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Agentic automation & RPA in insurance:
a complete technology overview
January 20, 2026
Insurance companies are increasingly implementing agentic automation and RPA solutions to streamline time-consuming workflows, such as claims processing, data collection, and risk assessment, to enhance their operational efficiency, reduce costs, and improve the quality of customer interactions.
With solid experience in agentic automation and RPA services, Itransition helps insurance service providers implement reliable process automation solutions that can autonomously handle both repetitive predefined tasks and complex workflows.
Process automation in insurance: market stats
82%
of insurance carriers plan to adopt agentic AI within the next three years | |
|---|---|
$8 bn
the forecasted size of the RPA in insurance market by 2033 | |
31.7%
the expected CAGR of the RPA in BFSI market segment from 2024 - 2032 | |
89%
of US insurers have adopted AI to some extent | |
+90%
insurance claims processing speed thanks to robotic process automation and artificial intelligence | |
40–70%
reduction in claims operations costs due to AI and RPA | |
67%
increase in data accuracy enabled by agentic and RPA solutions in insurance companies |
Machine learning
Natural language processing
Optical character recognition
Cognitive agents
Robotic process automation
Sales & distribution | Pricing & underwriting | Claim management | Policy servicing | |
|---|---|---|---|---|
Revenue generation |
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|
| |
Productivity & efficiency improvement |
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Cost & risk reduction |
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Scheme title: AI use cases in the insurance sector
Data source: McKinsey & Company
Increase in agent productivity, %
Time saved drafting outreach materials, %
Scheme title: Benefits of generative AI for insurers
Data source: McKinsey & Company
Robotic & agentic process automation in insurance: key use cases
The range of agentic automation and RPA use cases is growing in virtually every sector of the insurance industry. Here are the most common ways to apply process automation in insurance.
1
Claims processing
Insurance companies are increasingly adopting solutions with robotic and agentic process automation capabilities to speed up claims management, specifically tasks like extracting multi-format claims data from different sources, triaging incoming claims, and communicating with authorities.
While RPA bots can perform simple rule-based data validation and inputting tasks, agentic automation tools can extract and verify unstructured data from claims, such as pictures of damaged vehicles, hand-written medical records, or data gathered by connected devices from the insurance IoT ecosystem, direct claims to corresponding specialists, as well as identify specific patterns associated with fraudulent claims if any and request missing information from customers.
2
Underwriting
Apart from claims management, agentic automation and RPA solutions can streamline underwriting management, from gathering extensive customer information, including client loss runs, motor vehicle reports, property characteristics, and medical history, to estimating risk rates and setting premiums accordingly. RPA bots can perform repetitive data handling tasks, such as structured data collection, validation, and consolidation, working faster than human agents, helping create detailed customer profiles, and facilitating fact-based underwriting decision-making.
In turn, agentic automation solutions can interpret unstructured financial, health, and personal data from submitted documents to extract key information for risk evaluation, detect lacking details and inconsistencies in application data, and categorize applications for review by the underwriter.
3
Policy administration & servicing
Insurers can apply automation to manage a policy’s lifecycle, from form registration and payment request processing to account updates and policy cancellation, minimizing human intervention and reducing turnaround times, operating costs, and human error.
Insurance businesses implement process automation solutions that can gather policy data across various sources, including the policy administration system, emails, faxes, and claim receipts, and process different customer requests regarding policy issuance, cancellation, and renewal. Additionally, process automation solutions can pre-fill documents and verify their completeness, perform premium calculations, track policy expiration dates, trigger policy renewals, and generate personalized cancellation emails.
4
Accounting & financial management
Process automation solutions with agentic and RPA capabilities are widely used to streamline workflows such as tax reporting, invoicing, premium collection, and payment processing and reconciliation by handling real-time financial data extraction from the company’s accounting and ERP software, as well as tax form filling and billing statement issuance.
By monitoring financial data from multiple sources, process automation solutions can also detect anomalies in the company’s cash flow and mismatches in the claimants’ and payment data, as well as route uncommon and suspicious cases to insurers for investigation.
