Case Studies How Cabrillo Coastal Automated Claims and Policyholder Support, Driving 5,000+ Filed Claims in a Year

How Cabrillo Coastal Automated Claims and Policyholder Support, Driving 5,000+ Filed Claims in a Year

Floatbot's AI Claims Assistant enabled Cabrillo Coastal to offer policyholders self-service claim filing, status checks, and policy management while ensuring a smooth handoff to LiveChat when human support is needed.

At a Glance

Floatbot deployed Betty, an AI claims assistant, to automate claim filing and policyholder support that previously depended on live-agent availability. Within its first year, Betty handled more than 5,000 claim filings and status checks and authenticated over 24,800 policyholders, delivering round-the-clock support with an average response time of 29.2 ms.

A Trusted Name in Coastal Property Insurance

Founded in 2013 and headquartered in Gainesville, Florida, Cabrillo Coastal General Insurance Agency specializes in residential property insurance for catastrophe-exposed coastal areas across 11 U.S. states. The company has built a reputation for exceptional service, keeping phone hold times under 10 seconds and settling claims in an average of just 20 days, even at the height of storm season.

Growth Was Being Held Back

Storm-driven surges

Claim volume spiked suddenly during hurricanes, putting pressure on agents to keep hold times low.

Repetitive inquiries

Status checks, billing questions, and document requests took up agent time that could go to complex claims.

After-hours demand

Policyholders needed help when losses happened, which wasn't always during business hours.

Secure access

Policyholder identity had to be verified before sharing sensitive account information.

Where Floatbot Made the Difference

Floatbot deployed Betty, an AI claims chatbot purpose-built to streamline the First Notice of Loss (FNOL) process. It gives policyholders an easy access to a wide range of insurance services through an intuitive self-service experience.

End-to-End Self-Service

Allow policyholders independently handle insurance services like claim status checks, policy services, billing and payments, document requests, and more.