Case Study: Belfius achieves an 87.5% increase in submitted insurance claims with Sinch

How Belfius nearly doubled submitted insurance claims with conversational AI

Belfius, one of the largest banks in Belgium, needed a simpler, more personalized way to handle insurance claims in its mobile banking app. The process was time-consuming and complex for customers, so Belfius looked for a digital solution that could keep the experience local, human, and easy to use.

Using Sinch Chatlayer.ai, Belfius launched the myBo chatbot, fully integrated with its app and backend systems to guide users through claims submission. Sinch helped Belfius achieve more than an 87.5% increase in completed insurance claims, process over 2,000 claims per month, and save the customer care team about 600 working hours monthly.

Belfius