Deploy ANNA-powered insurance SAMs created in the AIM Agent BuildLab and governed through Enterprise AIM across FNOL, claims, underwriting support, authenticated service, documents and back-office workflows.
Discuss InsuranceStart a live video conversation with ANNA — she can discuss an insurance claim, gather first notification of loss details or help you explore cover. Your browser will ask for microphone access when you begin. This is a demonstration; it does not provide financial advice, confirm cover or lodge a real claim.
Signals, knowledge and decisions move through a controlled journey built around Insurance operations. Each point represents a person, trusted information, a business rule or a connected system contributing current context.
AI assistance and human judgement stay connected as each interaction progresses. Intelligence supports understanding and action while explicit controls preserve confirmation, authority and escalation.
Industry workflows carry their own language, expectations and decision points. AIIT starts with those operating realities, mapping where automation can make access simpler and where specialist judgement, policy checks or sensitive handling must remain central.
For Insurance, the first step is to define the journey in operational terms. AIIT identifies the questions people ask, the information required, the systems involved and the moments where confidence or authority changes. This creates a bounded design that teams can review before automation is introduced.
The experience can then combine Omnichannel FNOL and claims communication, Submission, underwriting and broker assistance, Policy servicing, billing and renewal journeys. Approved knowledge provides grounding, workflow rules preserve required steps, and integration points connect the conversation to current business context. If the request becomes uncertain, sensitive or exceptional, the interaction can pass to a person with the relevant history attached.
Implementation should progress in observable stages. A focused first journey gives stakeholders space to test language, decision boundaries, handovers and operational ownership. Feedback from real use can inform measured refinement without turning the system into an uncontrolled collection of disconnected responses.
The potential value is practical: Capture complete information at first contact; Keep customers and brokers informed across channels; Give insurance professionals approved knowledge and context; Automate repetitive work with human authority preserved. The exact result depends on the organisation, its source information and the process being improved, so AIIT keeps discovery centred on the work itself rather than making assumptions about outcomes.
Operating ownership continues after launch. Source information needs responsible owners, journey changes need review and service teams need a clear way to report unexpected behaviour. These routines help the capability stay connected to current business practice rather than becoming a static layer around a changing process.
AIIT brings operational and technical perspectives into the same conversation. This helps teams evaluate not only whether a journey can be automated, but whether it can be supported, governed and improved with confidence over time.
AIIT connects ANNA to specialised insurance SAMs created in the AIM Agent BuildLab and managed through Enterprise AIM. These Digital Employees work as coordinated claims, policy-service, distribution and operations teams across voice, chat, messaging, authenticated self-service, document intelligence and back-office workflows.
The experience is shaped around the products, authority limits, systems and service obligations of each insurer, intermediary or administrator. Enterprise AIM provides shared analytics, role controls and governance while consequential decisions remain with authorised professionals.
Connect policy, claims, billing and distribution journeys across a governed AI workforce that operates within delegated authority.
Respond to prospects and policyholders promptly, qualify opportunities and give advisers complete context for complex conversations.
Coordinate high-volume intake, evidence, status updates and case routing while preserving each programme’s rules and service standards.
A customer can report storm damage by phone, receive a secure evidence link by SMS and continue through chat without repeating the incident. ANNA maintains the journey context; SAM Digital Employees organise the evidence, prepare the claim and involve a claims professional at the right point.
Customer “There’s water coming through the ceiling after last night’s storm.”
ANNA “I’m sorry you’re dealing with that. First, are you and everyone at the property safe?”
Customer “Yes, we’re safe. I need to know what to do next.”
ANNA “I’ll capture the damage, check the approved emergency guidance and text you a secure link for photos. I can also arrange a claims specialist if anything needs an immediate decision.”
Each AI role receives a defined purpose, access to approved knowledge and systems, explicit action boundaries, and clear handover rules. Together they support customer service and the people making consequential decisions.
