Trends
< Back to the blog
Over the past few years, policyholders' expectations have shifted. They now look for faster answers, round-the-clock access to services, and more personalized support. To keep up, insurers need to rethink how they engage with their customers.
Bringing in an AI agent helps meet these expectations by offering 24/7 responses and adapting conversations to each situation. It makes every customer feel truly heard, understood, and supported.
An AI agent (or AI chatbot) in the insurance sector is an automated assistant that uses artificial intelligence to interact with policyholders across digital channels such as websites, mobile apps, and social media. Its main role is to handle, direct, or resolve customer requests instantly and autonomously, while integrating with the insurer’s internal systems.
Unlike basic chatbots with predefined options, the AI agent relies on advanced natural language processing (NLP) and intent recognition technologies to understand questions, even when phrased imperfectly or in complex terms. It can answer FAQs, initiate a claim process, or route the user to the right contact.
By drawing on the insurer’s databases, including CRM, policy records, and claims history, it personalizes responses and delivers a seamless, consistent experience tailored to the customer’s profile. It also acts as a valuable support tool for customer service teams, helping them work more efficiently while providing policyholders with faster, more available, and simpler service every day.
A KPMG study shows that nearly 3/4 of industry leaders see artificial intelligence as a key driver for modernizing customer support, making it smarter, faster, and above all, more aligned with the real needs of today’s policyholders.
An AI agent in insurance does much more than just answering basic questions. Today, it offers a wide range of features designed to simplify life for both policyholders and customer service teams:
An AI agent is available 24/7 and can automatically handle common requests such as claim tracking, updating personal information, or assisting with filing a claim. By managing these simple tasks instantly, it frees up human teams from repetitive, low-value work, shortens response times, and improves the overall customer experience.
This round-the-clock availability is especially valuable during peak periods, for example, after a natural disaster or a technical outage, when customer service centers quickly become overwhelmed. In these critical moments, the AI agent steps in, absorbs the surge in demand, streamlines the customer journey, and ensures uninterrupted service. It provides immediate support while maintaining the quality and consistency of responses.
An AI conversational agent doesn’t just respond, it also sorts, categorizes, and routes requests based on their nature: urgent, complex, or simple. Thanks to advanced intent recognition and real-time processing, it automatically directs sensitive cases to the appropriate teams, reducing misrouting, response delays, and friction along the customer journey. Far from replacing human advisors, the AI agent supports them daily to ensure smoother, more accurate, and better-prioritized service.
Available across all the channels used by policyholders (website, mobile app, social media, and messaging platforms), the AI agent ensures seamless, consistent support. This omnichannel presence strengthens the coherence of the customer experience and boosts internal team efficiency, while reducing the workload on contact centers. As a result, the service becomes faster, more relevant, and truly aligned with customer expectations.
Once connected to business tools (CRM, website back office, contract databases…), the AI customer service agent accesses each policyholder’s history to tailor its responses based on their individual profile. It draws on past interactions to adjust its tone, content, and suggestions, creating a truly customized exchange.
Beyond this personalization, the AI agent can instantly analyze insurance policies. This ability to interpret contract data helps eliminate ambiguity, improves the reliability of responses, and ensures clear guidance, even in complex or sensitive situations.
The result is a smoother, more human-like service, fully adapted to each customer’s circumstances. This approach builds trust and significantly improves customer satisfaction.
For instance, if a policyholder recently filed a claim or updated their contract, the AI agent will immediately take that into account and suggest the most relevant next steps. It can also confirm within seconds whether an event is covered, removing any uncertainty and reducing the need for repeated calls to customer service.
Automating part of customer interactions primarily means freeing up time for customer service advisors, who are often overwhelmed with simple, repetitive requests. With an AI agent handling these routine tasks automatically, human teams can focus on more sensitive cases, where empathy, listening skills, and expertise truly make a difference.
By filtering and instantly resolving a large portion of standard inquiries, the AI agent helps reduce pressure on communication channels and delivers a smoother service experience. Advisors become more available and focused, allowing them to spend more time on high-value interactions.
For insurers, this new way of working allows for better resource allocation, avoids costly temporary hires, and maintains a consistent level of service, even during peak periods. It’s a sustainable solution to boost operational performance without compromising the customer experience.
AI agents are designed to ensure secure interactions, a critical requirement in a sensitive industry like insurance. They come equipped with advanced protection mechanisms such as strong authentication, end-to-end data encryption, and GDPR-compliant data handling. Every exchange is secured, regardless of the channel used or the nature of the data shared.
But security goes beyond technical safeguards. These conversational agents operate within a strict governance framework, where every action is logged, access is based on clearly defined rights, and regulatory updates are quickly implemented. This structured approach builds trust among policyholders and allows insurers to operate in a compliant, controlled, and stable environment.
Today, trust in AI is just as important as performance. In insurance, where decisions can directly affect people’s lives, it’s essential that systems are transparent, explainable, and supervised at all times. This is the principle behind what’s called trustworthy AI, combining security, responsibility, and quality.
Among the emerging tools, the use of "LLMs-as-a-Judge", large language models used to evaluate the relevance, consistency, and fairness of generated responses, is gaining ground. These intelligent auditors help detect bias, correct inconsistencies, and ensure a high, consistent standard for customer interactions.
This level of oversight helps prevent missteps and ensures fair, reliable decisions. By adopting trustworthy AI, insurers reinforce their credibility, reassure customers, and meet the growing expectations of regulators and institutions.
As AI agents gradually become part of insurers’ business processes, the focus is no longer just on technical performance, but on building a lasting climate of trust. It's no longer just about responding quickly, but responding accurately, ensuring every interaction is handled with transparency, ethics, and contextual awareness. The goal is no longer to pit AI against human advisors, but to create real synergy, where every interaction, whether automated or not, remains clear, helpful, and respectful of the customer.
Tomorrow’s insurance will be more predictive, more proactive, but also more responsible. By laying a strong foundation today, based on user experience, data protection, continuous oversight, and transparency, insurers can turn AI into a true driver of transformation, serving a model that is both more human and more trustworthy.
