Conversations Automated
CSAT Score
Different Channels Integrated
As a market leader serving millions, Guardian Life’s primary challenge was maintaining a human-centric support experience at an immense scale. To fulfill a mission of “Insurance for All,” the company required a solution that could ensure every policyholder, regardless of technical literacy or language preference, received instant, accurate information regarding their life-critical financial services.
The partnership with REVE Chat represents a strategic transition from fragmented, manual support to a unified, AI-driven engagement model that reflects Guardian Life’s commitment to innovation and customer trust.
Guardian Life Insurance Limited is a leading digital-first insurance provider in Bangladesh. Established as a joint venture between Apex, BRAC, and Square, the company currently serves over 11 million customers. A pioneer in the “Insurtech” space, Guardian Life focuses on making life insurance accessible, transparent, and efficient for a diverse population through cutting-edge technology and a customer-first philosophy.
Before using REVE Chat, Guardian Life faced several customer support challenges.
Many customers contacted the company to ask about insurance plans and services, and wanted to know about policy benefits, coverage, and eligibility. These questions came from multiple channels, and the support team had to answer the same questions many times.
With such repeated questions, Guardian Life Insurance needed a solution that could automate its support system to handle such queries.
Many customers wanted to file claims or check query status, and others wanted to know the steps for submitting documents. These requests are exceedingly hard for agents to answer on the top of their heads, needing deep integrations to address such queries.
Insurance service forms can be a chore to fill out as they require so much information, and many of them can be head-scratching ones. Also, for a financial institution, the variety of services meant a lot of custom forms were required.
This meant getting a solution that had the ability to create multiple forms and then integrating it with all touchpoints via Live Chat, Chatbot, and Ticketing.
Customers also asked general support questions, requested policy updates and more. These messages added pressure on the support team and automation was the route they wanted to move with.
Messages were hitting Guardian Life Insurance on multiple fronts, forcing agents to switch between tools to reply to customers. This slowed down the support process and made it harder to track conversations.
An omnichannel solution was desperately needed for an institution of this size.
To improve support operations, Guardian Life implemented REVE Chat live chat, chatbot, and ticketing.
They connected nine communication channels with our platform to provide a complete omnichannel solution. This helped the support team reply to customers from one dashboard instead of switching between different tools to just resolve a query.
The biggest need that Guardian Life Insurance had was a chatbot that could handle the bulk of their queries. With a sheer amount of requests for support queries, product information, claims, policies, and such, they needed a chatbot that could answer all of that.
Thus, our chatbot was implemented to:
1. Handle all common FAQs and questions regarding issues, products, services, etc.
2. Addressing claim related queries such as status, etc.
3. Provide form assistance for services or filing requests.
With deep integration of our chatbot to their systems, Guardian Life Insurance has effectively automated 80%+ of their queries on multiple channels
While a chatbot handles the bulk, there are some cases where the chatbot fails to provide the proper assistance. That’s where our chatbot uses smart fallback and handover protocols to transfer the conversation to the right agents in the right department.
Agents are then able to pick back up from where the chatbot left off and provide more personalized and hands-on support.
The company also introduced a chatbot to handle common questions. The chatbot answers queries about product information, coverage details, claim-related questions, and support requests.
Both Chatbots and Live Chat are integrated with our ticketing solution, creating tickets for issues or claims that require further investigation and solutions. With deep integrations and such, our ticketing solution is capable of handling and solving a vase number of issues.
For Guardian Life Insurance, forms was as important of a feature for the several services they provide. For each of these services, a different form was needed and REVE Chat’s form builder did just the job with custom statuses, seamless ticket creation and much more.
As your customer base grows, your support costs shouldn't. Stop adding more staff to handle the same repetitive questions. Move to a system that handles the routine work automatically, so your team can focus on complex claims and high-value clients.
Conversational Automated with Chatbot
Different communication channels integrated into a unified dashboard
CSAT score
Customers Served
As Guardian Life expanded its reach to over 13 millions users served, the challenge wasn’t just handling more chats, it was maintaining the trust of millions during their most critical moments. The partnership with REVE Chat transformed their support from a manual operation into a high-velocity, digital-first engagement engine.
In many organizations, a growing customer base requires a proportional increase in headcount. Guardian Life broke this cycle. By achieving an 70%+ automation rate, the AI-driven system independently resolved over tens of thousands of sessions. This didn’t just save costs; it allowed a lean team of 25 specialists to stop answering “Where is my office?” and start solving complex claim investigations that require deep empathy and expertise.
Insurance is an industry built on certainty. Through deep API integration, Guardian Life moved the claim status-check process from a “business hours only” manual task to an instant, 24/7 self-service feature. Whether at 2 PM or 2 AM, policyholders could receive real-time updates on their financial security, directly contributing to a claim settlement ratio that is now among the highest in the country at 97.69%.
The “toggle tax”: the time lost switching between WhatsApp, Facebook, and Web Chat was eliminated. By consolidating 9 different communication channels into a single unified inbox, agent productivity shifted from “managing tabs” to “managing relationships.” This streamlined workflow is a major driver behind their ability to settle 95% of claims within just three working days.
To fulfill the vision of “Insurance for All,” Guardian Life had to speak the language of the people. The implementation of seamless Bengali and English support ensured that digital transformation didn’t leave anyone behind. From rural micro-insurance holders to urban corporate clients, the support experience became localized, accessible, and inclusive.
In the future, they plan to make the chatbot smarter so it can answer more questions on its own. This will help customers get faster answers and allow agents to focus on more important tasks.
They are also improving support in both Bengali and English, so customers can use the language they are most comfortable with.
Guardian Life will be looking at ways to provide help before customers even ask, making support faster and easier for everyone and incorporate advanced AI capabilities to their solution.
Guardian Life wanted a better way to manage customer conversations from different channels.
By using REVE Chat live chat and chatbot, the company created a simple support system where agents can handle requests from one inbox. Customers can ask questions about insurance products, claims, forms, and updates without delay.
After three years of using the platform, Guardian Life now manages thousands of conversations more easily while giving faster service to its customers.
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