Digital Insurance Card via AI Assistant

Goals: Easy access to insurance data without paperwork

R+V Versicherung is one of Germany’s largest insurers, serving millions of customers with a broad portfolio of insurance products. As expectations for digital services continue to rise, customers increasingly expect fast and simple access to their insurance information—without paperwork or long processing times.

Applying for a digital insurance card highlighted a common challenge in modern customer service processes. Requests had to be captured in a structured way, verified internally, and then handled by service teams. At the same time, customers expected a straightforward and transparent experience via digital channels.

The goal was to simplify the application process for the digital insurance card, guide customers step by step, and reduce the workload on service teams. The process needed to be available at any time, clearly structured, and scalable without increasing manual effort.

Together with LoyJoy, R+V implemented a digital AI assistant: Emmie. Acting as a chatbot and AI assistant, Emmie guides customers through the application process and ensures that all relevant information is captured correctly.

Results: Structured requests and more efficient service processes

Using the LoyJoy platform, the application process for the digital insurance card became significantly simpler. The AI agent Emmie guides customers through a conversational flow, answers questions, and collects all required information in a structured format.

This creates a clear division of work between automation and human service: the chatbot handles the structured intake of requests, while the R+V service team provides the final digital insurance card to the customer.

Customer service automation delivers several benefits:

• simplified application process for customers
• higher conversion rates for digital card requests
• lower processing costs in service
• faster and more transparent workflows

Customers are able to order their insurance card very quick, while internal processes become more efficient. At the same time, the AI assistant strengthens customer relationships and creates a scalable foundation for further automated service processes powered by Agentic AI.

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