5
Customer service
Agentic and RPA solutions can also be deployed for various customer service and support tasks by insurance companies. These include routing customer inquiries, sending claim status updates to clients, and providing policyholders with additional information, such as relevant policy information, personalized insurance coverage suggestions, or payment plan changes, via email or their client portal. This way, agentic and RPA automation help companies reduce response times and increase customer satisfaction.
6
BI & analytics
Insurance carriers can employ solutions with agentic and RPA automation capabilities to streamline various data analytics and decision-making tasks. For example, RPA bots can automate manual data management activities, such as collecting business and customer data from CRM platforms, emails, policy management software, and claims processing tools, checking its quality and completeness for further analysis, and facilitating smooth data flow from source systems to analytical and business intelligence systems, helping insurers connect legacy platforms that lack necessary APIs to the BI software.
By processing data from sources like customer communication records and insurance documents in real-time, agentic software helps insurance companies get timely insights about their business and customers for end-to-end analysis and informed decision-making. Thus, process automation tools enable insurance companies to better measure their operational efficiency, understand customer needs, spot market trends, and identify business opportunities.
7
Fraud detection
Data breaches and other cybersecurity incidents can cost billions of annual losses for the global insurance industry. Processing large volumes of insurance claims and payment data, solutions with agentic and RPA capabilities can detect fraudulent patterns that can go unnoticed and promptly alert employees about them. Process automation tools can also detect inconsistent data within claims, duplicate claim submissions, and exaggerated amounts, escalating cases for further investigation if the claim is deemed potentially fraudulent.
Solutions with agentic and RPA capabilities are also used to streamline a variety of HR-related insurance activities. For example, an automation solution can scan resumes, schedule job interviews and meetings, detect changes in candidates’ information over time, and automatically calculate payroll.
Process automation tools can also assist HR teams with talent onboarding by facilitating document verification, as well as drafting 360-degree employee profiles and timely updating them. Moreover, process automation solutions can consolidate data on employee KPIs from HR management systems for effective performance appraisal, as well as audit employee benefit requests and company policies to help HR teams determine an employee’s eligibility for benefits and retirement.
9
Marketing automation
Process automation solutions can prove highly useful for streamlining marketing activities. An insurance company can use software bots to automate structured data collection for market analysis and custom segmentation, compile mailing lists, and schedule marketing content publication on various platforms.
Insurance companies can also apply agentic automation solutions to collect unstructured data, such as customer intent and sentiment, from chat logs, emails, and social media comments, as well as campaign performance metrics. Then, agents can send this data to analytics solutions for comprehensive analysis of customer needs or the effectiveness of promotional initiatives. Additionally, agentic automation solutions can triage emails, update customer information, and send notifications to marketers when they detect problems that can impact customer retention and satisfaction, such as client complaint spikes or frequently mentioned issues.
Streamline your insurance workflows with a tailor-made process automation solution
Process automation in insurance at work
Itransition’s experts have prepared a demo video demonstrating how claims processing can be streamlined with a process automation solution. Similar to this process, our team can help you streamline any of your operations, from underwriting to policy administration.
Benefits of agentic automation & RPA for insurance
Improved efficiency
Solutions with agentic and RPA capabilities can operate around the clock, autonomously handling both rules-based, structured tasks and complex workflows way faster than humans. As a result, employees can get more done in less time, focusing on other tasks where human input is essential.
Cost savings
Automation of insurance operations saves hours of employees’ time spent on repetitive and labor-intensive tasks, which can result in reduced labor costs. Ensuring minimized mistakes and lower recruitment and training expenses, RPA and agentic automation solutions promise significant savings for businesses.
Superior accuracy
Insurance operations that involve manual data entry, as well as the handling of high-volume, unstructured data from different sources, are error-prone. Agentic and robotic automation solutions follow specific workflows and rules, reducing human error caused by fatigue or distraction.
