Travelers Launches AI Claim Assistant Built with OpenAI Models

February 22, 2026
Travelers has introduced an AI-powered Claim Assistant that uses OpenAI's language and speech recognition technology to handle customer claim calls, starting with auto damage claims.

Travelers has launched an AI Claim Assistant developed using OpenAI model capabilities and APIs, announced in a press release. The new intelligent voice service uses advanced language and speech recognition to manage customer claim calls.

Initially, the AI Claim Assistant will assist customers filing auto damage claims, with plans to expand to other claim types and business lines. It can provide policy details, answer related questions, guide users through claim submission, and send personalized updates throughout the process.

The assistant integrates with Travelers' digital systems, allowing customers to upload photos, schedule repairs, and reserve rental cars. It can transfer callers to human specialists at any time. Travelers stated that call center employees are being trained for new roles as part of an ongoing upskilling program.

OpenAI’s Head of Platform Product, Olivier Godement, said the system represents one of the most advanced agentic voice implementations for handling complex claim conversations. Travelers selected OpenAI’s Realtime API after extensive testing for reliability and scalability.

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