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.
Proven impact
Clarity when it matters most.
A claim depends on understanding and trust, the two outcomes Lont's personalized video moved in a 45,685-customer randomized trial at Allianz.
−10.9%Customer churnwhen value and process are understood
13 → 36NPS liftclearer communication builds trust
41–52%Click-to-openon personalized customer messages
The problem
Claims communication is weakest when customers need it most.
A claim is when the relationship is tested. The customer is stressed, the process is unfamiliar and the letters are 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.
- 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.
Accurate every time
Decisions and entitlements render from your systems the same way every time, so each claimant gets the explanation your rules say they should.
“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 every explanation reproducible?
Yes. The same claim inputs and rules always produce the same explanation, so you can test every case before it ships. AI is 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.