BrazilFinance and insurance2026 – ongoingPorto Seguro
Generative AI registration of vehicle theft claims through WhatsApp
Porto Seguro reported automating 70% of vehicle theft notifications through WhatsApp
Problem
Customers reporting stolen vehicles faced lengthy forms and telephone queues while dealing with the loss of their vehicle.
Approach
Porto Seguro introduced a generative AI agent that collected information and registered theft claims through WhatsApp. Customers could complete the notification in conversation and contact human support when needed. The insurer used conversation data to identify difficulties in the process.
Results
Takeaway
The reported automation covered the initial theft notification. Customers still needed support through the remaining claims process.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Porto Seguro's claims director described an operational WhatsApp agent for registering vehicle theft claims. The insurer reported automating 70% of notifications while retaining access to human support.
Full details are in the original sources.