Paper mountains and media breaks
Claim forms by post, manual data entry, email attachments someone retypes – at every step.
Digitalisation for insurers, brokers & agents
Damage at 11 pm.Reported at 11:04.
Claim forms by post, call centre queues, no status for the customer – and then the cancellation. We digitalise insurers, brokers and agents: AI telephony, portals, automatic claims capture and proactive communication. Connected to your policy administration system.
No replacement of your core system OMDS & API First results in 6–8 weeks
Motor claim · German · automaticLive
Mr Novak, +43 676 …
… my car was damaged while parked this morning, the registration number is …
AI actions during the call
- Policy recognised – comprehensive cover confirmed
- Claim form filled in automatically
- Photos requested via WhatsApp
- Claim number and next steps sent
−70%processing time through automatic claims capture
24/7claims reporting via AI phone
−60%support costs through AI telephony
98%reachability – around the clock
Measured in client projects.
In short
InnovationLAB GmbH from Wörgl in Tyrol digitalises insurers, brokers and agents in Austria and the DACH region: AI telephony for claims reporting and policy information around the clock, customer and broker portals, automatic first notice of loss (FNOL) with document extraction, WhatsApp status updates and dashboards on loss ratio and portfolio. Connection via OMDS and API to existing policy administration systems; GDPR, IDD, VAG, DORA and the EU AI Act are considered from the start.
What slows insurers down
Good products.Analogue processes.
We know these four problems from every conversation – from the five-person broker to the insurer with its own call centre.
Overloaded call centres
Long waiting times, and simple questions about cover or excess tie up qualified staff for hours.
Customers cancel out of frustration
No status update on the claim, no contact before renewal – customers leave because they hear nothing.
Anomalies go unnoticed
Manual review takes time and spots patterns in claim clusters too late.
Solutions at a glance
Everything from one source –from first notice to reporting.
No patchwork of point solutions. Every module runs on its own and connects to your existing system landscape.
Customer & broker portals01AI telephony02Omnichannel communication03Claims capture & process automation04Anomalies & KPIs05Compliance & data protection06
01 / Your digital customer touchpoint
Customer & broker portals
- Customer portal: policies, claims and documents self-service
- Broker portal: portfolio, commissions and quote calculators
- Online claims capture with photo upload and status tracking
- Interactive premium calculators for end customers
Usable on its own – connected to your policy administration
02 / Claims reporting and information around the clock
AI telephony
- Claims reporting via AI agent – also at night and at weekends
- Policy information without waiting
- Appointments for personal advice
- Direct forwarding for complex cases
Usable on its own – connected to your policy administration
03 / WhatsApp · SMS · email · chat
Omnichannel communication
- Claim status via WhatsApp in real time
- Reminders for premium payments and renewals
- Automatic notices on policy changes
- Seamless handover to advisers
Usable on its own – connected to your policy administration
04 / From first notice to assignment
Claims capture & process automation
- First notice of loss (FNOL) captured completely and in a structured way
- Data extracted from invoices, expert reports and estimates
- Claims classified and prioritised – the decision stays with the claims handler
- Renewals and suitable add-ons at the right moment
Usable on its own – connected to your policy administration
05 / Spot patterns before they get expensive
Anomalies & KPIs
- Hints on claim clusters and inconsistencies for review
- Dashboards: loss ratio, combined ratio, NPS
- Cancellation risk and portfolio development
- Reports prepared for management and supervisors
Usable on its own – connected to your policy administration
06 / GDPR · IDD · VAG · DORA
Compliance & data protection
- Advice documentation and suitability assessment under IDD digital
- EU data storage, encrypted transfer, audit logs
- Documentation for ICT third-party providers under DORA
- AI functions classified and documented under the EU AI Act
Usable on its own – connected to your policy administration
Products
AI telephony & omnichannel –two products that work together.
Callana takes the phone, Conversations the rest. Both run on their own or together, connected to your policy administration system.
Your AI claims agent. No hold music.
- Claims reporting with live transcript and automatically filled form
- Policy information: cover, excess, due date
- On cancellation requests: a suitable offer and a callback from your team
- Forwarding on escalation or emergency – with a log
Every channel. One interface.
- WhatsApp, email, SMS and chat in one thread per customer
- Claim status, due dates and renewal proactively
- Chat for cover questions, excesses and documents
- Sentiment detection – angry customers go straight to a person
Agent-ready · standard in every web project
Your next customerasks their AI first.
Anyone looking for home or motor insurance increasingly asks an AI assistant: what does which tariff cover, what does it cost, who advises in person? If the assistant can read your website, the enquiry lands with you.
Simplified example · request to an AI assistant“Home contents insurance for 80 m² in Innsbruck including natural hazards. Which brokers nearby advise in person – appointment this week?”