Enhanced regulatory compliance
Agentic and robotic process automation can also help insurance companies ensure regulatory compliance. Solutions with agentic and RPA capabilities can collect data on regulatory requirements and applicable changes by processing internal and external policy libraries and publications. They can also match this data with company records and compile reports for regulatory bodies, helping insurance businesses rectify discrepancies in their workflows, ensure audit readiness, and stay in line with regulatory changes.
Improved customer service
Process automation can also help insurers improve the customer experience and service quality by ensuring faster response to customer inquiries and enabling specialists to personalize communication and proactively engage with clients. Intelligent bots can suggest customer inquiry replies and, on demand, quickly provide human agents with details on a company’s products or services and customer data, such as personal information, claims history, as well as customer feedback and complaints.
Try out process automation on your insurance workflows
60+
processes automated across the enterprise
HUB International
One of the world’s leading risk management and insurance brokers needed a solution that would support their rapid expansion. The company implemented automation and generative AI technologies to standardize various back-office processes across the finance and accounting, underwriting, and Know Your Customer (KYC) compliance departments. Additionally, they adopted a solution that enables efficient document processing and routing for their mail postal service and a solution for email management that processes the company’s incoming emails, discerning context behind them, categorizing them, and sending data from emails to the ERP software.
480
working hours saved
Hiscox
A global leader in specialist insurance relied on manual processes and rule-based automation for email triaging, which took up much employee time, as well as caused case classification errors. The company implemented an AI-powered automation solution for communications mining, enabling them to classify claims requests and route them to the correct specialists without human involvement. As a result, they managed to automate over a quarter of the entire message volume, allowing the service team to focus on communicating with customers rather than reading and forwarding emails.
60%
operational cost reduction
Nsure.com
Nsure aimed to automate communications with customers to minimize interactions with agents. Each month,
Nsure’s agents manually processed more than 100,000 customer requests in the form of calls, emails, and text
messages, which was too time-consuming and posed the risk of data errors.
The implementation of a
robotic process automation solution complemented with generative AI and NLP helped the company solve this
challenge.
The solution analyzes incoming customer messages, evaluates their intent, routes customers to the appropriate departments,
and even recommends the next possible actions to agents. Today, RPA bots help the company process the majority
(over 90%) of incoming customer requests.
30%
of agents’ work time freed up
ADNIC
The Abu Dhabi-based insurance provider aimed to automate quote generation and policy registration, as ADNIC employees spent 2 to 4 working hours completing these tasks manually. The company implemented an RPA bot integrated with AI technology to automate the aforementioned tasks. As a result, ADNIC was able to free up the working time of its agents and redirect them to managing WhatsApp business chats. This helped the company improve the quality of customer service significantly.
Best RPA & agentic automation platforms for insurance
There are many different process automation platforms available on the market today that provide insurance companies with comprehensive functionality for setting up their own automation solutions. Here are the current market leaders, offering platforms with agentic automation and RPA capabilities, according to Gartner's recent Magic Quadrant for Robotic Process Automation.
UiPath is an automation platform that helps companies streamline both routine and complex business processes by providing RPA and agentic automation capabilities and enabling the creation of rule-based and AI-powered bots.
Features
- Support for cloud-based and on-premises setups
- Low-code AI agent builder and the ability to build agents using natural language commands
- Prebuilt AI agents for various use cases
- Support for real-time decision-making, memory retention across sessions, and workflow recovery
- Vendor-agnostic platform architecture for streamlined integration with third-party AI providers and enterprise systems and simplified creation of agentic workflows across applications, models, and agent ecosystems
- In-transit and at-rest data encryption, data masking, role-based access control, and strong user authentication and authorization processes
Target companies
SMEs and large enterprises
Microsoft Power Automate is a platform that can be used together with Azure automation services and Copilot to build agentic and RPA solutions for various automation needs.
