The landscape of insurance is shifting rapidly. Agentic AI — autonomous, self-directed artificial intelligence capable of proactive decision-making — is already changing the dynamics of claims, underwriting, customer experience, and operational resilience. For insurers seeking to thrive in an increasingly digital economy, the time to act is now.
Moving Beyond Automation
Over the past decade, insurers have invested heavily in automation to enhance operational efficiency. Yet automation, while valuable, merely digitises existing processes. Agentic AI represents a greater opportunity: the creation of systems that not only react but also anticipate, decide, and act independently.
Claims, for example, can now be assessed and settled within minutes. Lemonade, the US-based insurtech company, has demonstrated this through its AI claims bot, which handles a significant percentage of claims without human intervention. Similarly, AXA has publicly discussed its work on real-time underwriting platforms designed to dynamically adjust pricing based on customer data and behaviour.
This is not a vision of the future; it is happening now.
Three Strategic Imperatives for Insurers
- Reinventing Customer Relationships
Customers today expect intelligent, proactive service. With Agentic AI, insurers can offer dynamic pricing, immediate support, and preventative advice — transforming insurance from a passive service into a proactive partnership. - Transforming Underwriting and Risk Management
Traditional underwriting relies on historical models. Agentic AI can ingest real-time information from connected devices, environmental data sources, and even behavioural indicators to create dynamic, evolving risk profiles. Companies like Swiss Re are investing in technology platforms that aim to manage client risks more actively, not simply indemnify them after an event. - Building Operational Resilience
In today’s unpredictable environment, static operational models are increasingly fragile. Agentic AI allows for real-time reconfiguration of resources, decision-making under pressure, and continued service during surges, regulatory changes, or catastrophic events.
Industry Momentum: Learning from the Early Movers
The early adopters are already showing results:
- Lemonade has publicly stated that its AI handles simple claims with minimal human involvement, sometimes settling within minutes.
- Zurich Insurance has implemented AI-based claims systems that have reportedly helped reduce claims processing time across certain markets.
- Allianz continues to invest heavily in customer experience transformation, with AI and automation playing a key role in its broader strategy to personalise insurance products and services.
These are not pilots. They are now integral to business strategies.
Why Investment is Urgent
Agentic AI is not a technology project. It is a strategic reinvention lever. It touches product innovation, operational structure, customer loyalty, and even brand relevance.
Delay risks insurers becoming “invisible” in a future dominated by ecosystems and embedded insurance models where real-time engagement is a baseline expectation.
A Defining Moment for the Industry
Agentic AI is set to define the next generation of industry leaders. It allows insurers not only to cover risk, but to actively shape and manage it.
The choice is stark: to lead and set new expectations, or to be led by the technological disruptions already underway.
The future of insurance is not merely faster or cheaper — it is smarter.
And those who embrace Agentic AI today will be the ones who thrive tomorrow.
thoughts & threads 
Leave a comment