LVM Versicherung is one of Germany’s largest comprehensive insurers. With over 2,100 local branches, the company combines personalised advice on the ground with digital contact options. To better reach younger target groups, the process of accessing advice needed to be made significantly easier and more digital.
In collaboration with LoyJoy, a chatbot was developed that engages prospective customers in a light-hearted way, reduces barriers to engagement and directs qualified leads to the most suitable LVM agencies.
Objectives: Reaching younger target groups with a low barrier to entry
Younger people, in particular, rarely engage actively with insurance. Traditional premium calculators or lengthy forms can quickly seem complex and often lead to users abandoning the process. At the same time, users expect a straightforward, mobile and instantly available interaction.
For the ‘Young Customers Campaign’, LVM was therefore looking for an approach that combined three objectives: generating awareness, encouraging interaction and generating qualified leads for local agencies.
The solution was deliberately designed to be simple: a chatbot that engages users in a casual conversation rather than guiding them through lengthy questionnaires. At the same time, the process had to reliably feed into the existing sales structure. After all, personal advice from LVM’s trusted advisors remains a central component of the business model.
What was needed, therefore, was a scalable form of customer service automation that combines playful interaction, lead generation and local sales management.
On the LoyJoy platform, an AI assistant was developed that deliberately makes the initial interaction light-hearted and humorous. Instead of complex questions, the chat begins with four playful response options that tap into the different moods of young users, ranging from curious to ‘really not in the mood’.
This approach significantly lowers the barrier to entry and increases the interaction rate. Even seemingly dismissive replies keep the conversation going and maintain user engagement.
The actual process remains deliberately minimalist:
- Sole data input: the postcode
- Automatic matching to suitable LVM agencies
- Selection via a mobile map carousel
- Direct deep link to book an appointment
The chatbot thus acts as a digital gateway to the advisory service. Routine interactions are handled automatically by the AI agent, whilst personal advice continues to be provided by the local LVM agencies.
In this way, LVM combines digital lead generation with its extensive agency network and positions itself among young customers as an accessible, modern insurance brand.
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