MAPFRE and GFT Transform the Agriculture Claims Process with AI, Automation and WhatsApp
When Advantages turn into Results
Faster and More Accessible Service
Opening claims directly through WhatsApp simplifies the process for rural producers and reduces response time.
Automation with Operational Gains
Integrating RPA, low-code, and AI to eliminate manual steps, increase productivity, and accelerate critical processes.
Governance and Scalability in AI
A robust governance framework for scaling automation and intelligent agents with security, standardization, and continuous efficiency.
AI-Powered Insurance Claims
MAPFRE and GFT have joined forces to transform the agribusiness insurance claims journey through a digital approach based on AI, automation, and WhatsApp mobile communication. Faced with the challenge of reducing operational complexity while simultaneously improving the customer experience, the companies implemented an end-to-end automated process that simplifies communication with farmers and accelerates service. Combining low-code, RPA, and intelligent governance structures, the initiative created a more agile, scalable, and customer-centric operation, reinforcing MAPFRE’s strategy of modernizing its services and expanding innovation throughout its operations.
What?
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Transforming the agricultural claims process through an integrated solution via WhatsApp, combining automation, low-code, and Artificial Intelligence to simplify processes and accelerate service to rural producers.
Why?
MAPFRE sought to reduce operational bureaucracy, streamline communication with rural producers and create a more fluid, digital, and omnichannel experience. In addition, the company needed to structure a solid governance foundation to scale automation and AI initiatives in a safe and sustainable way.
We want to streamline the relationship between all parties, eliminating operational bottlenecks and accelerating the delivery of value.
How?
The solution integrated WhatsApp, a chatbot, Microsoft Power Platform, and UiPath automations to enable the automated opening of claims. The rural producer initiates the service directly through WhatsApp, while the data is captured and processed by GFT's RPA Center of Excellence (CoE), which is responsible for opening, processing, and responding to agricultural claims.
The initiative also incorporated a structured governance strategy for AI and low-code, strengthening security, standardization and operational scalability.
Creating a Better Customer Experience
MAPFRE sought to evolve its claims operation in the agricultural sector, making the process simpler, more accessible, and more efficient for rural producers.
The goal was to eliminate operational bottlenecks, reduce manual interactions, and create a more seamless omnichannel journey, without compromising governance, security, and technological scalability.
Furthermore, the company needed to build a solid foundation for the sustainable expansion of automation and intelligent agents in different areas of the business.
A Seamless Digital Claims Process
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The solution developed by GFT in conjunction with MAPFRE integrated WhatsApp, RPA, low-code and Al into a complete digital journey. The process works in a simple way:
- The rural producer initiates a claim for an insured loss directly, via WhatsApp
- A chatbot collects policy data and registration information
- The information is processed automatically by GFT's RPA Center of Excellence (CoE)
- The system handles the opening, processing, and return of claims in an automated manner.
The solution architecture combines:
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- Microsoft Power Platform
- UiPath
- Chatbot integrated with WhatsApp
- Governance framework for Al and low-code
- Center of Excellence for automation and continuous support.
The developments in Microsoft Power Platform were carried out by MAPFRE itself, while the work conducted by GFT was implemented exclusively in UiPath.
Governance and Scalability for AI
One of the project's distinguishing features was its focus on governance and the sustainable growth of automation. MAPFRE structured the use of the Microsoft Power Platform and Copilot Studio with support from the CoE Starter Kit, strengthening practices in:
- Security
- Standardization
- Accordance
- Operational control.
Complementing this strategy, the automated Center of Excellence implemented by GFT began to act as a structuring core for the insurer's automation. Today, the CoE is responsible for the development and support of approximately 200 productive RPA modules, ensuring operational efficiency, technical standardization and the continuous evolution of automation.
The project demonstrates how automation, low-code, and applied AI can transform critical business processes, with measurable improvements in productivity, operational cost and customer experience.
Increased Customer Satisfaction and Improved Operational Excellence
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The initiative brought significant gains to the insurer's operations and to the customer experience in the agricultural sector. Main benefits:
- More efficient claims processing via WhatsApp
- Automation and reduction of operational steps
- Greater agility in service and response time
- Simpler and more intuitive digital journey for rural producers
- Infrastructure prepared for future AI expansion and automation
- Robust governance for scalable innovation
- Greater operational productivity.
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