Without agent-ready
- Website found – lines of business only as an image, tariff info as PDF
- No online appointment, only phone during office hours
- On to the comparison portal
With agent-ready
- Lines of business, focus areas & free appointments read
- Home contents incl. natural hazards · advice in Innsbruck · Thu 10:00 free
- Appointment booked via the AI assistant
- Lines of business, services and free consultation slots machine-readable
- Appointments and claims reports possible directly – whether the customer calls, writes or their assistant asks
- Structured data for Google and AI search – without misrepresenting tariff details
For every type of business
Whatever the line of business –we know your processes.
From motor claims to commercial customers: the processes differ, the levers are similar – capture faster, inform better, retype less.
Motor insurance
- Claims reporting with photo upload
- First notice captured automatically
- Expert reports read automatically
Home & property
- Self-service portal
- Process for natural hazard claims
- Tradesperson coordination
Life & protection
- Digital application journey
- Health questions captured in a structured way
- Policy issuing with human approval
Health & care
- Invoice submission via app
- Benefit enquiries 24/7
- Reimbursement status via WhatsApp
Commercial & liability
- Individual pricing prepared
- Fleet management
- Coordination of major claims
Brokers & agents
- Portals in your own design
- Comparison calculators
- Commission controlling
Our approach
One partner.Integrated, not replaced.
Integrates with:
OMDSpolicy administration systemREST / SOAPMicrosoft DynamicsSalesforceDMS / archiveWhatsApp Businessyour systems
One point of contact
Instead of portal agency, phone provider and automation tool from three sources: everything from one partner, one responsibility.
Integration instead of replacement
Connection to OMDS, existing APIs and your policy administration system – no big-bang replacement.
Regulation built in
IDD, VAG, DORA and the EU AI Act are part of the architecture – not an appendix at the end of the project.
Measurable, monthly
Processing time, reachability, cancellation rate: we measure what has changed and develop further in a targeted way.
Seven steps – no hidden scope.
Mapped to our four phases. How we work
- 01Analysis & diagnosisCurrent-state analysis
Processes, systems and bottlenecks fully captured – without consultant jargon.
- 02Concept & architectureDigitalisation strategy
Roadmap with concrete modules, sequence and expected effect – measurable, not vague.
- 03Development & integrationSystem integration
Connection to OMDS, existing APIs and your policy administration system – no replacement.
- 04Development & integrationImplementation
Agile sprints – first visible results within weeks, not months.
- 05Handover & operationsCompliance review
Every module checked against GDPR, IDD, VAG, DORA and the EU AI Act before go-live.
- 06Handover & operationsGo-live & training
Structured onboarding – no system nobody understands or uses.
- 07Handover & operationsOngoing optimisation
Monthly reviews, KPIs, further development – no one-off engagement.
Compliance
Compliance is not an add-on.It is built in.
Insurance is heavily regulated. We build that in from the start – whichever modules you use.
GDPR & health data
EU data storage, encrypted transfer, deletion and access concepts. Health data under Art. 9 GDPR with special protection.
IDD & distribution
Advice documentation, suitability assessment and disclosure duties mapped digitally – for insurers, brokers and agents.
VAG & DORA
Supervisory requirements for outsourcing and ICT third-party providers: documentation, access concept, exit plan and incident reporting prepared.
EU AI Act & automated decisions
AI for risk assessment and pricing in life and health insurance counts as high-risk AI. We build with human oversight, documentation and no fully automated rejections (Art. 22 GDPR).
FAQ
Common questions.Clear answers.
Do we have to replace our policy administration system?
No. We connect via OMDS, API or data export and extend in a targeted way – no big-bang replacement.
Does the AI decide on claims or applications?
No. The AI captures, extracts, assigns and prioritises. Decisions on benefits, acceptance or rejection stay with your claims handlers – as GDPR and the EU AI Act require.
How is this compatible with DORA?
We deliver what you need as the client: documentation of the ICT service, access concepts, incident process and an exit strategy. You handle the classification in the register; we support you.
Does this work for brokers too?
Yes. Broker portal with portfolio, commissions and quote calculators, AI phone for customer enquiries and IDD-compliant advice documentation – also for small offices.
How are customers informed about their claim?
Automatically via the channel they chose – usually WhatsApp: receipt, missing documents, approval, payout. The chat answers queries, complex matters go to your team.
How quickly will we see results?
First modules run in 6–8 weeks – usually claims reporting via AI phone and status updates first.
What does it cost?
That depends on where you start – every module runs on its own. In the free initial consultation we work out your potential; afterwards you receive a concrete quote.
More industry solutions
Get started
Ready for claims reporting without hold music?
In 30 minutes we analyse where your biggest levers are – claims reporting, portals or communication – and what brings the biggest effect first.