Claims processing · Production

How Plum slashed claim filing time by 60% for its users with a WhatsApp bot built using Landbot

The problem

Manual insurance claims filing was tedious and error-prone, with operations teams burdened by gathering and entering data, employees unable to locate health cards, and email-based communication causing multi-hour delays during medical emergencies.

First attempt

Plum's engineering and product team tried other solutions before Landbot, but iterating on them was painstaking and the bot-building process was not easy.

Workflow diagram · grounded in source
1
Employee contacts WhatsApp
trigger
“when employees start a claim, they only need to reach out to Plum's WhatsApp number”
2
Bot fetches profile data
integration
“The Plum bot will immediately fetch their stored profile data from Plum's internal database and start interacting with the employee personally”
3
Bot guides through claim
ai_action
“asking questions, collecting information and guiding the user in real time through the claim process”
4
Employee uploads documents
output
“build a guided self-serve system where customers could upload the documents required to start a claim”
5
API generates claim record
integration
“An API will relay the collected information and generate a claim in Plum's internal tool for the operations team to take forward”
6
Operations team review
human_review
“making it easier for the operations team to access & review documents, initiating the claim process with the insurance providers”
Reported outcome

Plum slashed claim filing time by 60% and expanded the bot into a full-fledged WhatsApp health messenger service, enabling instant health card downloads, telehealth access, and insurance coverage checks.

Reported metrics
Claim filing time60%
Health card retrieval time (before)could take hours during a critical emergency
Health card retrieval time (after)within seconds
Worker time freed for other tasksworkers more time to dedicate to other more important tasks
Reported stack
LandbotWebhooks and APIsWhatsApp
Source
https://landbot.io/case-studies/plum
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Plum slashed claim filing time by 60% and expanded the bot into a full-fledged WhatsApp health messenger service, enabling instant health card downloads, telehealth access, and insurance coverage checks.

What tools did this team use?

Landbot, Webhooks and APIs, WhatsApp.

What results were reported?

Claim filing time: 60%; Health card retrieval time (before): could take hours during a critical emergency; Health card retrieval time (after): within seconds; Worker time freed for other tasks: workers more time to dedicate to other more important tasks (source-reported, not independently verified).

What failed first in this deployment?

Plum's engineering and product team tried other solutions before Landbot, but iterating on them was painstaking and the bot-building process was not easy.

How is this claims processing AI workflow structured?

Employee contacts WhatsApp → Bot fetches profile data → Bot guides through claim → Employee uploads documents → API generates claim record → Operations team review.

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