MOBILUS Enhances SBI Pet Insurance's LINE Services for Customers

MOBILUS Supports SBI Pet Insurance's Enhanced Services

MOBILUS, a company specializing in customer experience (CX) solutions for contact centers based in Minato, Tokyo, has stepped in to assist SBI Pet Short-Term Insurance Company in expanding its services through its official LINE account. Now, from September 1, 2025, policyholders will be able to manage their contracts, update their addresses, and modify their payment methods via a chatbot named MOBI BOT. This advancement significantly enhances the existing service of submitting claims through LINE by broadening the capabilities to include additional processing requests directly from smartphones.

Background

SBI Pet Short-Term Insurance is a leader in pet insurance, covering medical expenses incurred due to illnesses or injuries requiring veterinary care. Previously, while they offered a claims submission service through their LINE account, there was an increasing demand from policyholders for additional features. Feedback indicated that customers wanted to manage their policy inquiries and make updates directly via LINE, pushing SBI Pet Short-Term toward more extensive functionality in their digital services. Addressing these requests is part of the company’s initiative to improve customer convenience.

Overview of the Implementation

Using the MOBI BOT, each request for address changes, payment updates, and other directives can be processed automatically through the LINE account interface. Policyholders will only need to follow the chatbot's guidance, entering essential information like contract numbers and personal identification directly into LINE to complete their requested actions. This shift to automated functionality not only makes the process simpler but also aims to significantly elevate the customer experience.

Newly Available Services

- Contract inquiries
- Name changes for policyholders and insured pets
- Address and contact information updates for policyholders
- Modifications to payment methods (including changing credit card details)

Note: For changes to bank debit accounts, users will be directed to a dedicated website.

Workflow for Utilizing this Service

1. Policyholders select their desired operation from the menu on the LINE account screen.
2. Following the chatbot prompts, they will input necessary information, such as their contract number and identification details, to finish the process.

Looking forward, MOBILUS aims to continue supporting SBI Pet Short-Term in their mission to foster healthy, fulfilling lives for policyholders and their pets. The enhancement of these services through solutions like MOBI BOT directly aligns with their commitment to delivering exceptional customer experiences (CX).

About MOBI BOT

The MOBI BOT operates through the LINE official account, offering an automated approach to handle common inquiries, changes in customer information, and updates on payment methods. The system can seamlessly escalate more complex queries to a human agent through the MOBI AGENT feature, fostering an exceptional and convenient experience for users. Common scenarios are consistently managed across both web and LINE channels, leading to a significant reduction in operational and management costs.
Please note that the use of MOBI BOT requires a contract with MOBI AGENT.
You can find more about the service at MOBILUS Service Page.

About SBI Pet Short-Term Insurance

SBI Pet Short-Term Insurance is a subsidiary of SBI Insurance Group, which is publicly traded on the Tokyo Growth Market. Their business model is centered on offering affordable and straightforward coverage to assist pet owners in times of need, in addition to their unwavering commitment to initiatives aimed at zero euthanasia and overall welfare for animals.

- Company Name: SBI Pet Short-Term Insurance
- CEO: Waka Ito
- Address: 2-8-6 Nishishinbashi, Minato, Tokyo
- Established: April 1, 2016
- Business Focus: Short-term insurance
- Official Website

About MOBILUS

MOBILUS focuses on anticipating client and customer challenges and crafting CX branding strategies that better overall corporate value and financial performance. Their portfolio includes the operation support-generated AI service MooA® and various SaaS solutions to promote non-voice customer communication. With over 500 implementations under their belt, MOBILUS has achieved the number one market share in the chatbot sector for seven consecutive years. Their mission, “One step ahead in CX for all businesses,” drives their ongoing work to enhance corporate CX through technological advancements. For research and developmental initiatives, they operate the CX-Branding Tech. Lab.