A calm first point of contact for first notification of loss, catastrophe demand and routine claim updates.
A Digital Employee supporting adjusters with evidence, appointments, knowledge and after-contact work.
A connected assistant for prospect qualification, broker support and submission preparation.
An always-available service presence for policy, billing and renewal conversations.
Natural inbound and outbound conversations
Web, portal and app assistance
Updates, reminders and secure links
Message and attachment intelligence
SAM Digital Employees can transform unstructured customer contact into an organised, auditable workflow. They complete permitted repetitive actions and pause safely whenever confidence, complexity or authority demands a person.
Read incoming insurance correspondence, identify its purpose, summarise the message and connect attachments to the right case.
Capture structured fields from applications, schedules, loss runs, invoices, reports and supporting evidence for validation.
Use intent, policy context, urgency and institution-defined rules to assign work to the appropriate queue or specialist.
Pause before decisions, payments, cover positions or unusual actions that require delegated human authority.
Request missing information, send reminders and keep customers, brokers, repairers and assessors informed.
Keep approved intake and service journeys running after hours, during holidays and when catastrophe volumes rise.
ANNA and SAM Digital Employees can coordinate the repetitive work surrounding a claim while claims professionals retain judgement, empathy and settlement authority.
Capture first notice of loss or injury through voice and digital channels, verify the policy, structure the event narrative and open a case where authorised.
Provide approved status updates, send notifications and answer common process questions without requiring customers to wait in a queue.
Request documents and images, identify missing items, arrange appointments and keep the evidence trail attached to the claim.
AIIT supports customers, brokers, producers and underwriting teams from first enquiry through information capture and governed referral.
Respond immediately, understand the risk or product need, collect qualifying details and arrange the next conversation.
Classify applications and attachments, extract relevant data and highlight missing, conflicting or out-of-appetite information.
Help customers or brokers complete forms through chat, voice, co-browsing or screen-sharing before handing off with a summary.
One connected assistant can maintain context across policy questions, billing and permitted servicing requests, then bring a person into the same journey when necessary.
Guide suitable renewals, cancellations, certificates, endorsements and information changes through controlled workflows.
Explain approved account information, send payment links and reminders, and identify cases needing specialist support.
Trigger relevant notifications, renewal prompts and outstanding-information reminders across the customer’s preferred channels.
Employees work with one role-aware view of the conversation, relevant documents, approved knowledge and next steps. AI assists during the interaction and prepares the administration afterwards, but the employee remains responsible for the outcome.
Show approved next steps, policy prompts and required language while a human employee is speaking or messaging.
Search product documents, policy wording, procedures, websites and internal knowledge with source-aware answers.
Turn calls and chats into a searchable record while identifying key facts and commitments for review.
Prepare concise interaction notes, outcomes and follow-up tasks for the employee to check before saving.
Support multilingual service across suitable voice and digital journeys while retaining the original interaction.
Escalate from chat into audio, video, co-browsing or screen-sharing when a customer needs hands-on assistance.
Identify missed process steps or mandatory wording and route selected interactions for quality review.
Present controlled options based on the conversation, policy context and the employee’s delegated role.
Rather than adding a disconnected bot to one channel, AIIT brings six operating capabilities together and connects them to the insurer’s approved technology environment.
ANNA manages natural, interruptible conversations across voice, chat, SMS and email.
People receive live knowledge, guidance, summaries, translation and collaboration tools.
SAM Digital Employees coordinate documents, cases, system actions, approvals and follow-up.
Responses are grounded in access-controlled insurance information and approved sources.
Emails, PDFs, forms, spreadsheets and attachments become structured, reviewable case data.
Teams can inspect journey outcomes, handovers, unresolved work and institution-defined quality signals.
Policy administration · Claims management · CRM · Billing and payments · Contact-centre platforms · Document management · Service management · Identity and verification · Analytics and reporting
Insurance automation needs more than fluent conversation. AIIT defines access boundaries, approved knowledge sources, system permissions, evidence records, confidence thresholds and escalation rules for each use case.
