Insurance companies are accelerating the deployment of artificial intelligence (AI) agents across their core operations, from policy underwriting and sales support to claims assessment and payouts, industry officials said Monday.
The sector’s broader push toward AI transformation (AX) is expected to enable customers to receive faster, more consistent guidance without waiting, while helping companies reduce operating costs and improve profitability over the long term.
Last Thursday, DB Insurance rolled out an AI-enabled claims platform that embeds conversational assistance throughout the process, from incident reporting to settlement. The system provides step-by-step instructions and situation-specific responses while automating routine inquiries and paperwork guidance to enhance both processing speed and accuracy.
On Feb. 12, Shinhan Life unveiled Life Copilot, a generative AI-driven advisory tool designed to support insurance planning. By analyzing client data and advisor behavior patterns, it recommends suitable products in real time and assists with drafting and revising policy proposals.
In December, KB Insurance completed development of a generative AI-powered agent for calculating liability ratios in car accidents and deployed it in operations. By learning from accident types and case law data, the system aims to improve efficiency and reduce the potential for disputes.
Organizational restructuring is also underway to accelerate AI transformation initiatives across the industry.
Kyobo Life Insurance named Shin Jung-ha, an executive director and the eldest son of Chairman Shin Chang-jae, as head of enterprisewide AX support and group management strategy, as part of its regular leadership reshuffle in December last year. The move was seen as reinforcing the firm’s long-term digital and platform strategy.
Market watchers said the rapid rollout of AI tools reflects intensifying competition among insurers to improve productivity and customer experience simultaneously.
“AI adoption is no longer just about efficiency. It is becoming a key differentiator in product development, distribution and claims management,” an insurance industry official said. “Companies are likely to expand the use of AI from internal support tools to more customer-facing services in the coming years.”
Source: Korea Times News
