When customers call Travelers after a car accident, they need immediate help and confidence that the claims process is going to go smoothly. But delivering that support at scale can be an operational challenge. Catastrophe events are capable of generating more than 100,000 claims in just days—last year, Travelers handled more than 1.5 million claims and paid more than $23 billion in losses.
To help manage these surges while improving the customer experience, Travelers built the AI Claim Assistant, a fully autonomous voice solution powered by OpenAI Realtime API and frontier models. The assistant uses natural conversation to guide customers through first notice of loss for auto property damage claims, answering policy questions, gathering details, and submitting claims. After launching in eight states, Travelers expanded the assistant countrywide within two months, with 85–90% of customers using the AI Assistant now completing their claim filing through AI.
“What set OpenAI’s real-time model apart was the ability to perform in that environment,” says Patrick Gee, SVP of Auto and Property Claims at Travelers. Behind the scenes, Travelers connected OpenAI models to its claims infrastructure, orchestration systems, and internal tools to safely operate at enterprise scale. Customers can access support 24/7 without experiencing any wait times—even during catastrophe events—while claim professionals focus on more complex cases requiring human expertise.
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