Travelers AI handles 90% of auto claims

Travelers Insurance is using an AI assistant to handle the surge of claims after catastrophes — and it’s working. When customers call after a car accident, they’re now greeted by the AI Claim Assistant, a fully autonomous voice system powered by OpenAI’s Realtime API. This AI guides them through the first notice of loss for auto property damage, answering policy questions, gathering details, and submitting claims. The result? 85-90% of customers complete their claim filing with the AI, without ever speaking to a human. Travelers rolled it out nationwide within two months of its initial eight-state launch. The system also operates 24/7 with no wait times — even during catastrophic events that can generate 100,000+ claims in days. Human claim professionals now focus on the complex cases that truly need their expertise. Why it matters: This is a real-world example of AI handling high-stakes, empathy-driven interactions at scale, proving that frontier models can manage sensitive customer service tasks without sacrificing quality.