Artificial Intelligence for Insurers

Moving away from pilot projects towards real business impact across the value chain

Why is AI crucial for insurers right now?

Artificial intelligence is transforming the insurance business – from product development and underwriting through to sales and marketing, claims, benefits and customer service. The key now is to turn numerous ideas and pilot projects into scalable AI solutions that deliver measurable added value, integrate into existing systems and can be operated in compliance with regulations.

From agents to AI branding – key AI building blocks for insurance companies

For insurers, it is not about ‘the one AI’, but rather a coordinated interplay of several building blocks. Here are some key examples:

  • Agentic Automation – autonomous AI agents that independently prepare or execute tasks in the back office, sales and service (e.g. pre-qualification of enquiries, preparation of quotation proposals, support in claims processing).
  • Conversational AI – intelligent chat and voice solutions for prospects, customers and sales partners (self-service, digital assistants, co-pilots in the service centre).
  • AI Strategy – a clear AI strategy with a vision, governance, use-case prioritisation and roadmap, aligned with business and sales objectives.
  • AI Branding – AI-supported brand management that ensures the brand’s tone and image remain consistent across all channels.
  • AI support in sales & customer service – systems that empower employees (next-best action/offer, intelligent routing mechanisms, analysis of customer feedback, real-time co-pilots).

For us, these topics are not isolated technologies, but building blocks for customer-centric, efficient and future-proof insurance processes.

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What challenges does the insurance industry face when using AI?

  • Many ideas, little scaling

    Numerous pilot projects involving chatbots, GenAI assistants or automation solutions already exist – but the transition from individual initiatives to company-wide adoption is often slow.

  • Complex IT and data landscapes

    Legacy systems, fragmented data sources and a lack of interfaces make it difficult to introduce end-to-end AI solutions – particularly at customer touchpoints.

  • Regulatory requirements & governance

    Data protection, IT security, the traceability of decisions and dealing with new regulations require clear guidelines for the use of AI.

  • Skills shortages & pressure to change

    At the same time, pressure is mounting on sales, service and specialist departments: more business, higher service expectations, but fewer available resources and less expertise.

AI solutions by adesso

End-to-end support with a clear focus on insurance

adesso is your partner for the effective use of AI in the insurance industry – strategically, technologically and in implementation:

  • Strategic partner: We work with you to develop roadmaps and AI strategies aligned with your business and sales objectives, define governance structures and embed AI within your organisation and processes.
  • Technology and implementation partner: We design and implement concrete solutions based on AI technologies and building blocks – from agentic automation and conversational AI to AI branding – and integrate these into your existing system and data landscape (e.g. into CRM, legacy systems, campaign and service platforms).
  • Operations & Scaling Partner: We take charge of the operation, monitoring and further development of your AI solutions, ensuring that successful use cases can be scaled and continuously optimised.
Benefits for insurers:
  • Efficiency gains through the automation of repetitive tasks and AI-powered assistance systems in sales and service
  • Increased revenue through better lead quality, personalised engagement and next-best-action/offer mechanisms
  • Improved customer experience thanks to faster response times, consistent communication and tailored offers
  • Secure AI deployment through clear governance, compliance with regulatory requirements and transparent decision-making processes

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A case study from the insurance industry

A motor and home insurer wanted to modernise its customer service in the retail business whilst reducing the workload on its back-office staff. Together, we identified and implemented three key strategies:

  • Conversational AI

    An AI-powered chat and voice assistant answers standard enquiries (e.g. address changes, claims status, document requests) around the clock and forwards more complex cases to the appropriate staff members.

  • Agentic Automation

    AI agents read incoming emails and documents, automatically identify issues, create cases in the specialist systems and feed structured information to the relevant staff.

  • AI co-pilot for customer service

    A copilot supports service staff during phone calls by collating customer information, suggesting the next logical steps and automatically generating call notes.

Result: Significantly shorter processing times, a higher first-call resolution rate in customer service, a noticeable reduction in the workload on teams, and measurable improvements in customer satisfaction and availability.

Our involvement in the V.E.R.S. AI network

In addition to specific AI projects with insurers, we actively drive forward professional exchange within the industry. In the V.E.R.S. AI network, we contribute our expertise on various AI topics – as a partner for the ‘Sales, Marketing & Service’ focus area. Within this framework, we discuss the following with insurers, amongst other things:

  • Use cases for agent automation and conversational AI in sales and service contexts,
  • Strategic issues relating to AI strategy and governance, and
  • Opportunities for AI branding to ensure consistent, scalable brand management.

This involvement complements our broad AI portfolio for insurers, which extends far beyond sales, marketing and service.

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What adesso offers insurers – an overview of our AI portfolio

Your benefits: You benefit from a partner that combines insurance know-how, AI expertise and strong implementation capabilities – and one that doesn’t stop at concepts, but makes solutions productive and supports them in the long term.

Foresight & strategy development

  • Analysis of market and technology trends
  • Definition of an AI vision for the company
  • Development of AI strategies for selected areas (e.g. sales & service, claims, underwriting)

Management and IT consultancy

  • Identification and prioritisation of relevant use cases
  • Business value assessments and feasibility analyses
  • Design of data and architecture models for AI

Implementation & integration

  • Design and development of solutions in the areas of agentic automation, conversational AI, AI branding and analytics
  • Integration into existing system landscapes (CRM, inventory management, portals, campaign and service platforms)
  • Use of proven platforms and cloud technologies

Operation & scaling

  • Establishment of operational and monitoring structures
  • Quality assurance, governance and compliance
  • Scaling successful use cases to other areas and companies

Our offering

To deliberately keep the barrier to entry low, we adopt a pragmatic, step-by-step approach:

  • A concise quick check (remote or on-site) for decision-makers:

    • Analysis of your current AI maturity in selected areas (e.g. sales, marketing, service, claims, underwriting)
    • Overview of relevant data sources, systems and ongoing initiatives
    • Compilation of key pain points and ideas from business units and IT

    Your result: A clear, concise assessment of your current position, highlighting the key areas for action and initial quick wins.

  • Whether it’s a focus workshop on a specific AI topic or an Interaction Room – a tried-and-tested workshop format for structuring more complex projects – together we’ll define the next steps:

    • Selection and prioritisation of specific use cases (e.g. agentic automation, conversational AI, AI co-pilots, AI branding)
    • Assessment of business impact, feasibility and time-to-value
    • High-level concept and roadmap for 6 to 12 months

    Your outcome: A prioritised list of use cases with a rough business case assessment, as well as a coordinated roadmap supported by both business departments and IT.

  • On this basis, we support you:

    • in the design and implementation of pilot projects,
    • with integration into your existing system and process landscape, and
    • in establishing operational, monitoring and governance structures.

    The result: productive, scalable AI solutions that boost efficiency, enhance sales performance and service quality, and fit seamlessly into your overall strategy, rather than remaining isolated, stand-alone solutions.

Any questions?

I look forward to speaking with you.