The 2025 AI agent buyer’s guide for insurance

About this guide​

Customer service isn’t just a cost center anymore. For insurance carriers, it’s where retention happens. It’s where policyholder trust is built (or lost).

That’s why AI agents are getting so much attention. Done right, they can absorb call volume during storm surges, handle billing and policy changes without human handoff, and deliver consistent experiences even when emotions are high.

This guide is built for insurance decision-makers evaluating AI agent platforms—from claims operations and IT leaders to transformation and CX teams.

You’ll walk away with a clear framework to:

■ Evaluate readiness inside your own org

■ Understand what real agentic architecture looks like

■ Pressure-test vendors against the realities of insurance workflows

■ Avoid common buying traps

■ Ask the questions that actually reveal platform weaknesses