Insurers have moved past early hesitation and are now using artificial intelligence to support customers, assess risk, and ease internal workloads, according to Best’s Review. Beinsure reviewed the findings and flagged a clear shift. AI no longer sits on the edge of insurance operations. It’s inside them.
Carriers are widening AI use across underwriting, claims, distribution, and service as confidence in speed and accuracy improves. What once felt experimental now reads as practical.
For teams, AI functions as capacity support rather than replacement, cutting routine work as development accelerates.
Edin Imsirovic, director at AM Best, said during the firm’s Europe Insurance Market & Methodology Briefings in London that AI development is advancing quickly and becoming easier to deploy. Accessibility matters as much as sophistication, and both are improving at the same time.
Regulatory uncertainty still hangs over implementation, yet several insurers and brokers already run AI in live production. Adoption moved faster than policy in many cases.
- Commercial broker Flow Specialty rolled out a network of AI agents that passed industry certification exams and operate as advanced support tools.
- Liberty Mutual built an AI-driven platform that gives homeowners weather preparedness guidance using property-level risk and location data.
- Zurich North America recently appointed a chief data officer to oversee AI adoption across internal systems, a signal that AI strategy now sits at the executive level.
Somesh Mukherjee, vice president at ACORD Solutions Group, said improvements in cost efficiency, inference quality, and security standards pushed generative AI deeper into insurance workflows. As technical guardrails matured, use cases multiplied.
Cyber-focused insurtech Coalition uses AI to streamline underwriting by processing large data volumes quickly. The system frees underwriters, claims staff, and service teams to focus on work that requires judgment rather than repetition.
Coalition Chief Revenue Officer Shawn Ram said AI allows staff to move away from mechanical tasks and spend more time on analytical and creative work that drives new ideas. That shift shows up in output, not headcount.
One of the fastest-growing applications involves AI agents built to support brokers. Flow Specialty said its platformless AI model removes meaningful work from brokers’ daily load without cutting humans out of decisions.
The AI agents train on insurance materials such as policy specimens, quotes, and carrier risk preferences, along with transaction data and ongoing communication, according to Beinsure report.
The models cross-reference information, learn from broker interaction, and adapt over time. Tasks include matching risk appetite, building quote comparisons, and assembling review documents.
Human brokers stay involved. They review, revise, and approve outputs before anything reaches a client. Automation stops short of authority.
Flow said the technology focuses on small and mid-sized businesses, a segment often ignored in favor of large accounts with higher commissions. AI changes the economics there.
The firm built the system using agentic AI, a class of software that combines large language models, machine learning, and natural language processing to act independently.
These systems make decisions, execute tasks, and improve through interaction, according to IBM and Salesforce descriptions.
Kristen Bessette, recently hired as chief data officer at Zurich North America, described agentic AI as similar to giving every employee an intern.
Users can query data naturally, asking questions as they review information instead of running formal reports. It’s less about commands. More about conversation.
According to Beinsure analysts, that shift in how people interact with data may matter as much as the technology itself. AI adoption in insurance looks less like a leap and more like a steady walk forward.
