Personal to the claim
Each video reflects this claimant's policy, claim type and stage — what's covered, what's needed, what happens next.
Use case · Claims
Claims that reassure instead of confuse.
A claim is the moment a customer finds out what your promise is really worth. Lont turns first notice, status updates and decisions into personalized video that tells each claimant exactly what's happening and what to do next.
The problem
The claim is the promise — and the weakest moment.
A claim is when the relationship is tested: the customer is stressed, the process is unfamiliar, and the communication is dense, generic and full of jargon. Status updates don't say what they mean for this person, decisions arrive as form letters, and every unanswered question becomes a phone call — at exactly the moment trust is most fragile.
- Anxious claimants
- Jargon-heavy letters
- Unclear status
- Repeated calls
- Trust at risk
How Lont helps
Turn a stressful process into a guided one.
Status made human
Replace a cryptic status code or letter with a short, calm explanation the claimant can actually follow.
Fewer avoidable calls
Answer the predictable questions — documents, timelines, next steps — before the claimant has to ask.
Governed and accurate
Decisions and entitlements render deterministically from your systems, so every explanation is consistent, auditable and compliant.
Proven impact
Clarity when it matters most.
Claims is where understanding and trust matter most — the same outcomes Lont's governed personalized video produced in a 45,685-customer randomized trial at Allianz.
−10.9% Customer churn when value and process are understood
13 → 36 NPS lift clearer communication builds trust
41–52% Click-to-open on personalized customer messages
“It was the way Lont's personalized GIF, video and CTA worked together. We saw the impact on the renewal journey really quickly.”
FAQ
Questions about claims communication.
What claims moments can Lont personalize?
The whole journey: first notice of loss, document requests, status updates, settlement decisions and next steps. Each is rendered as a personalized video generated from the claim and your systems.
Does it work for declined or partial claims?
Yes. You control which content is fixed and which varies, so sensitive outcomes — declines, partial settlements, entitlements — are explained accurately and consistently, with optional human review before anything ships.
How does it reduce claims support load?
Clear, personalized updates answer the predictable questions — what's needed, what's next, how long — before claimants call. Segment-level analytics show which moments still drive contact, so you can keep improving them.
Is it compliant and auditable?
Yes. Execution is deterministic: the same claim inputs and rules always produce the same explanation, so claims communication stays reproducible and auditable, with AI applied only where you allow it.
Get started
Make a claim feel handled.
Pick a claims moment — first notice, status, decision — and we'll show you the personalized-video version, with the engagement data behind it.
- −10.9% churn
- 13 → 36 NPS
- 41–52% click-to-open
Thanks — that's in.
We'll be in touch within one business day to set up your walkthrough.