Travelers rolled out an AI Claim Assistant across the United States, using OpenAI Realtime API to automate voice‑based intake for auto‑property damage claims. The system guides callers through loss notification, policy queries, and data capture, then files the claim without human handoff. After an eight‑state pilot, the tool now operates nationwide, handling the majority of new filings for drivers today.

The insurer processes over 1.5 million claims annually and paid more than $23 billion in losses last year, so scaling support during catastrophes is critical. By linking OpenAI models to its claims platform, orchestration layer, and internal tools, Travelers achieved 24/7 availability and eliminated wait times, even when a single event generates 100,000+ claims across the nation in real time for customers.

Patrick Gee, SVP of Auto and Property Claims, credits the real‑time model for handling high‑volume spikes without degrading performance. The assistant frees adjusters to focus on complex cases that still require human judgment, while delivering a consistent, frictionless experience to policyholders. Travelers now reports that 85–90% of claimants complete filing entirely through the AI interface in the process today alone.