# How Zurich uses LivePerson

**13 minutes**: “reduce the time to submit a claim over WhatsApp to just 13 minutes”

As published on [liveperson.com](https://www.liveperson.com/resources/success-stories/zurich-insurance-customer-engagement/), June 2024. Captured by usedby on 2026-10-24.

- Company: [Zurich](https://www.usedby.ai/companies/zurich.md)
- Tool: [LivePerson](https://www.usedby.ai/tools/live-person.md)
- Industry: [Insurance & InsurTech](https://www.usedby.ai/companies/industry/insurance-insurtech.md)
- Teams: Claims

## The use case: how Zurich deploys LivePerson

Zurich UK uses LivePerson's Voice to Messaging (IVR deflection) to move claims customers from phone to web chat, SMS, or WhatsApp. Customers can file claims, upload documents, and receive proactive status updates over messaging.

Summary written by usedby from the source page, in English. The figures are those of LivePerson and Zurich, not ours.

> During the pilot, Zurich was able to reduce the time to submit a claim over WhatsApp to just 13 minutes for customers making a contents insurance claim. Zurich plans to expand the service into other lines in the future.

- **149%**: “In 2023, Zurich saw a 149% increase in chats year-over-year.”

> With LivePerson, Hello Zurich, and all the technology that we’re employing, it allows us to give customers more choice, be more proactive, and assess claims faster.
>
> Helen Rogers, Head of Claims Digital Experience, Zurich UK

Source: [liveperson.com](https://www.liveperson.com/resources/success-stories/zurich-insurance-customer-engagement/), captured 2026-10-24.

## Other AI tools used by Zurich

- [Sixfold](https://www.usedby.ai/tools/sixfold.md) — Confirmed
- [Beam](https://www.usedby.ai/tools/beam.md) — Observed
- [HighRadius](https://www.usedby.ai/tools/highradius.md) — Observed
- [Phenom](https://www.usedby.ai/tools/phenom.md) — Observed
- [Quantexa](https://www.usedby.ai/tools/quantexa.md) — Observed

## LivePerson users in Insurance & InsurTech

- [Elevance Health](https://www.usedby.ai/companies/elevance-health.md) — Observed
- [MDabroad](https://www.usedby.ai/companies/mdabroad.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-10-24.

- Checked: the figure 13 minutes is printed word for word on the page, near the name of Zurich.
- Checked: the passage quoted above is copied word for word from the page, near the name of Zurich.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Zurich uses LivePerson. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/how-zurich-uk-improved-insurance-customer-engageme · How we check: https://www.usedby.ai/methodology