Security and compliance requirements are assessed against the insurer’s actual environment. AIIT does not imply a certification, regulatory approval or guaranteed outcome simply because a technology can support that control.
A conversation can move between voice, chat, SMS, email and a human employee without forcing the customer to restart.
Delegated limits, confidence thresholds and approval gates keep judgement and regulated decisions with authorised people.
Journeys are grounded in your products, policy wording, claims procedures, scripts, service rules and broker guidance.
Approved integrations can connect telephony, CRM, policy, claims, billing, document and service-management environments.
Bounded intake and communication journeys remain available when weather events or other incidents create sudden demand.
Versioned knowledge, auditable actions, testing and quality review help the solution improve without losing operational control.
No. AIIT is designed to automate repetitive coordination and assist people. Complex coverage, liability, pricing, complaints, vulnerability, fraud and settlement decisions remain with appropriately authorised professionals.
It can coordinate intake, evidence requests, permitted system actions, appointments, updates and settlement preparation. The exact scope depends on delegated authority, policy rules and human approval requirements.
Yes. Approved voice and digital journeys can remain available overnight, on weekends and on public holidays, including structured intake during demand surges.
It can gather proposal information, organise supporting documents, retrieve approved appetite guidance, identify missing details and prepare a referral. Binding or pricing occurs only where the insurer has explicitly authorised that workflow.
It can search approved knowledge, transcribe and summarise interactions, show guided steps, translate suitable conversations and prepare follow-up while the employee stays in control.
The implementation is designed around access controls, data boundaries, audit records, approved integrations and the insurer’s privacy and security requirements. Specific deployment and assurance obligations are confirmed during solution design.
AIIT can assess integrations with policy administration, claims, CRM, billing, document management, contact-centre and service platforms through available APIs and approved connection patterns.
Begin with a bounded, measurable journey such as first notification of loss, claim status, broker support or email triage. AIIT maps the process, controls, knowledge, integrations, handovers and acceptance tests before rollout.
Choose a priority journey such as FNOL, claim status, policy service, broker support or email triage. AIIT will map the controls, handovers and integrations needed to make it operational.
A Super Agent Model is not a chatbot bolted onto a website. It is a Digital Employee: an AI worker with a name, a voice, a defined role, access to the systems it needs and clear rules about what it may decide and what it must refer. In insurance, that means a SAM can answer the phone at 2am after a storm, take a complete first notification of loss, check cover against the policy wording, request photos and documents, open the claim, book an assessor and keep the customer updated until settlement.
Because SAMs work on the phone and on the computer at machine speed, they can handle the repetitive, rules-heavy parts of the policy lifecycle consistently, every time, without fatigue. They read long policy schedules in seconds, never skip a required question, and apply your underwriting and claims guidelines exactly as configured. Your people stay in charge of judgement calls, complex liability, vulnerable customers and final sign-off.
The result is an insurer, broker or MGA that is open for business 24 hours a day, 365 days a year, including weekends, public holidays and catastrophe events when call volumes spike far beyond what any rostered team can absorb.
Takes first notification of loss by voice, chat or WhatsApp, captures every mandatory field, gathers photos and opens the claim in your core system.
Chases outstanding documents, updates repairers and assessors, answers "where is my claim?" and drafts file notes for human handlers.
Pre-fills proposals, checks risk data against appetite rules, prices standard risks within approved referral limits and packages exceptions for an underwriter.
Processes address changes, adds drivers or vehicles, issues certificates and explains cover in plain English.
Contacts customers before renewal, confirms details, explains premium changes and captures retention offers you approve.
Handles failed payments, instalment changes and payment arrangements with respectful, compliant scripts.
Gives brokers instant answers on appetite, wording and quote status across the day and night.
Flags inconsistencies between statements, documents and history for your special investigations team — it never accuses a customer.
