BotCircuits helped automate common customer queries, improve response consistency, and create a faster digital support experience.
A Legacy Built on Trust
Sri Lanka Insurance General is the largest and most trusted general insurance provider in the Sri Lanka, with a legacy spanning more than six decades. From motor and health to travel, home, and business coverage, the company protects millions of policyholders across the island, backed by an extensive branch network, award winning service, and a brand built on stability and trust.
As the market leader, it sets the standard for how insurance is delivered in Sri Lanka. That standard now extends to digital. Customers don't just expect the most trusted name in insurance, they expect it to be the most accessible too. But accessibility at this scale comes with a hard question. How do you give every customer fast, accurate answers, in their own language, around the clock, without making them wait on hold or drive to a branch?
The Problem Nobody Talks About
Every day, the company's service channels were fielding the same handful of questions, over and over. What's the status of my claim? Is my policy active? What does this plan actually cover? How do I make a claim?
These aren't complex queries. But at this scale, serving one of the largest policyholder bases in the country, they add up fast. Each routine question consumes agent time, lengthens queues, and pulls focus away from the cases that genuinely need human judgment: complex claims, escalations, and high value customer relationships.
The challenge was compounded by language. Sri Lanka is a trilingual market, and customers expect to be served in Sinhala, Tamil, or English, whichever they're most comfortable in. Replicating that consistently, across every channel, every hour of the day, simply wasn't possible with a human only model. Outside business hours, customers had no way to get even the simplest answer.
What was needed was a way to give customers instant, self service answers to routine questions, in any of the country's three primary languages, at any hour, without compromising the accuracy and reliability the brand has spent six decades building.
Why BotCircuits
BotCircuits sat down with the SLIC General team to understand what they needed from a conversational agent, and a few things shaped the approach.
Built for BFSI Native workflows. The platform is designed around insurance use cases, where accuracy matters from the start.
BotCircuits sat down with the SLIC General team to understand what they needed from a conversational agent, and a few things shaped the approach.
Multilingual support. Native Sinhala, Tamil, and English capabilities meant the agent could serve the full customer base without needing a separate translation layer.
Secure integration with existing systems. The agent connects to policy and claims systems, so responses reflect each customer's actual information rather than generic answers.
Straightforward deployment. The agent was embedded directly into the existing website, fitting into the current site and brand experience without major changes to operations.
Proven platform. BotCircuits' experience deploying similar agents for other financial institutions gave the team confidence in the approach.
From Hours to Seconds
BotCircuits deployed a conversational AI agent directly on the website, giving every visitor a 24/7 channel to get answers in seconds, in the language of their choice.
The agent can:
Check claim status. Customers get real time updates on active claims, instantly, without calling a hotline or visiting a branch.
Check policy status. Customers verify policy details and standing directly through the chat interface, on demand.
Answer product and coverage questions. Common queries about motor, health, travel, home, and business insurance products are handled accurately and on brand, any time of day.
Speak the customer's language. Full conversational support in Sinhala, Tamil, and English, so every customer is served the way they'd expect from a human agent, without switching channels or repeating themselves.
The result is a front door that's always open. A customer checking on a claim at 9pm on a Sunday gets the same fast, accurate response as one calling during business hours on a Tuesday. A Tamil speaking customer in the East gets the same quality of service as an English speaking customer in Colombo.
For the service team, that means the highest volume, most repetitive work, the "what's my status" questions that used to fill queues, now runs on autopilot. Agents are freed to focus on the conversations that need a human: complex claims, sensitive situations, and the relationships that turn policyholders into lifelong customers.
For customers, it means no more waiting for an answer that should take seconds, delivered by the country's most trusted insurer, now also its most accessible.
