Travelers' AI Claim Assistant, Built on OpenAI's Realtime API, Takes Auto Damage Claim Calls Countrywide

Travelers, which handled more than 1.5 million claims and paid more than $23 billion in losses in 2025, built AI Claim Assistant to cope with surges such as catastrophe events, which can generate more than 100,000 claims in a few days, according to an OpenAI customer story published in June 2026. AI Claim Assistant is a fully autonomous voice solution powered by OpenAI's Realtime API and frontier models. When customers call after a car accident, it uses natural conversation to guide them through first notice of loss for auto property damage claims: it answers their policy questions, gathers the details of the incident and submits the claim. Behind the scenes, Travelers connected the OpenAI models to its claims infrastructure, orchestration systems and internal tools so that the assistant can operate safely at enterprise scale. "What set OpenAI's real-time model apart was the ability to perform in that environment," said Patrick Gee, senior vice president of auto and property claims at Travelers. Travelers first launched the assistant in eight states and expanded it countrywide within two months. According to OpenAI, 85-90% of customers who use the assistant now complete their claim filing through AI. Customers can get support 24 hours a day without waiting, including during catastrophe events, while claim professionals concentrate on more complex cases that need human expertise.