Send insurance claims through AI chat

Workflow purpose

This guide demonstrates how to use Proto's platform to let a policyholder submit an insurance claim through AI chat, from policy and incident details through to supporting evidence, ending with a claim reference they can track. Claims intake is often the most stressful touchpoint in the policyholder relationship – this workflow is designed to make filing itself as fast and clear as possible, even though the assessment that follows still needs a human claims handler.

Who can benefit from this guide:

Insurers handling motor, health, or property claims
Pre-need and microinsurance providers with high claim volumes
Claims teams wanting consistent, structured intake before assessment
Customer support teams reducing call volume for routine claim filing

Send an insurance claim

This workflow collects policy, incident, and evidence details, then files a structured claim with a trackable reference. See how to send insurance claims through AI chat.

Just starting with the platform?

For initial setup of your AI agent – including workspace setup, agent training, and channel deployment – please start here. This workflow guide assumes your AI agent is set up and ready for more advanced configurations.

1. Create a trigger

Purpose: Start the flow when a policyholder wants to file a claim.

Navigate to the Actions tab in the AI agent settings.
Click “+ Add Trigger” and select the Message Received trigger type.
Name the trigger “Claim Intake”.
Add a description such as “Triggers if user requests to file an insurance claim.”

2. Survey – policy and incident details

Purpose: Capture what the claims system needs to open a case.

Add a Survey action titled Claim details.
Field policy_number – Text – What’s your policy number? – Required: On.
Field claim_type – Quick replies: Motor, Health, Property, Life.
Field incident_date – Text – When did this happen?
Field incident_description – Paragraph text – Please describe what happened. – Required: On.

3. Survey – supporting attachments

Purpose: Collect evidence that speeds up assessment, without blocking submission if it’s missing.

Add a Survey action titled Claim evidence.
Field attachments – Attachment(s) – Upload photos, receipts, or reports that support your claim. – Required: Off.

4. File the claim

Purpose: Send the structured claim to the claims management system.

Add a Send API request action with the collected fields, mapped to your claims system. Store the response as claim_reference.

5. Confirmation message

Purpose: Give the policyholder a reference and a realistic next step.

Add a Send message action: “Your claim has been filed. Reference: {claim_reference}. A claims handler will review it and contact you within [SLA].”

6. Test the flow

Purpose: Confirm the claim files correctly with and without attachments.

Test a claim with photos attached and confirm they arrive linked to the correct reference.
Test a claim with no attachments and confirm it still files successfully.
Test with a policy number that doesn’t match any active policy, and confirm the flow flags this rather than filing against nothing.

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