claims_processing · finance · workflow
How Plum slashed claim filing time by 60% for its users with a WhatsApp bot built using Landbot
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Employee contacts WhatsApp
When employees start a claim, they only need to reach out to Plum's WhatsApp number.
Tools used
LandbotWebhooks and APIs
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.
What failed first
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.
Results
Time saved60%
Grounding & classification
Source type: vendor customer story
25 fields verified against source quotes.
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