Insurance industry adoption of agentic AI

The insurance industry is increasingly adopting agentic AI to modernize workflows and manage complex regulatory requirements.

NTT DATA has launched ‘NTT DATA AI for Insurance’, an AI-native solution built on the AIVista platform. This Service-as-Software offering combines configurable AI agents, insurance-specific data models, and workflow orchestration. Designed for highly regulated environments, the platform emphasizes enterprise-grade governance, auditability, and human oversight. It includes model-routing capabilities to prevent vendor lock-in, allowing insurers to automate underwriting, claims, and customer service processes. Bruno Abril, Global Lead for the Insurance Industry at NTT DATA, stated the platform “strengthens the ability of insurers to meet their responsibility” by supporting human expertise with governed AI.

In the healthcare insurance sector, Aetna (a division of CVS Health) is exploring agentic AI to reduce administrative friction and improve member experiences. Aetna’s Chief Digital and Technology Officer, Nathan Frank, noted that while the company is looking at ways to use AI to reduce physician burdens and assist patients via app-based agents, no AI is currently utilized for automatic claim denials.

Industry reporting from Get Covered indicates that AI integration is actively reducing administrative costs by embedding automation across underwriting, fraud detection, and claims processing. In customer service, automation is reportedly handling “up to 80 per cent of routine inquiries,” allowing licensed representatives to prioritize complex cases. Furthermore, computer vision models are being utilized to evaluate vehicle damage from photographs, while generative AI assists adjusters with documentation and report preparation. These technologies are intended to manage routine tasks rather than replace professionals, enabling employees to focus on “high-value decisions that require judgment and experience.”