Explain what the policy says
What is covered, what the excess is, how to make a claim. These are documented, they repeat constantly, and consistency matters more here than almost anywhere else.
AI customer support
for Insurtech
Short answer
Insurance support is dominated by policy explanation, document requests, and claim status, all of which are documentable and repetitive. Anything that constitutes advice, a coverage determination, or a claim decision must reach a qualified person.
Insurance customers mostly want to understand what they bought and where their claim has got to. Fidiora answers those from your published policy documentation and status content, and routes anything resembling advice or a coverage decision to a qualified person.
Published September 10, 2026 · Reviewed by the Fidiora team
01
Insurtech support pain points
- Policy wording questions that repeat across every customer
- Claim status requests dominating the queue
- Document and certificate requests handled manually
- Renewal questions clustering on the same dates
- Regulatory constraints on what may be said
Built for how Insurtech
teams work
Handle status and document requests
Where is my claim and can I have a copy of my certificate are pure overhead. Both are answerable without a person once the content and access are in place.
Route advice to qualified people
Anything that constitutes a recommendation or a coverage determination goes to a person by rule. This boundary should be explicit and conservative.
Example: a customer asks how to submit supporting documents for a claim. Fidiora answers from your published process. A second customer asks whether their situation is covered, and that goes to a qualified person because it is a determination rather than an explanation.
Where automation should stop
Never automate advice, coverage determinations, claim decisions, or anything that could be read as a recommendation. In regulated markets these carry legal weight, and the boundary should be drawn conservatively and reviewed with your compliance team.
FAQ
Questions
Can AI answer insurance questions?
It can explain published policy terms and process, which is most of the volume. It must not make coverage determinations, give advice, or decide claims, and that boundary should be set with your compliance team.
What about regulated language requirements?
Ground answers in your approved published wording rather than allowing paraphrase. Where approved wording exists, serve it rather than generating around it.
How do we handle claim status?
Status is factual and repetitive, which makes it a strong automation candidate. Claim decisions and disputes are not, and should route to a person every time.
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