How does a chatbot for insurers support DORA requirements?

LoyJoy offers DORA-aligned contract design with audit rights and reporting. The platform hosts exclusively in the EU, is aligned with GDPR, BFSG, and the EU AI Act, and supports BaFin, VAG, and VAIT requirements. The assessment depends on the specific use case, the data flows, and the configuration.

How does AI-based claims intake work?

The AI agent captures the claim in a dialog, asks line-specific follow-up questions, collects photos and receipts, and hands over a quality-checked notification to the claims handlers. Motor, home contents, liability, and glass damage are supported.

Which insurers already use LoyJoy?

Among others R+V Versicherung with the AI assistant Emmie, ADAC, CosmosDirekt, DA Direkt, LVM, WGV, HanseMerkur, and Zurich. At R+V, volume has grown from 2,000 to over 35,000 dialogues per month since launch.

Can the AI agent calculate tariffs and close applications?

Yes. The AI agent advises on tariffs, calculates premiums in real time, and walks customers through a seamless application journey up to the closing in chat. WGV and ADAC run this in production, including capturing IBAN details and providing closing documents in the dialog.

Is the solution BaFin and VAG compliant?

LoyJoy supports your supervisory IT requirements from VAG and VAIT. DORA-aligned contracts with audit rights and reporting are included. The platform hosts exclusively in the EU.

Can the chatbot also capture claims by phone?

Yes. LoyJoy provides Phone Agents based on current speech-to-speech AI. Latency below 500 ms, natural speech quality, interruption handling, EU hosting. Ideal for the claims hotline, also at night and during peaks.

Can the AI correctly answer questions based on our policy terms?

Yes. The AI agent uses tools to work directly with complete documents such as general insurance terms and conditions, instead of only retrieving isolated text snippets via RAG. This lets it correctly answer coverage and benefit questions even from complex, legally structured policy terms.

What security evidence does LoyJoy provide?

The Trust Center gives you an overview of IT security measures, the list of sub-processors, the data processing agreement, and our statement on the EU AI Act. The platform hosts exclusively in the EU, and the chat LLM runs on LoyJoy-owned hardware in our Münster data center. DORA-aligned contract design with audit rights and reporting is included.

What is the difference between a speech-to-speech voicebot and a classic voicebot?

Classic voicebots convert speech to text, process the text, and convert the response back to speech. That creates delay and a mechanical sound. The LoyJoy Phone Agent works directly speech to speech, with latency below 500 ms, natural prosody, and the ability to interrupt the agent at any time. It uses the same tools, guardrails, and analytics as your chat agent, so there is no separate telephony silo.

Agentic Customer Service for insurers

The AI Agent for insurers: automate sales and service

A request the agent resolves immediately and completely is at once the cheapest and the best contact.

AI chatbot and voicebot for insurers: claims intake, tariff advice, application journeys, and customer service, resolved end-to-end. DORA-aligned, BaFin- and VAG-ready, EU hosting. Live in 2 to 4 weeks.

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Leading insurers trust LoyJoy

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Awarded and connected in the InsurTech scene

German Brand Award 2026

R+V Wins Award for Best AI Project, Built on LoyJoy

Winner

Zurich Innovation Championship 2024

Finalist

InsureNXT Award 2026

Member

InsurLab Germany

Member

InsurTech Hub Munich

Proven success at one of Germany's largest insurers

R+V Versicherung scales with the AI assistant Emmie on the LoyJoy platform. Presented jointly at InsureNXT in Cologne.

35,000+

Dialogues per month at R+V

50%

of requests handled outside service hours

500,000

planned conversations at R+V in 2026

Months to go-live

Depending on the use case and line of business, automation rates of 40 to 80 percent are achieved, with individual use cases well above that.

The bottleneck is not the language model

An AI chatbot for insurers that answers questions is built in a few weeks. The language models are good enough. The bottleneck lies elsewhere, namely with the binding action: adjusting a contract that changes the premium, checking coverage in a claim, closing a sale within the dialogue. Each of these actions requires three things no model brings with it. Reliable identification, write access to the system of record, and fulfilment of the advice and documentation duties attached to the action.

The third point is the hardest, and it is the reason many projects stop at answering questions. It cannot be solved with a better model, only with process, evidence, and approval. That is exactly where LoyJoy starts: real processes instead of answers, with read and write access to your core systems, traceable case by case, and built to meet the regulatory requirements of the insurance industry. DORA, BaFin, VAG, and VAIT.

Use cases: chatbot and voicebot for insurers

Use cases insurers and intermediaries automate end-to-end with LoyJoy.

AI-based claims intake

The AI agent captures claims in a structured dialog, asks situational follow-up questions, collects photos, and hands over a quality-checked result to the back office.

Application journeys, tariff advice and premium calculation

Customers complete insurance applications in a seamless chat. The AI agent advises on tariffs, calculates premiums in real time, and drives conversion. Higher closing rates on expensive leads.