Features
- Cloud-based deployment
- Low-code development support and pre-built templates for rapid model deployment
- 1,000+ ready-made API connectors as well as tools for building custom ones
- Built-in automation workflow monitoring capabilities
- AI-enabled user guidance for process optimization
- Seamless integration with Microsoft Power Platform and other Microsoft applications, such as Microsoft Teams, SharePoint, OneDrive, and the Dynamics 365 suite
- Secure user authentication via Microsoft Entra ID, role-based access restrictions, robust credential management, and end-to-end data encryption
Target companies
SMEs and large enterprises
Automation Anywhere is a platform for end-to-end process automation providing both RPA and agentic capabilities and enabling seamless process scalability while ensuring robust data security and governance.
Features
- Pre-trained AI agents
- Process reasoning engine, enabling agents to understand context and process requirements
- Ability to create agents and give them commands using natural language
- Role-based access controls, audit trails, data encryption at rest and in transit
- Customizable, domain-specific solutions for creating AI agents for different departments
- Support for cloud and on-premises deployment
Target companies
Medium and large businesses
SS&C Blue Prism offers a platform for creating enterprise-ready automation solutions with both robotic and agentic automation capabilities, providing strong governance and responsible AI frameworks essential for highly regulated industries like insurance.
Features
- Pre-built AI agents customizable to different domains
- Agent support of complex decision-making, continuous learning, and autonomous task execution
- Seamless scalability for rapidly growing businesses
- End-to-end data encryption, granular access controls, guardrails, and audit trails for robust model governance
- On-premises, fully managed, hosted cloud, and hybrid deployment options
Target companies
Medium and large businesses
Implementation guidelines for process automation in insurance
1
Facilitate staff training & upskilling
As new technologies emerge and mature, more and more employees become concerned that automation solutions will replace them and resist their adoption in the company. To prevent that, insurance companies should focus on educating their staff on the benefits and use of automation tools to help them remain efficient and confident in their work. They should also offer retraining or upskilling programs to help employees transition into new roles or learn handling tasks that require human judgment, creativity, and emotional intelligence. Additionally, it’s useful to foster open communication and reward innovative ideas and initiatives.
2
Identify a suitable use case
Insurance companies that haven’t previously dealt with process automation should start with a small automation initiative that can be scaled to prove the viability of agentic or RPA automation for the business. For example, a company can launch a pilot project to automate a repetitive, rule-based insurance process with a high human error rate. This can include extracting data for insurance claims applications, filling data in internal claims management systems, or sending customer account closure notifications.
3
Ensure human-AI collaboration
For the AI agent to make accurate and safe decisions, it’s essential to accompany it with human input and oversight. Known as human-in-the-loop (HITL), this approach involves having employees validate important model decisions or results for edge cases to detect and eliminate errors and refine AI agent output over time. In the end, human-in-the-loop creates a continuous cycle of interaction and feedback between AI bots and humans, enabling the AI model to learn and improve over time.
Challenges of process automation in insurance
Challenge | Solution | |
|---|---|---|
Potential workflow disruptions |
The implementation of an agentic automation or RPA solution is likely to affect both corporate performance
and organizational culture. Although most of these changes have a positive impact, integrating process
automation technology into the corporate environment can significantly disrupt established workflows and
lead to bottlenecks.
| To make the adoption of a process automation solution smooth, companies should develop and implement robust change management strategies. A thorough change impact analysis should be an integral part of these strategies, so that the company can predict potential adoption challenges and make necessary adjustments, such as conducting personalized user training and onboarding. |
Data security & compliance concerns |
As process automation solutions need to handle sensitive data in many cases, data compromise and loss can
lead to serious reputational and financial damage.
| Companies should ensure that their agentic automation and RPA tools operate in accordance with applicable global and industry-specific data processing and security standards, such as GDPR and HIPAA. Therefore, agentic automation or RPA-enabled solutions must offer robust data security mechanisms, such as end-to-end data encryption, audit trails, and granular access controls. |
Incorrect or misleading results |
Due to the nature of the underlying technology, AI agents may occasionally produce inaccurate results, which
can create complications within the insurance workflow.
