WhatsApp Chatbot Streamlines Specialist Car Insurance Quotes for a UK Nationwide Broker
Background
Beacon Specialty Insurance Brokers serves drivers with non-typical needs: classic cars, high-value performance vehicles, modified motors, and unusual usage. Their advisors are experts, but gathering complex details over phone and email was slow and inconsistent, especially outside office hours.
The Challenge
Specialist car quotes demand precise information. Long web forms caused drop-offs, while phone calls tied up advisors and led to missed opportunities after-hours. The business needed a friendlier, faster way to capture complete details without sacrificing the conversation that builds trust.
The WhatsApp Solution
The broker introduced an AI-powered WhatsApp chatbot that meets customers where they already are. There’s no app to download, no new logins or passwords, and the experience feels personal and familiar.
Designed to sound natural, the bot holds an amazing, human-like dialogue and keeps the process simple by asking one question at a time. This reduces cognitive load and keeps customers moving forward, whether they’re on the go or at home.
What the Bot Captures (One Question at a Time)
- Confirms the user’s full name
- Gets the user’s date of birth
- Gets the user’s address
- Gets the user’s occupation
- Finds out how long the user has been driving
- Finds out if the user has any motoring or criminal convictions in the last 5 years
- Asks for the car’s make and model
- Asks for the car’s year of manufacture
- Asks for the car’s registration number
- Asks where the car will be parked overnight
- Asks what the car will be used for (e.g. commuting or social, domestic and pleasure)
- Asks if the car has any modifications or extra security measures fitted
Built for the UK Specialist Market
The chatbot has strong knowledge of the UK car insurance market, helping customers navigate the nuances that matter for specialist risks. It can:
- Recognise when classics may need agreed value and limited mileage details.
- Ask the right follow-ups for modifications (e.g. remaps, exhaust, suspension) and extra security (e.g. Thatcham-approved trackers, immobilisers).
- Clarify usage types such as business use vs. commuting vs. social, domestic and pleasure.
- Highlight how overnight parking and storage affect availability and pricing.
- Politely explain why certain details are required, building confidence without industry jargon.
Seamless Handover to Human Experts
When a case is complex—such as multiple convictions, unusual usage, or rare modifications—the bot summarises the conversation and schedules a callback with the right specialist advisor. Customers never have to repeat themselves, and advisors start with a complete, tidy brief.
Business Impact
- Higher completion rates: One-question-at-a-time on WhatsApp reduces abandonment vs. long forms.
- Better-qualified leads: Advisors receive complete, structured details and can quote faster.
- 24/7 capture: After-hours enquiries are converted into ready-to-quote opportunities.
- Improved customer experience: Natural, friendly conversation in a familiar channel.
- Operational efficiency: Advisors spend less time chasing basics and more time tailoring specialist cover.
Why It Works
Specialist car insurance customers value expertise and convenience. By combining a warm, human-like dialogue with smart, UK-specific knowledge—and keeping everything inside WhatsApp—the broker removes friction, captures every crucial detail, and gets the customer to the right expert faster.
Example Conversations
Below are some example conversations between a user and the chatbot, whilst fictional, they have been generated by the same AI that powers the chatbot and represent realistic interactions.
1. Bot gathers details for a 1972 classic roadster, confirms mileage, agreed value, garaging, and forwards to a specialist advisor for final quote.
Hi, I’m looking for classic cover for my 1972 roadster. Limited annual mileage. Can you help?
Absolutely—love a ’72! We specialise in classics. To get started, what’s your full name, please?
John Smith.
Thanks, John. What’s your date of birth? (DD/MM/YYYY)
14/08/1978.
Great, thanks. Your full address including postcode, please?
12 Brook Lane, Bath, BA2 4AB.
Perfect. What’s your occupation?
Architect.
How long have you held a full UK driving licence?
Since 1996, so 29 years.
Any motoring or criminal convictions in the last 5 years?
No, none.
Great. What’s the car’s make and model?
Triumph TR6 roadster.
And the year of manufacture?
1972.
Thanks. What’s the registration number?
KTR 123K.
Where is it kept overnight? Street, driveway, or a locked garage?
Locked garage at home.
What will you use the car for? Social, domestic and pleasure only, or any commuting?
Social, domestic and pleasure only. No commuting.
Any modifications or extra security fitted? (e.g., immobiliser, tracker)
Original spec, with an immobiliser and a tracker.
Classic policies often use an agreed value. Do you have a figure and recent valuation (club or independent)?
£28,000 with a TR Register valuation from last month.
Great. What annual mileage limit would you like?
3,000 miles per year.
Perfect. I’ll flag this to our classic specialist to finalise your agreed-value quote. Do you prefer a callback or WhatsApp message?
WhatsApp is easiest.
