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AI in Customer Service: NÜRNBERGER Insurance Optimizes Request Processing
The Challenge: Staff have limited capacity, and over the years, data and product structures have become complex and opaque—an issue that is increasingly becoming a barrier for many companies. Internal research consumes valuable time that employees would prefer to invest in productive tasks.
NÜRNBERGER Versicherung
NÜRNBERGER Versicherung is facing significant challenges in handling the high volume of inquiries in the areas of claims and health insurance. With over 6 million customer contracts, the company receives a daily flood of requests that must be processed quickly and accurately by a limited number of employees.
Smart Helpers in Blue Design
With modern AI solutions, NÜRNBERGER Versicherung is addressing this problem and paving the way for a more efficient future. The company is using two digital assistants for the areas of claims and health insurance benefits. These projects are equipped with expert knowledge and visually match NÜRNBERGER's corporate design. The AI assistants are not only visually appealing but also technologically state-of-the-art.
The main goal of these assistants is to make complex information and product structures easier to understand. Using Kern AI technology, NÜRNBERGER's documents are prepared to be compatible with large language models (LLMs), which significantly simplifies onboarding for new employees. Thus, these AI assistants act not just as helpers, but also as trainers—enabling fast and effective onboarding.
Claims Assistant: Efficiency and Precision in Claims Handling
NÜRNBERGER’s claims insurance products are often complex and include numerous special and additional components. The vast amount of information poses a challenge for staff.
In close collaboration, an innovative AI assistant was developed specifically for NÜRNBERGER’s claims area to significantly reduce response times. This assistant has an in-depth understanding of the insurance products and their structure. It enables employees to quickly search relevant documents and deliver precise answers to customer inquiries. The assistant’s accuracy was validated in real-world testing by NÜRNBERGER’s expert team.
The results speak for themselves: The project received a Silver Award in the “Employer Initiative” category and a Bronze Award in the “Customer Experience” category at the Insurance Innovation Awards 2024/25.
Health Insurance Assistant: Boosting Efficiency in Health Insurance
NÜRNBERGER’s health insurance is also a popular product that includes many add-on options. Its complexity makes it difficult for employees to quickly find the right answers to customer questions. The health insurance assistant (KV-Assistent) provides a solution here.
This assistant efficiently supports a wide range of customer inquiries:
- Submitting medical or pharmacy bills: It helps check the reimbursement eligibility quickly and accurately, significantly reducing processing time.
- Questions about treatment methods or doctor visits: It offers well-founded information and assists in decision-making.
- Requests for coverage of special therapies not included in the standard benefits catalog: The assistant helps assess medical necessity and scientific recognition of the therapy, supports gathering expert opinions, and considers the individual circumstances of the policyholder—leading to faster and better-informed decisions.
The use of the health assistant also reduced processing time significantly. Additionally, it provides easy access to insurance terms and conditions—especially helpful for new staff.
The KV-Assistent was twice honored with the Insurance Innovation Award 2024/25: Silver in the Employer Initiative category and Bronze in Customer Experience—proving its ability to both revolutionize internal processes and elevate the customer experience. A double win that underscores its outstanding performance and innovative spirit.
Significantly optimized the response time
With Kern AI’s software, we were able to significantly optimize the response time in our customer service quickly and efficiently.
Bernd Ringel
Head of Marketing NÜRNBERGER Versicherung
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