New intelligent voice capability enhances the customer experience

The Travelers Companies, Inc. (NYSE: TRV) today announced the launch of AI Claim Assistant, an industry-leading solution developed using OpenAI model capabilities and APIs. The fully agentic intelligent voice service uses advanced language and speech recognition technologies to handle customer claim calls. This capability is initially being used with customers who are calling to file an auto damage claim and will expand to additional lines of business and a broader set of claim interactions over time. The launch reflects Travelers’ commitment to disciplined innovation and its strategy of combining advanced analytics, AI and human expertise to deliver superior customer outcomes through a more efficient process.

“The technology behind our AI Claim Assistant is remarkably dynamic and responsive, and early customer feedback has been overwhelmingly positive,” said Nick Seminara, Executive Vice President and Chief Claim Officer at Travelers. “This innovative service provides our customers with a claim filing experience that’s convenient, efficient and effective.”

OpenAI stood out for its rigor, reliability and enterprise-grade security. Travelers selected OpenAI’s models and Realtime API after extensive testing and benchmarking to ensure the strongest possible technology at scale.

“Travelers has built one of the most sophisticated agentic voice implementations capable of consulting, advising and supporting customers through the full complexity of a claim conversation,” said Olivier Godement, Head of Platform Product at OpenAI. “We’re thrilled to support Travelers as they expand their platform and services with AI-powered experiences like these.”

Travelers’ AI Claim Assistant provides the same natural, friendly and comprehensive service customers expect from a live agent – guiding them from consultation through claim submission. The assistant can provide relevant policy information, answer related questions and help customers make an informed decision about filing a claim. The assistant also customizes notifications to keep customers updated throughout the process, then seamlessly transitions them to a digital experience where they can upload photos, initiate appraisals, schedule repairs, reserve rental cars and manage other essential tasks.

This streamlined service accelerates claim initiation while allowing Claim professionals to focus on resolutions. Customers can speak with a live specialist at any point. Call center employees are being trained and repositioned to more strategic roles in a deliberate upskilling program that Travelers plans to continue as technology evolves.

About Travelers
The Travelers Companies, Inc. (NYSE: TRV) is a leading provider of property casualty insurance for auto, home and business. A component of the Dow Jones Industrial Average, Travelers has more than 30,000 employees and generated revenues of nearly $49 billion in 2025. For more information, visit Travelers.com.

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