The context

Diot-Siaci is France's leading corporate insurance broker. The group supports its clients in designing and managing their property and casualty insurance programmes and in managing their risks, drawing on recognised expertise and a strong sector focus.

Carol Etchebarne leads transformation, innovation and operational-performance initiatives at Diot-Siaci Corporate Solutions. Her role is to optimise the entire operational value chain, delivering a differentiated client experience while making full use of the rich data the group manages.

As part of its transformation programme, Diot-Siaci identified several opportunities to improve the claims reporting process. This process is a key moment in the client relationship, yet it often relies on multiple exchanges and low-value administrative tasks. The objective was to simplify and streamline the reporting journey, improving the quality and completeness of the information collected from the first interaction while reducing processing times.

The group also wanted to structure and make better use of claims data in order to improve operational steering, strengthen analytical capabilities and give teams more time to focus on advising and supporting clients. Automation and artificial intelligence naturally emerged as key levers to achieve these goals.

Two complementary use cases

These two use cases address different yet complementary challenges in the claims reporting journey.

Both channels share the same objective of improving the client experience and operational performance, but they address different moments and uses within the claims reporting journey.

Why TeemantSoft

Diot-Siaci was convinced by a combination of factors: an understanding of insurance business challenges, the ability to handle both email workflows and conversational journeys, and, above all, the speed of implementation.

The group was looking for a solution that could integrate easily with its existing ecosystem while structuring data from the point of collection. TeemantSoft's omnichannel approach made it possible to address several use cases with the same logic and the same level of data quality.

Diot-Siaci particularly appreciated the agility and close collaboration of the teams. The solutions were built together, starting from operational needs and adapting very quickly to feedback from the field.

Implementation and support

The project was implemented in a very positive spirit of collaboration with the TeemantSoft teams. Throughout the project, contacts were highly available, attentive to needs and responsive to change requests and feedback.

Despite a project involving multiple stakeholders and several adjustment phases, the teams provided pragmatic and constructive support, maintaining regular and effective dialogue. Their ability to quickly understand business challenges and propose suitable solutions was a real asset.

Key strengths included the quality of the exchanges, the teams' strong commitment, their flexibility in adapting to business needs, and their support during testing and go-live. As with any innovative project, some timelines required adjustments along the way — but the teams' responsiveness and their continued determination to find solutions helped maintain a constructive momentum and deliver a result that met expectations.

Benefits of the chatbot journey

• Simplified reporting for field teams, who are generally not insurance specialists. The chatbot guides them step by step in accessible language and adapts its questions to the context of the claim.
• Better quality and completeness of reports. Where several exchanges were often needed to obtain a usable case file, the chatbot collects the required information and supporting documents from the outset in a structured, directly usable format.
• Multilingual capability, allowing the same reporting process to be deployed internationally across different entities and user populations, with a consistent level of data quality.
• Fast adoption. Compared with traditional claims reporting solutions or more complex extranets, it requires very little training — supporting rapid deployment at scale.
• Benefits at every level: fewer requests to central teams, greater satisfaction among field staff, more reliable reporting, and for Diot-Siaci, less rekeying, faster case processing and more time devoted to supporting clients.

Benefits of email automation

This AI solution automates the handling of claims reports received by email. It analyses messages, extracts useful information, checks completeness and automatically routes each request to the right journey: automatic case creation, manual processing, or a request for additional documents.

• Less manual data entry.
• More reliable data from the moment a case is opened.
• Automatic prioritisation of requests.
• Faster processing times.
• More time for high-value cases.

One of its strengths is its direct integration into Outlook, with no new tool to learn. Claims handlers simply see processing indicators on their emails, while complete case files are automatically prepared for validation in the claims management back office.

Feedback from teams and clients

Feedback from clients has been very positive. They see immediate efficiency gains within their insurance teams thanks to fewer administrative tasks and follow-up exchanges. Field staff also value the simplicity of the reporting journey, which guides them step by step without requiring specific insurance knowledge. The quality and reliability of the data collected provide much more complete and actionable reporting.

Internally, Diot-Siaci sees the same benefits: better information quality from the time of reporting, fewer sorting and rekeying operations, shorter processing times and more time for claims handlers to focus on higher-value cases. Teams also have more structured data, making it easier to manage operations and analyse claims.

Diot-Siaci

France's leading corporate insurance broker, supporting clients in designing and managing their property and casualty insurance programmes and in managing their risks.

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