The customer calls, messages or uses web chat. The SAM verifies identity, confirms the policy and takes a structured, empathetic account of what happened.
It reads the policy schedule, excess and exclusions, explains what is and is not likely to be covered, and flags anything needing a human decision.
Photos, invoices, police reports and quotes are requested by SMS or email, extracted automatically and attached to the claim.
Standard, low-value claims are assessed against your rules; larger or unusual claims are routed to a handler with a complete summary.
The SAM books repairers or assessors, arranges rental cars or emergency accommodation where authorised, and keeps everyone updated.
Approved payments are prepared for release, the customer is told the outcome, and a satisfaction check closes the loop.
A SAM can perform almost any role in an organisation that happens on the phone or on the computer — with the speed of software and the manner of your best team member. These capabilities come standard with every Digital Employee AIIT deploys for insurance.
Each SAM has a name, a personality, a natural voice, a defined role and access to the systems it needs — onboarded like a new team member, not installed like software.
SAMs speak with customers and also operate business applications: reading records, completing forms, updating systems and generating documents.
Structured tasks are completed in seconds, following your rules the same way every time, with validation checks and confidence thresholds that route uncertain cases to people.
No rosters, sick days or penalty rates. SAMs answer at 3am, on weekends, at Christmas and during unexpected surges.
A SAM can handle multiple simultaneous calls and chats, so customers are answered immediately instead of waiting in a queue.
Human-like speech with a Kiwi accent as standard, fast response times and clear audio on real phone numbers.
Voice, SMS, email, WhatsApp, Messenger, Instagram and web chat share one memory, so customers never repeat themselves.
SAMs remember previous interactions, pick up dropped conversations and recognise returning customers.
Tone, sentiment and stress cues are recognised, and SAMs adapt their language — or hand over to a person — when empathy matters most.
SAMs can be configured to converse in multiple languages, serving diverse New Zealand and international customers.
When a person is needed, the conversation transfers with a summary, so no customer has to start again.
Per-client data isolation, encryption, role-based permissions and complete audit trails of every action.
Every interaction is recorded, transcribed and summarised for quality assurance and compliance.
Performance is monitored, gaps identified and knowledge and processes updated across every SAM at once.
More than two-thirds of the hours in a year fall outside a standard working week. Add weekends, Matariki, Waitangi Day, Easter, ANZAC Day, Labour Weekend and the long Christmas break, and most organisations are effectively closed for much of the time their customers need them. SAM Digital Employees keep insurance services running through all of it — answering, resolving, recording and preparing work so your team starts each day ahead rather than behind.
There are no overtime premiums, no rostering gaps and no drop in quality at 3am. Every after-hours contact receives the same careful, compliant handling as a mid-morning call, and anything that genuinely needs a person is escalated according to your on-call rules.
Underwriting teams spend a large share of their day gathering information rather than making decisions. A SAM can take over that gathering. It asks the proposal questions in a natural conversation, retrieves property, vehicle or business data from approved sources, checks answers against your appetite and referral rules, and presents the underwriter with a clean, complete submission.
For standard personal lines risks that sit comfortably within your approved guidelines, a SAM can be configured to quote and bind automatically, applying your rating rules exactly as written. Anything outside those limits — unusual occupations, prior claims, high sums insured, complex commercial exposures — is referred with a written rationale so the underwriter can decide in minutes rather than hours. Every decision path is logged for audit and model governance.
New Zealand insurers know how quickly an earthquake, flood or cyclone can turn a quiet night into tens of thousands of calls. Human teams cannot be scaled up overnight. SAMs can. Additional Digital Employees can be brought online to answer every call, prioritise vulnerable customers and genuine emergencies, capture complete claims and provide consistent information about what happens next.
On ordinary nights, weekends, Christmas Day, Waitangi Day or Easter, the same SAMs keep answering routine policy and claims questions, so Monday morning starts with complete files instead of a voicemail backlog.
