保险行业中的代理流程自动化

August 2025 Foreword by Amit Roy Insurance has long been regarded as a safety net – an assurance in times of uncertainty. Today,however, the industry itself stands at a pivotal moment of transformation. At the heart ofthis shift lies agentic process automation (APA) – a breakthrough approach that harnessesthe power of large language models (LLMs) and intelligent agents to reimagine traditionalinsurance processes in a smarter, more responsive ecosystem. From automating routine tasks and enhancing fraud detection to ensuring regulatorycompliance and delivering hyper-personalised customer experiences, APA is redefining whatis possible in this industry. This paper, accordingly, explores the strategic potential of APA inreshaping the insurance landscape. It also presents a comprehensive roadmap for insurersto embrace automation not just as a tool for efficiency, but also as a lever for innovationand resilience. Through real-world solution deployments – spanning claims processing,underwriting, customer service, policy and document management – it illustrates how agenticautomation can reduce operational costs, improve accuracy and elevate service delivery acrossthe insurance value chain. I hope you will engage with the ideas presented here to stay ahead of the curve. Let uscollaborate to co-create a future where technology and human skills work in harmony.Together, we can lead the insurance industry into a new era of agility, intelligence andcustomer-centricity. Amit RoyPartner and Leader –Insurance and AlliedBusinesses Foreword by Mahesh Parab The use of agentic process automation signals years of digital improvements and a vital changein how we serve customers and manage operations. Now, with LLMs and enterprise integrationplatforms, we can devise systems that operate with a profound comprehension of the situation,explain the reasons behind decisions and adapt to complex real-world scenarios. Moving beyond rigid systems is truly transformational. It enables organisations to createnatural, fluid interactions with customers. Conversational interactions and transparent,reasoned underwriting decisions establish this technology as a notable innovation as it worksto fundamentally synthesise human judgement and expertise – given the complex multi-facetedhuman systems. Automation in insurance faces a distinct challenge due to the industry’s highly regulatedprocesses. With the advent of agentic automation, technology has matured to becomeenterprise-ready, making it ideally suited to meet the evolving demands of insuranceoperations. Compliance automation now enables precise and rapid claims assessment and risk evaluation,delivering the accuracy and speed that today’s customers expect. In the emerging era of insurance technology, such automation will amplify human potentialrather than limit it, ushering in a future where customer service becomes truly personal, butdelivered at an unprecedented scale. Mahesh ParabPartner – AgenticAutomation Contents N03ext-generation insurance 01Introduction 02The APA landscape The r04oad ahead Introduction This paper explores how agentic process automation (APA) is significantly impacting theinsurance industry. APA utilises large language models (LLMs) and intelligent agents to breakdown complex tasks into manageable actions, determine the skills required and plan theirimplementation. This approach ensures that automation is not only effective but also adaptableand sensitive to the context and needs of users. Traditional AI in the insurance sector has been largely reactive – mainly used for fraud patterndetection, claims processing based on predetermined rules or product recommendationsfrom existing catalogues. APA represents a quantum leap forward, offering systems that canindependently reason and plan actions, learn from outcomes, and adapt their strategies in real-time. A key focus of APA is the enhancement of customer interactions through empathy andpersonalisation, made possible by analysing sentiment and context. It also addresses thecurrent challenges faced by the insurance sector – including manual processes, intensecompetition, data overload, regulatory demands and cost constraints. Agentic AI can helptackle these challenges by boosting efficiency and improving the customer experience. Another crucial area of focus is insurance operations as APA enables the staff to make betterdecisions by automatically gathering and organising information from various sources. Thisreduces the time spent on paperwork and data collection, allowing employees to focus onmore value-add tasks such as building relationships with clients and developing new insuranceproducts. Companies using these systems often find they can respond faster to changes in themarket and better serve their customers’ evolving needs. The APA landscape 02 APA leverages the power of LLMs via agents to break down goals into manageable actions (sub-tasks). It identifies the skills required to complete each