What can AI do for insurers and brokers?
At an insurer or insurance broker, AI takes over the recurring reading, writing and lookup work: taking in claims, answering questions about policy terms, preparing policy changes and recording conversations. Decisions on coverage, acceptance and payout stay with your employees.
Much of the work in this industry follows a fixed pattern. The same questions about coverage, the same steps for a claim, the same checks for a change. The answers are in the policy terms and in your administration.
There are two ways to handle that work with AI. Your employees use an AI assistant such as ChatGPT or Claude themselves for letters and summaries. Or you have an AI agent set up: a digital worker that is connected to your systems and handles customer questions on its own. What that is, is explained in what is an AI agent.
Which tasks does an AI agent take over in insurance?
An AI agent takes over four kinds of tasks: claims intake, questions about policy terms, policy changes and recording customer contact.
Taking in claims
A customer reports a claim via WhatsApp, email or a form. The agent asks about the type of damage, the date and the circumstances, and requests photos and documents. It retrieves the policy and prepares a complete file for the claims handler.
Needed: the customer's policy data and your intake questions per type of damage. Human check: the claims handler assesses coverage and decides on the payout. The agent supplies the file.
Answering questions about policy terms
"Is water damage covered?" "What is my deductible?" The agent looks up the answer in the terms that belong to that customer's policy and names the clause it comes from. That way the customer can read it for themselves.
Needed: the current policy terms per product and the customer's policy. Human check: questions the terms do not answer unambiguously go to an employee. Spot-check part of the answers.
More about this use case is in AI agent for customer service.
Preparing policy changes
A change of address, a different licence plate or a new family member: the agent collects the data from the customer, checks whether everything is complete and prepares the change in the format you use.
Needed: the fields you ask for per type of change. Human check: an employee carries out the change or approves it.
Recording customer contact
For each conversation the agent records which information the customer received, which terms were pointed out and which channel was used. From a phone call or meeting it produces a draft report that the adviser reviews.
Needed: your own format for file notes. Human check: the adviser remains responsible for the file and approves the report.
What can you do yourself today with ChatGPT or Claude?
With a ChatGPT or Claude subscription you can do four tasks faster yourself today, without integrations:
- Draft customer letters and emails based on your own notes
- Summarize policy terms in plain language for internal use
- Put the terms of two products side by side in a table
- Turn a meeting into a report with the agreements made
Remove personal data before you enter text, unless you use a business account with a data processing agreement. Check every summary against the source text: a language model can leave out an exclusion or copy an amount incorrectly. What is a prompt explains how to write a good instruction.
Which rules apply to AI in insurance?
Four frameworks apply to AI in the Dutch insurance industry: the GDPR, the Dutch Financial Supervision Act (Wft), the EU AI Act and supervision by the AFM and DNB. This describes what those rules ask for, as of October 2026. Put your own situation to your compliance officer or a lawyer.
GDPR. Policy and claims data is personal data. Personal injury claims and health, life and disability insurance also involve health data, which is subject to stricter rules. Sign a data processing agreement with every AI supplier and give the agent access only to what it needs for the task. Read more in using AI in a GDPR-proof way.
Automated decisions. As a main rule, Article 22 of the GDPR prohibits decisions with legal or similarly far-reaching effects that are made in a fully automated way. Rejecting an application or a claim is such a decision. Where the law allows an exception, the customer has the right to human intervention. So have an employee make these decisions.
Informing and advising. The Dutch Authority for the Financial Markets (AFM) distinguishes between informing and advising. A personal recommendation for a specific financial product is advice within the meaning of the Wft. According to the AFM, automated advice must meet the same legal requirements as advice given by a person. Configure the agent to explain what the terms say and to pass requests for a recommendation on to an adviser.
EU AI Act. AI systems for risk assessment and pricing in relation to natural persons in life and health insurance are listed in Annex III as high-risk. Since the amendment of July 2026, those rules apply from 2 December 2027. The transparency rules have applied since 2 August 2026: a customer must know they are communicating with an AI system. The dates and obligations are in the EU AI Act explained.
Supervision. The Dutch central bank (DNB) expects insurers to thoroughly document the choices made around an AI application and to keep monitoring it after deployment (DNB, January 2026).
| Use | Who decides | Watch out for |
|---|---|---|
| Questions about policy terms | The agent informs | State that the customer is communicating with AI |
| Taking in a claim | The claims handler | Health data in injury claims |
| Preparing a policy change | An employee | Only the data needed |
| Product recommendation | The adviser | Advice within the meaning of the Wft |
| Acceptance and premium for life and health | The underwriter | High-risk under the AI Act |
How do you start with AI at an insurance office?
You start with one task where the agent gives information and an employee decides.
Step 1: choose the task. Questions about policy terms or claims intake are suitable starting points, because the answer or the file can be checked.
Step 2: supply the sources. Collect the current policy terms per product and the answers to your most frequently asked questions. The agent answers on the basis of these documents.
Step 3: test with existing questions. Put last month's customer questions to the agent and compare the answers with what your employees answered.
Step 4: start on one channel. Start on your website, for example. Set which topics the agent always passes on to an employee, such as complaints, life insurance and pensions.
Step 5: read along and expand. Review part of the conversations during the first weeks. After that, add a channel or a task.
Frequently asked questions
Is an AI agent allowed to give insurance advice? A personal recommendation for a financial product is advice within the meaning of the Dutch Wft. According to the AFM, automated advice must meet the same legal requirements as advice given by a person. Have an AI agent inform and pass advice questions on to an adviser.
Is AI allowed to reject an insurance claim on its own? As a main rule, Article 22 of the GDPR prohibits fully automated decisions with far-reaching effects on a person. Rejecting a claim is such a decision. Have an employee assess the claim based on the file the agent prepared.
Does AI at insurers fall under the EU AI Act? Yes. AI for risk assessment and pricing in life and health insurance is high-risk; those rules apply from 2 December 2027. Transparency rules have applied since 2 August 2026 to AI that communicates with customers.
Which data does an AI agent need at an insurance office? The current policy terms per product and the policy data of the customer asking the question. Give the agent access only to what it needs for the task and record the arrangements in a data processing agreement.
What does AI cost for an insurer or broker? A 1-on-1 AI training costs from €449 excl. VAT. The implementation of an AI agent starts from €1,495 one-time, on invoice (as of October 2026). Read more about what an AI agent costs.
Using AI in your organization?
Curious what a digital worker can concretely do for insurers? Check our AI agent for insurers or read what an AI agent costs. Rather upskill your team first? Our 1-on-1 AI training covers that. Or book a free intro call.
