Anyone applying for a visa has an appointment and a deadline. If a simple question takes three days to answer, the policy has long since been bought somewhere else.

Schengen health insurance for people who've just arrived

Through axa-health-insurance.com, AXA Partners sells health insurance that meets the requirements for a Schengen visa. The audience comes from abroad: students, skilled workers, family members – people who don't know the German insurance market, often have no German phone number, and are working in their own language and time zone.

Which is exactly why enquiries don't arrive through a contact form, but on the channels that audience already uses: email, WhatsApp and Telegram.

The challenge: three days is an eternity in a visa process

The channels were there. The speed wasn't. A reply on WhatsApp took up to three days, and on Telegram sometimes longer. For an audience working to a deadline, that's the moment the search moves on.

And it's nearly always the same questions at the start: does this policy meet my visa requirements? How long does it run? What does it cost in my case? What do you need from me? Questions that need no advice – just a fast answer.

The solution: automate the routine, prepare the handover

HeroChat works precisely along that dividing line. All three channels arrive in one inbox. The recurring opening questions are answered by the AI immediately – in the language they were asked in, at any hour.

Once it gets specific, the automation stops. Instead of answering on, HeroChat collects what the broker needs for the next step and hands the case over with the full history attached. The broker doesn't start from scratch but from a prepared file – ready to assemble the documents and send the payment link.

Where the line sits

  • Explain cover, term and visa requirements AI
  • Work out the price for this specific case AI
  • Collect the required details and documents AI
  • Handle the language and time zone of the enquiry AI
  • Check and assemble the paperwork Broker
  • Issue the policy and send the payment link Broker

Why this matters most with this audience

Someone in another time zone writes when it suits them, not when somebody in Germany is at their desk. A reply arriving on the third working day meets a person who resolved the question elsewhere days ago. A reply arriving in seconds meets someone still making up their mind.

The real lever isn't staff time

Automation saves handling time, of course. The bigger effect sits earlier: in the enquiries that never became conversations at all, because the answer came too late. In a visa process it isn't the best tariff that wins, but the one that got explained in time.

How it runs day to day

Someone writes on WhatsApp, Telegram or by email. HeroChat answers straight away, clears the standard questions and works through what's needed for a quote. As soon as the case is complete it lands in the broker's inbox – prepared, with the history and in the right language. The broker assembles the paperwork and sends the payment link. Three days of waiting becomes a conversation that doesn't break off.

The previous response time stated here is based on information from external partners.

Are enquiries waiting too long at your company too?

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