Case Study: Plum slashes claim filing time by 60% with Landbot.io

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

Plum, an employee benefits platform in India, wanted to simplify a complex, email-based health insurance claims process that involved too many manual steps, back-and-forth communication, and slow turnaround times. To improve the user experience and scale its operations, Plum partnered with Landbot.io to explore a mobile-first, conversational approach using WhatsApp automation.

Using Landbot.io’s WhatsApp chatbot platform, Plum built a guided self-serve claims flow that collects employee information, uploads documents, fetches profile data via APIs, and proactively sends updates and reminders. The impact was significant: Plum now serves 15,000+ customers via WhatsApp, processes 400 claims per month, handles 80% of claims through WhatsApp, and reduced claim filing time by 60%, while also achieving an 85% opt-in rate for future WhatsApp communication.

Plum

Shubhanshu Soni

Founding Engineer