Buying car insurance shouldn’t take more than a WhatsApp message.
A WhatsApp-first OCTA insurance platform for ABC Polise — built on .NET 9, Svelte, Smart-ID, and eParaksts.
The challenge
Latvian drivers buy OCTA insurance every 1–12 months. It is important, but most customers do not want to think about it for long. ABC Polise needed a faster channel: one that lets customers ask questions, compare prices, verify identity, pay, receive the policy and come back later for renewals without learning a new system.
What customers can do
Buy where customers already talk
The insurance journey starts inside WhatsApp, so customers do not need to install another app or search for a portal.
Compare options quickly
Customers see available OCTA offers and can choose the right period and price without checking multiple sites.
Identify without paperwork
Smart-ID and eParaksts make the verified step familiar, fast, and trusted.
Keep purchase history in chat
The customer can return to the same thread later to find policy messages, payment links and renewal context.
Reminders before expiry
Renewal reminders bring the customer back before the policy expires, reducing missed renewals.
Pay and receive the policy
After payment, the customer receives the policy PDF back in the same flow.
Three languages
LV, RU and EN are supported so more customers can complete the journey without operator help.
Helpful OCTA answers
A guarded assistant answers OCTA-related questions and keeps the customer moving.
Operator handoff when needed
When the bot cannot complete the request, the conversation can escalate instead of leaving the customer stuck.
Why WhatsApp works for insurance
A channel customers already use
The product meets people in WhatsApp, where questions, reminders and documents feel natural.
Faster purchase decisions
Identity, vehicle data, quotes, payment and policy delivery stay in one guided flow.
Policy context stays available
Customers can come back to the same thread to find previous messages, documents and renewal prompts.
Built-in retention loop
Reminder opt-in turns a one-time purchase into a reusable renewal channel.
Ask in chat
The customer starts with a simple message instead of a portal search.
Compare and decide
Quotes, period choices and customer questions are handled in one guided journey.
Pay and keep history
Payment, policy delivery and renewal reminders stay in the same familiar thread.
What stays behind the scenes
The customer sees a simple chat experience. Behind it, the platform handles identity, quote comparison, reminders, controlled AI support and reliable operations without exposing unnecessary complexity.
Conversational journey
WhatsApp guides the customer from question to quote, payment and policy delivery.
Verified customer actions
Identity checks are handled through trusted local e-ID providers before sensitive steps.
Quote and payment flow
The system compares insurer offers, presents choices and returns the policy after payment.
Retention automation
Renewal reminders bring customers back at the right moment without manual follow-up.
Secure operations
Sensitive credentials, provider access and customer data are managed outside public code.
Controlled AI support
AI is used only for focused OCTA assistance, with guardrails around what it can answer.
What we achieved
A full OCTA purchase in under a minute
From the first WhatsApp message to a paid policy in the customer’s pocket, with no context switching.
Bank-grade identity, in two taps
Smart-ID and eParaksts replace forms, PINs and callback-heavy verification.
One quote, eight insurers
BALCIA, BALTA, BAN, BTA, COMPENSA, GJENSIDIGE, IF and ERGO are compared in one flow.
Renewals on autopilot
Customers opt in once and get re-engaged automatically before expiry.
Three languages, one experience
LV, RU and EN are first-class across the bot, web app and customer messages.
Zero secrets in code
External credentials live outside the repo and deploy through an auditable pipeline.
How we improved the process
Security & compliance
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