Claimens voice AI for claim intake (DOMCURA)
by DOMCURA AG · Managing general agent
Market unit: DE
Claimens is a phone-based AI agent that DOMCURA AG, a German underwriting agent for private and commercial premium cover concepts, uses on its claims hotline for first notice of loss. Built on Parloa's platform and low-code front end and on Microsoft Azure Cognitive Services, already used for an earlier chatbot, it guides callers through the standard questions of a claim report, recognises the caller's concern and matches policy numbers (about 40 patterns, some 80,000 numbers) to customers, covering about 20 damage types. It went live three months after kick-off; Parloa's customer story of July 2025 reports a 90% recognition rate (vendor-reported). Planned next steps are CRM integration, simple authentication and smart routing of requests.
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Business context
- Value chain steps
- Claims managementCustomer service
- Insurance branches
- Property insurance
- Application scope
- Customer-facing
- Business criticality
- Business critical
- Country or market unit
- DE
Value and impact
- Added value category
- Efficiency gainCustomer experience improvement
Technical details
- AI category
- Conversational AINatural language processing
Compliance and governance
- EU AI Act risk category
- Limited risk
- EU AI Act role
- Deployer
- Relevant policies
- EU Artificial Intelligence ActGeneral Data Protection Regulation
Metadata
- Development type
- Scaled application
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