Existing customer service

Address changes, bank details, contract adjustments, and premium questions directly in chat, connected to your policy administration system via API.

Voicebot for the claims hotline

Speech-to-speech voicebot captures claims by phone, even at night and during peak times. Low latency, natural speech, EU hosting.

Chatbot and phonebot for brokers and agencies

Brokers, agents, and agencies answer standard questions in automated form and are reachable 24/7. In use at HanseMerkur.

Chat campaigns on social media

Reach younger target groups directly on channels like Instagram. Interactive chat campaigns for advice and lead generation, as at DA Direkt.

Cross-selling and lead generation

Meet customers in their situation, propose suitable add-on products, and capture leads with marketing consent under GDPR.

Document service

Request your policy, premium statement, or insurance confirmation directly in chat. The AI agent identifies the customer and provides the document.

Answers from the policy terms (AVB)

The AI agent works directly with complete policy terms and correctly answers coverage and benefit questions based on the full terms, not just isolated text snippets.

Live-agent handover to claims handlers

Complex cases are handed over seamlessly to your claims handlers in live chat, with full conversation context. Asynchronous handover via ticket is also possible.

Internal AI agents for employees

Resolve HR and back-office requests such as sabbaticals, family care leave, or early retirement in dialog. The AI agent calculates individual scenarios in real time and makes complex rules understandable. In use at R+V.

AI claims intake across all lines

The AI agent captures claims dialog-based and line-specifically, from the first notification to the handover to claims handlers.

Motor claim

Capture accident details, license plate, location, and photos in a structured way; assign a claim number.

Home contents and property damage

Capture cause, affected items, and value statements; upload receipts as photos.

Liability claim

Capture the injured party, course of events, and the claim; verify plausibility; route to the responsible department.

Glass damage

Schedule the repair shop appointment directly in the dialog: damage type, location, and time slot.

Photo and document upload

Customers upload photos and receipts directly in chat. The AI checks completeness and quality.

Handover to claims handlers

Quality-checked claim notification handed over to your policy or claims system via API.

Voicebot Speech-to-Speech (Phone Agent)

Voicebot for the claims hotline

Our Phone Agents run on the latest speech-to-speech AI. Latency below 500 milliseconds, natural prosody, interruption handling, and EU hosting. Claims are captured reliably, also late at night and during call peaks after storms.

Try it yourself: +49 251 59686444

Latency below 500 ms
Natural prosody
Interruption handling
EU hosting

Sample dialog

Caller

"I just had a rear-end collision, my bumper is damaged."

Emmie (AI agent)

"I'm sorry to hear that. I'd be happy to take the report. Is anyone injured, or is this just about property damage to the vehicle?"

Browser test of the LoyJoy Phone Agent with microphone and live transcript, shown here for a pension advisory example — This is what a test call looks like directly in the browser of the LoyJoy Platform, shown here for a pension advisory example. Illustrative use case, not a customer reference.

DORA, BaFin, VAG, and VAIT: compliance for insurers

Insurers process highly sensitive data under strict regulation. LoyJoy is hosted exclusively in the EU, operates AI models for chat on its own hardware in Germany and encrypts data in transit and at rest. The platform provides features designed to support requirements under GDPR, accessibility law, the EU AI Act and relevant financial supervision. Contract terms geared toward DORA requirements with audit rights and reporting are included. For exit, the transition period, scope, and format are defined: you receive dialogues, knowledge content, process models, and analytics back in machine-readable standard formats. The final assessment depends on the specific use case.

DORA

Contract terms geared toward DORA requirements with audit rights. For customers with a DORA contract annex, we report security-relevant incidents within two hours of becoming aware, so you can meet your supervisory deadlines.

Register of information

For customers with a DORA contract annex, we provide the data for your annual submission as a ready-made dataset and keep it current throughout the year, including the full chain of our sub-processors.

BaFin and VAIT

Supports compliance with your supervisory IT requirements.

VAG

Support for regulated insurance processes.

GDPR

Data processing agreement, DPIA, EU data sovereignty.

EU AI Act

Transparency obligations and documentation.

BFSG and WCAG 2.1 AA

Screen reader support, voice input and output, accessible dialogs out of the box.

EU hosting

Data and AI models exclusively in the EU.

Own hardware

The chat LLM Gemma 4 runs on LoyJoy's own hardware in our Münster data center. No chat data is sent to external US-based model providers during chat inference.

Integration with your existing systems

With the LoyJoy API client, you can connect any policy, claims, or tariff system that exposes a REST API or comparable interface. The AI agent executes real processes: file claims, change contract data, calculate premiums, and provide documents, all during the customer conversation, with confirmation via email or SMS. Workflows are modeled with the BPMN engine, no code required. Every LoyJoy AI Agent is also accessible as an MCP server, so your own AI applications can access the agent's knowledge and processes.

