Artificial intelligence processes 12% of the claims under Casco+ insurance of DZI

UBB’s digital assistant – Kate – reaches now 71% autonomy in 2025. For comparison, upon her launching in operation in Bulgaria 3 years ago, she could resolve independently 54% of the issues raised. This became clear during the second discussion panel of the Open Demo Day, held on 23.07.2025 in the UBB Millennium Center building. The panel discussion topic was „How does the AI change the customer paradigm in the bank-insurance model of KBC Group?“, and it involved Kosta Cholakov, Chief Executive Officer of DZI, Elena Nasalevska, General Manager Digital Channels and Kate at UBB, Barack Gazit, Vice President Operations at Click-Ins, and Mario Pankov, Chief Sales Support Expert at UBB Asset Management.

Since the beginning of 2025 the Bank’s smart assistant has been contacted by 762 573 customers, as held conversations with them are nearly 2.2 million. This means 4.5 more customers and 6.5 times more conversations, as compared to the first year of Kate’s functioning, being a clear indication that customers are resorting to the help of our digital assistant more and more frequently. Kate is available for UBB customers 24/7 and upon servicing them she performs the functions of 25 employees. Artificial intelligence is also an excellent seller, having sold 50 000 vignettes since the beginning of the year. This was shared by Elena Nasalevska, General Manager Digital Channels and Kate at UBB. Kosta Cholakov, Chief Executive Officer of DZI, supported the statements, and he nominated Kate as one of the best sellers of insurance policies. Definitely, the largest number of Travel Abroad Assistance insurance policies for the past year was sold by Kate in particular, while 56% of total insurance sales at UBB happened in a fully digital way through UBB Mobile.

Artificial intelligence is gaining ground ever more successfully in the insurance domain, as only for the first quarter of 2025 60% of the Casco+ claims have been filed in a digital way, and 12% have been processed with the help of AI, clarified further on Kosta Cholakov in his speech. The ambitious goal of the insurer is to have the percentage of AI-processed claims reaching 28% by the end of 2025. This service saves customers from 24 up to 48 hours. According to the Chief Executive Officer of DZI digitalization and the role of artificial intelligence in the insurance business would continue growing, and he proudly stated that DZI was a pioneer in this domain in Bulgaria.

Within the panel there was also a presentation of results about the investment product InResto, launched by UBB at the end of last year. It enables customers to turn their spare change into an investment in an easy and convenient way in UBB Mobile. Over a period of nearly seven months from launching the product it has been activated by nearly 21 000 customers, with the most impressive thing being that for 80% of those this is the first investment product ever used by them. The mobile banking functionality UBB Mobile also offers the traditional Systematic Investment Plan, through which one could set aside a sum for investment purposes. An impressive 92% of the sales of both products is being realized through the mobile banking functionality, and only the remaining 8% – through a request at a branch of the Bank.

Mario Pankov from UBB Asset Management talked about the first AI-managed mutual fund in Bulgaria, based on human-machine partnership. This type of fund is gaining more and more popularity among UBB customers. There are already 597 customers in Bulgaria who have entrusted part of their funds to an AI strategy, as since the launch of the offering in 2021 until now they have invested a total of EUR 23.3 million in the AI-managed fund of UBB Asset Management.

Open Demo Day is a new corporate event format for presenting digital innovations before the general public, which UBB and DZI are going to organize each year.