Insurtech Startup WE+ Introduces AI-Based Customer Service

Startups insurtech WE+ introduce customer service (customer service) 24 hour based chatbot, WINA (WE+ Intelligence Assistant). This service will help WE+ customers and business partners find various general information, especially regarding products and services available in the WE+ application.

Co-founder & CTO WE+ Ivan John said, chatbot this is a service frontline company to help answer various simple questions from customers about the world of insurance, not only insurance products on WE+. WINA can not only answer questions, but can also assist customers in the insurance claim process, such as providing a claim form and directing partner hospitals or the nearest repair shop.

"If the claim case is more complex, WINA will direct it to the CS team. "We also limit WINA's capabilities so that they are not misused when there are questions that run away from insurance," he said during a media sharing session in Jakarta, Wednesday (29/11).

WINA can not only be contacted via the WE+ application, but also via WhatsApp. It is claimed that this service is the first in Indonesia. As further explained by WE+ Co-founder & COO Milza Oktavira, WINA will later be introduced to various health insurance communities in the HR teams of companies that are WE+ clients, because WE+ also has users in group/employee health insurance.

According to him, health insurance is not a product that is difficult to understand, but users often still have many questions. "Because the questions are repeated, this can be helped by WINA which is embedded in various health insurance groups," he added.

On this occasion, WE+ also introduced other additional features in the application, including: digital claim enhancement which allows customers to submit claims digitally, quickly and easily with methods cash out vouchers (cash withdrawal) at more than 18 thousand Alfa Group outlets throughout Indonesia; digital card feature for WE+ users who have BPJS Health.

Next, the directory feature has expanded coverage, not only telephone numbers, but is connected to Google Maps to help customers find the location of important places such as hospitals, workshops, rest areas, places of worship, Embassies of the Republic of Indonesia in various countries.

"Every feature we develop aims to make it easier for consumers to access their insurance needs with digital services. "Plus, these features make digital business more transparent, especially insurance products," added Milza.

WE+ Development

Since WE+ was first founded in 2018, the company has positioned itself as insurtech shaped marketplace micro insurance products developed with insurance companies which are accessed through the application. WE+ provides comprehensive services, from policy purchases to digital claims.

The insurance products available range from life, health, vehicle, property, travel insurance, group/employee health insurance, to high rise building (heavy load) insurance. In total, there are 80 products that can be accessed.

“The difference is that we don't have an agent because all the processes are digital. The purchasing process is also easy and short. If you buy sharia insurance, because there is a profit sharing system at the end of the year, if the user does not make a claim, he is entitled to receive profit sharing. "The process will be distributed via WE+ and cash withdrawals at Alfamart."

With the B2B2C strategy, it is claimed that the WE+ application has been downloaded by 250 thousand users, 100 thousand of whom are active policy holders. The majority of users come from productive age, with an age range of 20-45 years.

"We want to aim for 1 million downloads, by maximizing 250 thousand active users," concluded Milza.