Línea Directa Aseguradora has begun to manage services through an Artificial Intelligence conversational agent through the telephone channel. Thanks to the combination of this technology and the attention of its teams of professionals, the company seeks to offer its more than 3.8 million customers an increasingly agile and higher quality experience.
The entity has already deployed this conversational AI assistant in roadside assistance to its car and motorcycle policyholders. Currently, this assistant manages more than 6,000 tow truck requests per month, which represents 70,000 services, almost 30% of the requests for this service via telephone and 10% of the total, including those already managed through the App and the Línea Directa website. In this sense, almost 8 out of 10 are processed through all digital channels, including this conversational AI assistant, the mobile application and the web.
Improve communication channels
With the incorporation of AI in voice, Línea Directa further streamlines the provision of one of the most requested services, offering a response without waiting and available 24/7. In fact, 92% of customers rate the service through this new channel very positively.
The insured, who is informed from the beginning of the conversation that they are being assisted by an AI assistant, can carry out the complete management through this channel. If necessary, you will be assisted by a Línea Directa professional, who will have already received all the information previously collected by the AI, thus guaranteeing continuity and agility in care.
With this initiative, Línea Directa expands its capabilities to serve policyholders and reinforces current digital channels at a time of strong business growth. In this regard, the company plans to progressively extend conversational AI to other processes.
Conversational AI, a natural evolution
In the words of Marián Gómez, Director of Transformation at Línea Directa Aseguradora, “our priority is to constantly improve the experience of our policyholders, making available to them all the possibilities that technology offers at all times. After several years incorporating AI into our processes and digital channels, its extension to our telephone channel allows us to move towards a more complete, agile and higher quality service model. The objective is to provide the best solutions thanks to the combination of technological innovation and professional support.”
In recent years, the company has been adding AI to its digital channels for procedures related to contracted policies, the opening of parts or consulting their status. This technological commitment was reinforced with the launch, last April, of the new App and the new Customer Area of the Línea Directa website, which allow all insurance procedures to be carried out at any time easily and quickly.
Immediacy in transactions with AI
It is worth highlighting the chat that, supported by the immediacy of AI and the experience of the company’s managers, accompanies customers at all times, allows them to resolve doubts and carry out procedures such as reporting claims in real time. Through this chat, 7 out of every 10 queries made by policyholders are already answered automatically and satisfactorily.
The maturity achieved by Línea Directa’s digital channels has translated into growing adoption by policyholders
The maturity achieved by Línea Directa’s digital channels has translated into growing adoption by policyholders. During the first six months of 2026 alone, the company registered 15.6 million accesses to its digital assets, 14.1% more than in the same period of the previous year. Likewise, 92% of its clients already use digital channels to interact with the entity and 100% digital sales currently represent 12.5% of new policies marketed.
This combination of technological innovation and the highest digital security standards by Línea Directa Aseguradora have been recognized with the Madrid Excellent Lugar Ciberseguro certification in 2026.