A SAM follows your fair-conduct obligations, disclosure scripts and vulnerability guidelines on every contact. It records and transcribes each conversation, summarises what was agreed and writes the outcome to your systems. Quality assurance teams can review 100% of interactions instead of a small sample, and changes to process or wording can be rolled out to every Digital Employee at once.
Every SAM begins with discovery. We map the roles, conversations and computer tasks you want a Digital Employee to take on, the systems involved, the rules it must follow and the points where people must stay in control. We then design its persona, voice, knowledge and permissions, integrate it with your platforms, and test it against real scenarios before a controlled launch.
After go-live, AIIT monitors performance, reviews conversations, and continuously improves knowledge and workflows. Most organisations start with one high-volume use case, prove the value, then add further roles until SAMs become a natural part of the workforce. Outcomes vary with call volumes, processes and integrations, so we agree measurable goals with you up front and report against them openly.
Most automation in insurance has been built as tools: a form here, a menu-driven phone system there, a chatbot answering a handful of FAQs. Each one handles a fragment of the work and pushes everything else back to people. A SAM is different because it is designed around a role rather than a feature. It is given a job description, the knowledge and systems access that job requires, the policies it must follow and the boundaries of its authority — exactly as you would onboard a new employee.
That shift matters. Instead of asking "which questions can the bot answer?", insurance leaders can ask "which parts of this role can a Digital Employee take on completely, and where should a person step in?" The answer is often far more than expected: gathering information, checking it, updating systems, explaining next steps, sending confirmations and following up are all tasks a SAM can complete from start to finish.
On structured work, SAMs operate at a pace no human can match. Reading a forty-page document, comparing figures across several systems, filling in a multi-screen form or drafting a detailed summary takes seconds rather than minutes. Just as importantly, SAMs do it the same way every time. They do not skip a step because it is late in the shift, forget a disclosure because the customer was chatty, or mistype a reference number.
Accuracy is engineered, not assumed. AIIT designs every SAM with validation against source systems, confidence thresholds, mandatory-field checks and clear rules for escalation. When a SAM is unsure, it says so and hands the task to a person with everything gathered so far. Every action is logged, so results can be audited and improved continuously.
The goal is not an organisation without people; it is an organisation where people spend their time on work that genuinely needs them. In insurance, that means judgement, empathy, negotiation, complex problem-solving and relationships. SAMs take the repetitive volume, the after-hours shifts, the peaks and the administrative follow-through, and they act as real-time co-pilots for staff during live conversations.
Teams that work alongside SAMs typically find their days change shape: fewer interruptions, less data entry, cleaner handovers and more time for customers who need a human touch. New staff ramp up faster because a co-pilot is always available to answer procedural questions, and experienced staff can focus on the cases where their expertise makes the biggest difference.
Deploying Digital Employees in insurance requires the same discipline as hiring people into regulated roles. AIIT defines exactly what each SAM may see, say and do; configures approval steps for high-impact actions; and aligns behaviour with your privacy, security and conduct obligations. Per-client data isolation, encryption, role-based access and full audit trails are standard.
We also recommend transparency with customers. SAMs can introduce themselves as digital assistants while still sounding warm and natural, and customers can always ask for a person. Clear disclosure, consistent behaviour and easy escalation build trust — and trust is what allows Digital Employees to take on more responsibility over time.
Every SAM deployment starts with agreed measures. Depending on the role, these may include answer rates, time to resolution, completed tasks without human intervention, after-hours contacts handled, document completeness, customer satisfaction, staff time released and cost per interaction. Dashboards make these visible from day one, alongside recordings and transcripts that show exactly how each outcome was achieved.
Results vary with volumes, processes and integrations, so AIIT does not promise a universal figure. Instead, we start with a focused use case in insurance, measure it honestly, and expand to further roles once the value is proven. Many organisations find that the first SAM pays for its own expansion by revealing just how much of the workload was repetitive, rules-based and ready for a Digital Employee.