All set. We’ll confirm options and price here within 2 working hours. Your ref: TR6-BA2. I’m here if you need anything else.
2. A supercar owner requests a quote; the bot gathers details, flags tracker/parking requirements, then submits a concise summary to HNW team.
Hi, I’d like a quote for my Ferrari 812 insurance. Can you help?
Absolutely. Let’s get a few details to tailor this. First up, what’s your full name, please?
James Whitaker.
Thanks, James. What’s your date of birth?
22/04/1986.
Great. What’s your full address, including postcode?
Flat 2, 18 Eaton Place, London SW1X 8AD.
Thanks. What’s your occupation?
Managing Director at a tech firm.
How long have you held a full UK driving licence?
12 years.
Any motoring or criminal convictions in the last 5 years?
One SP30 in June 2021, 3 points, £100 fixed penalty. No bans, nothing else.
Understood. What’s the car’s make and model?
Ferrari 812 Superfast.
And the year of manufacture?
2020.
Got it. What’s the registration number?
F12 ABC.
Where will it be parked overnight? For cars like this, many insurers require a locked garage or secure gated parking.
Gated driveway with CCTV and security lighting. I can keep it in the internal garage if required.
Thanks. What will you use the car for?
Social, domestic and pleasure plus occasional commuting. Around 4,000 miles a year.
Any modifications or extra security? Many underwriters require a Thatcham S5 tracker with driver ID.
Factory immobiliser, Vodafone/Cobra S5 with ID tags (active subscription), and a Ghost II immobiliser.
Perfect. Given the vehicle, most HNW insurers will require the S5 to stay active and may insist on garaging; keys stored away from doors, ideally in a safe. Shall I pass this to our high‑net‑worth team for quotes?
Yes, please.
Great. What’s the best time to reach you, and is this WhatsApp number your preferred contact?
After 3pm today, and yes—this number is best.
Brilliant—summary sent to our HNW team:
- Name: James Whitaker (DOB 22/04/1986)
- Address: Flat 2, 18 Eaton Place, London SW1X 8AD
- Occupation: Managing Director
- Licence: 12 years; Convictions: SP30 June 2021, 3pts
- Vehicle: Ferrari 812 Superfast, 2020, Reg F12 ABC
- Use: SDP + occasional commuting; 4,000 miles/yr
- Overnight: Gated driveway with CCTV; garage available
- Security: Factory immobiliser, Vodafone/Cobra S5 (active, ID tags), Ghost II
- Likely conditions: S5 must remain active; garaging preferred/required; keys stored securely
- Contact: After 3pm via this WhatsApp number
They’ll be in touch after 3pm today.
3. Late-night user requests a car insurance quote with two convictions; bot gathers all details, logs convictions, explains pricing impact, and books a specialist callback.
Hi, can I get a car insurance quote tonight? I commute and I’ve got two recent motoring convictions.
Evening! I can capture everything now and have a specialist quote for you tomorrow. What’s your full name as it appears on your licence?
Daniel Harris.
Thanks, Daniel. What’s your date of birth? (dd/mm/yyyy)
14/09/1989
Great. What’s your full address, including postcode?
Flat 2, 18 Brook Street, Leeds, LS1 6DL.
Thank you. What’s your current occupation?
IT Support Analyst.
How long have you held a full UK driving licence? Month and year is fine.
Since July 2010.
In the last 5 years, do you have any motoring or criminal convictions? If yes, please list each with code, offence date (dd/mm/yyyy), and points.
Two motoring convictions: SP30 on 15/03/2023 (3 points) and CU80 on 02/06/2024 (6 points). No criminal convictions.
Noted: SP30 – 15/03/2023 – 3 points; CU80 – 02/06/2024 – 6 points. These can raise prices because some insurers see higher risk, but our specialist panel often helps—especially for commuting. What’s the car’s make and model?
BMW 320d M Sport Touring.
What year was it manufactured?
2018.
What’s the registration number?
YK18 ABC
Where will the car be parked overnight?
On my driveway with a security light and CCTV.
What will you mainly use the car for—social/domestic/pleasure, commuting, or business?
Commuting and social/domestic/pleasure.
Any modifications or extra security on the car itself? For example, tracker, factory alarm/immobiliser, dashcam?
No mods. Factory alarm and immobiliser, no tracker.
Given the convictions, a quick specialist review helps secure the sharpest rate. What’s the best phone number to reach you tomorrow?
+44 7700 900123
Thanks. When suits you for a callback: 08:30–10:30, 12:00–14:00, or 16:00–18:00?
08:30–10:30, ideally around 09:15.
All set. I’ve booked a specialist review for tomorrow at ~09:15 (we’ll call +44 7700 900123). Ref: Q-LE23-9187.
