Artificial intelligence has been part of the insurance sector for years – the Finance function in many businesses is often the first to automate. But what’s remarkable in the instance of AI is how directly the technology is woven into day-to-day operational work. Not sitting in the background as a niche modelling capability, AI is now used in places where insurers spend most of their time and money: claims handling, underwriting, and running complex programmes.
Industry giants Allianz, Zurich, and Aviva have published evidence in just the last 12 months illustrating their shifts from experimentation stages to production-grade tools that support frontline workers in real workflows.
Simple claims: Fewer admin bottlenecks
Claims operations are a natural proving ground for AI because they comprise of a combination of paperwork and human judgement, and are usually undertaken in an environment of time pressure. Allianz describes its Insurance Copilot as an AI-powered tool that helps claims handlers automate repetitive tasks and pull together relevant information that would otherwise require multiple searches on different systems.
There’s a notable change to the workflows, Allianz outlines. The Copilot starts with data gathering, summarising claim and contract details so a handler can get just the essentials, quickly. The algorithm then performs document analysis, operations that include interpreting agreements and comparing claims against policy details. The tool flags discrepancies and suggests next steps. Once the human operator has taken their decision, the Copilot assists drafts context-aware emails.
This is the kind of daily activity that insurers care about, and by using their AI tools, they get reduced turnaround time, smoother settlements, and less friction for staff and customers. Allianz also frames AI as a way to reduce unnecessary payouts by highlighting important factors adjusters might otherwise miss. That has a clear impact on the company’s overall bottom line.