At 6am, while the office is still dark, your insurance SAM is already working. It has answered overnight calls and messages, completed the routine requests end to end, and prepared a tidy list of everything that needs a person, each item with a summary, the relevant records attached and a suggested next step. When your team logs on, they start with decisions, not detective work.
Through the day the SAM handles the morning rush without a queue, takes on the repetitive contacts that would otherwise interrupt skilled staff, and works quietly in the background on computer tasks: updating records, reconciling information between systems, chasing outstanding documents and sending confirmations. During live conversations it listens alongside your people, surfacing policy answers and drafting notes so nothing is missed.
In the evening, at weekends and on public holidays, it simply keeps going. A customer who rings at 10pm on Boxing Day receives the same careful, informed and friendly service as one who calls at 10am on a Tuesday. Nothing is left to voicemail, and nothing waits unnecessarily for the next business day.
The most successful insurance programmes start small and specific. Choose one role or journey with high volume, clear rules and measurable outcomes — for example after-hours contacts, document collection or status updates. AIIT works with your team to map that journey, define what good looks like, identify the systems involved and agree where people must remain in control.
We then design your SAM's persona, voice and knowledge, connect it to the required platforms, and test it thoroughly with realistic scenarios, including difficult and unusual ones. A controlled launch follows, with close monitoring and rapid refinement. Once the first Digital Employee is performing well, additional roles can be added using the same foundations, building a digital workforce that grows with your organisation.
Talk to AIIT in Auckland about where a SAM could make the greatest difference in your insurance operation. We will help you identify the opportunity, estimate the effort involved and plan a practical first step.
Although SAMs are best known for answering calls and messages, many of the most valuable Digital Employee roles in insurance sit behind the scenes. Any role that is performed on a computer, following documented steps across business applications, is a candidate. SAMs can prepare reports, reconcile data between systems, check forms for completeness, triage inboxes, draft correspondence for approval, schedule work, monitor queues and flag exceptions for human review.
Internal service desks are another strong fit. Staff can ask a SAM how to complete a procedure, where to find a document or what policy applies to an unusual situation, and receive an accurate answer drawn from approved knowledge in seconds. HR, IT and finance teams use the same approach to handle routine employee requests around the clock.
Because each SAM shares the same secure foundations — identity, permissions, knowledge, memory, logging and handover — adding a new role is far faster than building a new system. Over time, organisations in insurance can assemble a coordinated team of Digital Employees, each specialised in its role, collaborating with one another and with people to deliver a faster, more consistent and more resilient operation.
Throughout, the principle stays the same: SAMs take on the work that is repetitive, rules-based, time-sensitive or out of hours, and people keep ownership of judgement, relationships and accountability.
ANNA OS provides the conversational intelligence. Each Super Agent Model becomes a specialist Digital Employee. The AIIT Agentic Intelligence Management system gives your Insurance organisation the controls to direct, measure, govern and expand the whole team.
Customers can move between voice, web chat, SMS, email, WhatsApp, Messenger, Instagram and other approved channels while AIM preserves the relevant journey context and operating rules.
Yes, within limits you set. It can gather data, apply appetite and rating rules and bind standard risks you authorise. Referrals, exceptions and anything outside delegated authority go to a human underwriter.
It removes repetitive intake, chasing and updating so handlers can focus on complex claims, negotiation and customer care.
Policy administration, claims, CRM, document management, payments and telephony platforms through APIs and secure connectors.
Structured data capture, validation against source systems, confidence thresholds, human review queues and full call recordings.
Ready to meet your first Insurance Digital Employee?
Design my SAMBrowse 81 Typical SAM Roles — from receptionist and claims specialist to compliance, sales and operations — each a Digital Employee powered by ANNA and managed by AIM.
Tell us what you want to improve. Your enquiry will go directly to the AIIT team in Auckland.