| To safeguard their workflows, insurance companies need to strike a balance between implementing agentic and rule-based automation solutions. For example, they can employ RPA bots for more regulated processes and introduce AI agents for tasks that rule-based bots can’t handle, such as processing natural language or images. Moreover, it’s essential to incorporate human oversight in critical processes where there is a high risk of error. Additionally, insurance companies can opt for more transparent AI models that allow users to understand the reasoning behind their decision-making, as well as models that come with built-in guardrails that prevent them from producing factually wrong or misleading information. |
Our agentic automation & RPA services
Consulting
Itransition’s process automation experts provide comprehensive advisory support to help you launch an agentic automation solution or RPA bot. Our consultants define the most suitable automation use case for your company, determine the optimal tech stack, and create a roadmap for the solution’s implementation. We also provide solution implementation oversight, preventing any business process downtime.
Implementation
We implement agentic and RPA solutions of any complexity to help you meet your process automation needs. Using leading low-code tools, we deliver tailored automation solutions, integrating them with your IT ecosystem and ensuring their reliability, usability, and security. Post-launch, we provide user training and onboarding services to help your staff get acquainted with the new solution. On demand, we also offer solution maintenance and optimization support to ensure the solution’s long-term value.
Accelerate insurance workflows with process automation
Implementing intelligent automation solutions and RPA bots in insurance enables businesses to allocate various
mundane, everyday workloads to software solutions to improve operational efficiency, staff satisfaction, and
customer relationships. Recognizing the benefits of RPA and agentic automation, a lot of insurance companies have already launched digital transformation initiatives, actively investing in
AI-powered solutions across different use cases.
This makes agentic or RPA solution adoption a necessity for companies looking to remain competitive in a rapidly
evolving world. To navigate this transition confidently and turn your insurance company into a more automated one,
rely on Itransition's team of experienced agentic automation and RPA developers and consultants.
Looking for a reliable partner to implement a process automation solution?
FAQs
Robotic process automation involves implementing software bots that follow predefined instructions and perform predictable and repetitive tasks like data entry and claims processing. Agentic automation solutions, powered by technologies like machine learning, natural language processing (NLP), large language models (LLMs), and large action models (LAMs), carry out more complex tasks, processing unstructured data and taking preprogrammed actions autonomously based on the current context.
A common example of using process automation in insurance is the automation of claims processing. An agentic automation solution or an RPA bot can be programmed to collect information from claim forms, emails, or scanned documents and check it against the set databases, verifying coverage, claim amounts, and client details. If the data is correct, the solution approves the claim and sends it to an employee for review. The solution can also send a notification to the client about claim status updates via the preferred communication channel.
Similarly, agentic and RPA solutions can automate manual tasks and complex workflows in areas like policy administration, underwriting, regulatory reporting, and other insurance processes, reducing data processing time and ensuring results consistency and accuracy.
Process automation solutions are generally categorized into three types based on their complexity and intelligence.
- Attended automation solutions are triggered by users when needed and operate under human supervision
- Unattended automation solutions handle a process autonomously, without human intervention
- Hybrid automation solutions help users complete tasks that require human action and, when needed, can automatically handle selected tasks
The agentic automation and RPA implementation process generally involves six stages.
- Discovery
Identifying the insurance processes and workflows where automation is feasible and the potential business impact of such automation. - Design
Conceptualizing the design of the automation solution, including its deployment option, overall structure, and integrations between its components and with the company’s IT infrastructure, as well as selecting the automation tools and technology stack. - Development
Building or configuring the process automation solution according to the approved specifications and setting up integrations with existing systems. - Testing
Checking various aspects of the automation solution in a controlled environment by performing functional testing, exception handling checks, and validation against expected outcomes. - Deployment
Rolling out the automation solution into the live business environment and making it available to target business users. - Maintenance & continuous improvement
Monitoring the solution’s performance, optimizing it for better efficiency, and updating it as the business process or the systems change.
To enable process automation, developers more commonly rely on out-of-the-box tools and platforms rather than programming languages, but can sometimes use programming or scripting to enable more advanced automation capabilities. The languages used depend on the agentic automation or RPA platform, with the most popular options including Python, C# / .NET, Java, JavaScript, and SQL.
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