Igloo has launched an AI travel insurance assistant on its consumer insurance platform in Indonesia, introducing an autonomous sales agent capable of handling the complete purchase journey.

The assistant, named Igi, guides users through destination selection, plan comparison, payment, and policy issuance.

The system pairs a conversational interface with a synchronised web view, allowing customers’ progress to carry seamlessly across both formats.

For queries requiring human intervention, the system hands the conversation over to telesales staff via WhatsApp.

Since its launch in early May, the insurtech company reported that users engaging with the assistant were 44% more likely to complete a purchase. This is compared with users on the standard website.

Customers using the hybrid flow converted at more than 1.7 times the rate at the point of purchase.

“We have spent the past year refining and realising our AI-native strategy and infrastructure,”

said Raunak Mehta, Co-Founder and CEO of Igloo.

Mehta noted that putting this infrastructure in front of the consumer removes friction from the buying journey.

He added that this approach is particularly important in a market where a large portion of the population has never purchased an insurance product.

Addressing Indonesia’s insurance gap

Indonesia’s insurance penetration stands at 2.7%, leaving the vast majority of its 280 million population without coverage.

Igloo stated that traditional barriers to entry include jargon-heavy product pages, the difficulty of comparing multiple insurers without guidance, and a lack of availability outside standard office hours.

The company’s new assistant operates around the clock to address these constraints.

The launch is part of a broader shift for the company’s Indonesian platform, moving from a standard product catalogue to an AI-driven system.

Igloo plans to extend the assistant to WhatsApp to reach customers on a messaging application they already use.

The company also intends to introduce the conversational sales feature to other product lines on its Indonesian website. These include motor and personal accident insurance.

Featured image credit: Edited by Fintech News Indonesia, based on image by RSplaneta via Magnific