Summary:
- Name: Daniel Harris, DOB: 14/09/1989
- Address: Leeds LS1 6DL
- Licence since: 07/2010
- Car: 2018 BMW 320d M Sport Touring, Reg: YK18 ABC
- Overnight: Driveway (CCTV/light)
- Use: Commuting + SD&P
- Mods/Security: Factory alarm/immobiliser
- Convictions: SP30 (15/03/2023, 3pts), CU80 (02/06/2024, 6pts)
We’ll confirm price options after underwriting. Anything else you’d like to add?
4. User with modified Golf GTI seeks cover. Bot collects all details, clarifies track days, security, and routes to modified-vehicle specialist with itemised summary.
Hi, can you cover a modified Golf GTI? It’s got an ECU remap, aftermarket exhaust, and lowered suspension.
Absolutely—modified cars are our thing. First up, what’s your full name as it appears on your licence?
James Whitaker.
Thanks, James. What’s your date of birth? (DD/MM/YYYY)
14/06/1992.
Great. What’s your home address including postcode?
23 Oakfield Close, Sheffield, S10 3AB.
And your occupation?
Software engineer.
How long have you held a full UK driving licence?
9 years.
Any motoring or criminal convictions in the last 5 years?
SP30, 3 points in 2023. No other convictions.
What’s the car’s make and model?
Volkswagen Golf GTI Performance.
Year of manufacture?
2018.
Registration number?
AB18 GTI.
Where is the car parked overnight?
Locked garage at home, covered by CCTV.
What will you use the car for? For example, commuting or social, domestic and pleasure.
Social, domestic and pleasure only—no commuting.
Do you plan any track days, or is it strictly road use?
Probably 1–2 non-competitive track days a year.
About the ECU remap—who carried it out, what’s the quoted/dyno power, and is it switchable?
Revo Stage 1, dynoed at 295 bhp, standard flash map (not switchable).
Exhaust details: brand and whether the catalytic converter is stock, sports cat, or decat?
Milltek cat-back, original cat retained.
Suspension details: brand, drop (mm), and is it on springs or coilovers?
Eibach Pro‑Kit springs, about 25mm drop.
Any extra security—factory alarm/immobiliser, tracker, steering lock, or dashcam?
Factory alarm/immobiliser, Stoplock Pro steering lock, and front/rear dashcam. No tracker.
Perfect, thanks. I’m passing your details to our modified-vehicle specialist now. Here’s the summary:
- Name: James Whitaker, DOB: 14/06/1992
- Address: 23 Oakfield Close, Sheffield S10 3AB
- Occupation: Software engineer; Licence: 9 years; Conviction: SP30 (3pts, 2023)
- Vehicle: 2018 Volkswagen Golf GTI Performance, Reg: AB18 GTI
- Overnight: Locked garage, CCTV
- Use: SD&P; Track days: 1–2/yr (non-competitive)
- Mods: Revo Stage 1 (295bhp, non-switchable); Milltek cat-back (OE cat); Eibach Pro‑Kit springs (~25mm)
- Security: Factory alarm/immobiliser, Stoplock Pro, dashcam
They’ll message you shortly on WhatsApp with tailored options.
5. User needs mixed-use car insurance; bot collects details, confirms Class 1 business use, and schedules an advisor call with required documents.
Hi, I run a small business and need car insurance for social, commuting and occasional client visits. Can you help?
Absolutely—happy to help. To start your quote, what’s your full name please?
Samir Patel.
Thanks, Samir. What’s your date of birth? (DD/MM/YYYY)
14/05/1989.
Great. What’s your full address, including postcode?
Flat 2, 17 Oakfield Road, Bristol BS8 2AB.
And your occupation? A couple of words is fine.
Owner of a mobile coffee catering business.
How long have you held a full UK licence?
11 years.
Any motoring or criminal convictions in the last 5 years?
No.
What’s the car’s make and model?
BMW 3 Series 320d.
Year of manufacture?
2018.
What’s the registration number?
LC18 ABC.
Where will it be parked overnight?
On my driveway.
What will you use the car for?
Social, commuting, and occasional business meetings.
Roughly how often are those business visits per month, and do you carry goods or make deliveries?
About 2–3 times a month. No deliveries—just laptop and brochures.
Perfect—that’s Class 1 business use (SD&P + commuting + occasional client visits). Your policy must include this. Any modifications or extra security like tracker/immobiliser?
No mods. Factory alarm only.
All set. I can book a human advisor to finalise pricing and documents. Slots: today 16:30 or tomorrow 10:00. Which suits? Please have V5C, NCD proof, and your DVLA licence check code.
Tomorrow 10:00 works.
Booked for 10:00 tomorrow. What’s the best number for the call?
07400 123456.