API client (REST)
BPMN workflows
Webhooks
MCP server
SSO / customer login
Email and SMS
SAP
Salesforce
Hubspot

Success Case R+V Versicherung

R+V Versicherung: the digital assistant Emmie

R+V Versicherung sets new standards in customer focus with the Agentic AI Emmie on the LoyJoy platform. Routine questions are resolved automatically, freeing employees for personal advice. Inquiry volume grew from 2,000 to over 35,000 dialogues per month within eight months, half of which outside service hours. For 2026, 500,000 conversations are planned.

Read the R+V Emmie case study

Emmie, the digital assistant of R+V Versicherung in chat

ROI calculator for insurers

Calculate your concrete savings based on your contact volume, average handling time per case, and your target automation rate. Based on real LoyJoy projects in the insurance industry.

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Frequently asked questions about the AI chatbot for insurers

: LoyJoy offers DORA-aligned contract design with audit rights and reporting. The platform hosts exclusively in the EU, is aligned with GDPR, BFSG, and the EU AI Act, and supports BaFin, VAG, and VAIT requirements. The assessment depends on the specific use case, the data flows, and the configuration.
: The AI agent captures the claim in a dialog, asks line-specific follow-up questions, collects photos and receipts, and hands over a quality-checked notification to the claims handlers. Motor, home contents, liability, and glass damage are supported.
: Yes. With the LoyJoy API client, you can connect any policy, claims, or tariff system that exposes a REST API or comparable interface. Process logic is modeled in BPMN workflows without code.
: Among others R+V Versicherung with the AI assistant Emmie, ADAC, CosmosDirekt, DA Direkt, LVM, WGV, HanseMerkur, and Zurich. At R+V, volume has grown from 2,000 to over 35,000 dialogues per month since launch.
: Yes. The AI agent advises on tariffs, calculates premiums in real time, and walks customers through a seamless application journey up to the closing in chat. WGV and ADAC run this in production, including capturing IBAN details and providing closing documents in the dialog.
: LoyJoy supports your supervisory IT requirements from VAG and VAIT. DORA-aligned contracts with audit rights and reporting are included. The platform hosts exclusively in the EU.
: Yes. LoyJoy provides Phone Agents based on current speech-to-speech AI. Latency below 500 ms, natural speech quality, interruption handling, EU hosting. Ideal for the claims hotline, also at night and during peaks.
: Yes. The AI agent uses tools to work directly with complete documents such as general insurance terms and conditions, instead of only retrieving isolated text snippets via RAG. This lets it correctly answer coverage and benefit questions even from complex, legally structured policy terms.
: The Trust Center gives you an overview of IT security measures, the list of sub-processors, the data processing agreement, and our statement on the EU AI Act. The platform hosts exclusively in the EU, and the chat LLM runs on LoyJoy-owned hardware in our Münster data center. DORA-aligned contract design with audit rights and reporting is included.
: Classic voicebots convert speech to text, process the text, and convert the response back to speech. That creates delay and a mechanical sound. The LoyJoy Phone Agent works directly speech to speech, with latency below 500 ms, natural prosody, and the ability to interrupt the agent at any time. It uses the same tools, guardrails, and analytics as your chat agent, so there is no separate telephony silo.

Resources for insurers

Ready for an AI chatbot at your insurance company?

We will show you in 30 minutes how LoyJoy runs in production at R+V, ADAC, CosmosDirekt, and WGV.

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The AI Agent for insurers: automate sales and service

Proven success at one of Germany's largest insurers

The bottleneck is not the language model

Use cases: chatbot and voicebot for insurers

AI-based claims intake

Application journeys, tariff advice and premium calculation

Existing customer service

Voicebot for the claims hotline

Chatbot and phonebot for brokers and agencies

Chat campaigns on social media

Cross-selling and lead generation

Document service

Answers from the policy terms (AVB)

Live-agent handover to claims handlers

Internal AI agents for employees

AI claims intake across all lines

Motor claim

Home contents and property damage

Liability claim

Glass damage

Photo and document upload

Handover to claims handlers

Voicebot Speech-to-Speech (Phone Agent)

DORA, BaFin, VAG, and VAIT: compliance for insurers

DORA

Register of information

BaFin and VAIT

VAG

GDPR

EU AI Act

BFSG and WCAG 2.1 AA

EU hosting

Own hardware

Integration with your existing systems

Success Case R+V Versicherung

More success stories from the insurance industry

R+V Insurance AI Assistant Emmie

R+V Insurance Card Chat

R+V Insurance Chatbot Lazlo

ADAC Travel Health Insurance

DA Direkt Pet Health Insurance

WGV Insurance Chat

LVM Junge Kunden Agent

Zurich Edge Conversational-Agent

CosmosDirekt reaches Gen Z in chat instead of in forms

ROI calculator for insurers

Frequently asked questions about the AI chatbot for insurers

Resources for insurers