Insurance providers adopt agentic AI for workflows

Insurance providers are increasingly adopting agentic AI to modernize workflows and manage complex regulatory environments.

NTT DATA has introduced ‘NTT DATA AI for Insurance’, an AI-native solution built on the AIVista platform. The tool is designed to convert insurance workflows into governed, repeatable services, supporting underwriting, claims, and customer service. The platform emphasizes enterprise-grade governance, auditability, and human oversight to meet the needs of highly regulated environments. It allows carriers to customize AI agents to their specific products and regulatory requirements while avoiding core system lock-in.

In the healthcare sector, Aetna, the insurance arm of CVS Health, is also exploring agentic AI to reduce administrative friction. Nathan Frank, Chief Digital and Technology Officer at Aetna, stated that the company is looking at ways to use AI to improve member experiences and reduce physician burdens. He emphasized that no AI is currently used for automatic claim denials and suggested future applications could include AI agents within the Aetna app to assist patients in managing their health.