

    Enterprise-grade security
    E2E Encrypted

    By default for all conversations

    Today, WhatsApp drives the highest adoption across our live deployments.

    WhatsApp is the engagement layer. FCB is the operational engine that turns it into measurable performance.

    Reference use case — Claims management reimagined

    WhatsApp claim initiation
    Structured information capture
    Real-time document upload
    CRM integration
    Reduced call dependency
    Faster processing cycles

    Designed for core insurance workflows, not surface-level automation.

    Direct execution of claims and policy operations
    End-to-end integration with CRM, billing and KYC systems
    Structured, compliant data capture
    Full audit trail and governance
    Performance-driven operational management

    We do not build chat interfaces. We operate insurance processes at scale.

    How we take operational responsibility

    Choose your level of operational ownership.

    Level 1

    Platform Management

    FCB manages the AI platform and infrastructure while your teams retain operational control.

    Most adopted
    Level 2

    Process Ownership

    FCB manages defined end-to-end insurance workflows with responsibility for continuity and performance.

    Level 3

    Outcome Ownership

    FCB assumes full operational accountability and drives measurable performance against agreed KPIs.

    Commercial structure aligns with the level of operational responsibility selected.