Vera AI Insurance Chatbot: Automate 95% of Inquiries

Vera authenticates existing clients using CNP (Personal Numeric Code), Name, and Surname before accessing any policy information. GDPR consent is collected for medical data access (required for health insurance options 1-6). All identification data is encrypted, audit-logged, and handled according to insurance regulatory requirements.

Yes. Vera is pre-configured for comprehensive insurance catalogs including health (RISE: Vital Care, Take Care, 36 Care), life (Unit Linked 101 Invest), travel (TRAV + SIRO add-on), home, auto (CASCO), accident, malpractice, liability, and business lines (Group Health, SME, Construction, Electronics, Cargo). During implementation, we configure your specific product names, coverage options, and pricing structures.

Vera provides intelligent escalation with full context. Before agent transfer, the system completes customer identification, collects necessary consents, and displays estimated wait time. Agents receive the complete conversation history, customer identification, and issue summary. Post-interaction, the system handles document exchange and collects feedback.

When a customer requests an appointment, Vera prompts for information through natural conversation. As the customer types details (city, clinic preference, doctor name, preferred date, symptoms or reason), the AI extracts these entities and populates a structured form in real-time. The completed request transmits directly to Mednext (or your scheduling system), and the customer receives a confirmation number via email.

Yes. Vera supports in-conversation document upload for claims, reimbursements, medical documentation, and policy-related requests. Customers can attach files directly in the chat interface, or agents can send documents via email during escalated conversations. All documents are processed securely with appropriate encryption and audit trails.

When a customer uses the word 'Reclamatie' (Complaint) or expresses similar intent, Vera triggers a dedicated complaint workflow. Customers can choose online submission (redirect to complaint form) or agent discussion. For agent escalation, the system collects CNP/Client ID for identification before transferring to the contact center with full context.

Vera supports Romanian as primary language with full natural language understanding for insurance terminology, product names, and conversational variations. Additional language support (English, Hungarian, German) is available for multi-market deployments. The AI understands colloquial expressions and regional language variations.

Most clients are live in production within 4-6 weeks. Week 1-2: Platform deployment, product catalog configuration, and integration setup (Mednext, payment systems, policy admin). Week 3-4: Conversation flow customization, testing with real scenarios, and agent training. Week 5-6: Pilot with subset of customers, optimization, and full production rollout.

Vera implements specific consent workflows for sensitive health information. Medical consent is collected before any health-related data access. Consent is granular, time-stamped, and auditable. Customers can withdraw consent at any time, and the system immediately restricts data access accordingly. This approach meets GDPR Article 9 requirements for processing special categories of data, as well as HIPAA and other health data regulations.

Vera supports configurable data residency with flexible storage locations. For carriers operating across multiple jurisdictions, we offer region-specific data partitioning, ensuring customer data remains within appropriate boundaries. Our deployment options include on-premise, hybrid, and cloud with data residency guarantees for EU, US, and other regions.

Every interaction is logged with: timestamp, customer identifier (pseudonymized), consent status, data accessed, actions taken, agent involvement (if any), and outcome. These logs are immutable, exportable, and retained according to your configured policies. For regulatory audits, we provide standardized reports covering data access patterns, consent rates, and compliance metrics—supporting GDPR, CCPA, state insurance regulations, and internal audit requirements.