The insurance industry is all about managing risks and protecting individuals and businesses from financial loss. Since this industry is highly competitive, staying ahead requires constant innovation and the use of the newest technology. In fact, one of the biggest challenges for the insurance industry today is fast digital transformation. Companies are increasingly turning to software solutions to streamline their operations, improve customer experience, and gain a competitive edge. Video calling is a way to combine digital communication with the human touch and personalization that customers need.  

So how can the insurance industry use video calling to its advantage?  

Here are 6 most popular use cases of video software solutions in insurance:  

Customer support

Insurance can be a complex topic, and customers often have questions that they need to ask to make informed decisions. By video calling, insurance companies can provide real-time customer support, answer queries, and provide information about insurance products. This helps to build customer trust and ensures that customers have the support they need when they need it.  

Claims processing

Nowadays, customers want their service to be ‘Quick & easy.’ That is why anything that can help speed up the process of processing claims is valuable. Video calls can help insurers process claims more quickly and easily by enabling them to collect audio-visual evidence, prevent fraud, and record relevant materials. This helps to reduce the time and costs associated with claims processing and ensures that customers receive the support they need when they need it.  

Want to read more about best practices for accurate claim or service description? Check out our article here.


Insurance policies can be complex and difficult to understand, and customers may need personal advice and insights to help them make informed decisions. By using video software solutions, insurers can offer personal advice and guidance to customers on insurance policies such as retirement plans, life insurance, or property insurance. This helps to build customer trust and ensures that customers make informed decisions when buying insurance policies.  

Chat to video escalation

Sometimes, a customer may need more detailed assistance than can be provided through a chatbot. If a client is using your customer care channels to communicate and would like to escalate the discussion to video – simply generate a link and share it with them. This allows customers to join a dedicated video session with a touch of a button, without the need for downloads or complex setup processes.  

Third-party expertise

Let’s say you are on a video call or going to schedule a call with customers. Sometimes, you may need to invite third-party experts for their opinion and expertise. By inviting them you can help build trust and improve the overall customer experience. This can be particularly useful for customers who have unique or complex insurance needs and can help ensure that they receive the support they need.  

Remote inspections

In the past, insurers had to conduct physical inspections, which could be time-consuming and costly. By using video solutions, insurers can conduct remote inspections of properties or vehicles. For example, if a customer has been involved in a car accident, they can request a video call to supply real-time footage of the damage, which can be used to estimate repair costs and process the claim more quickly. Additionally, video software solutions can be used to conduct remote inspections of properties, which can be particularly useful in situations with travel restrictions or safety concerns.  

Video offers an incredible avenue for connecting people on a more intimate level. Whether it be allowing a customer representative to get a better understanding of a customer’s situation, or allowing them to answer questions through a video chat. By using video software solutions, insurers can provide a personalized and efficient service. What’s more, they can also build trust with their customers, and ultimately, grow their business. With the ongoing digital transformation, video calling is set to become even more important for the insurance industry to stay competitive and meet customer expectations. There might not be one specific use case that has a higher ROI than another, but it is clear that video technology is here to stay and will play an increasingly vital role in the insurance industry’s success in the years to come.  

Want to learn more?

Check out our e-book “Video Insurance: A guide to successful implementation & scaling”

Malgorzata Sikora

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