Redefining Insurance with Agentic AI

Samesurf invented modern co-browsing.

Over the next few years, technology in the insurance industry is set to undergo a fundamental transformation driven by advances in artificial intelligence. Central to this evolution is Agentic AI – a paradigm that moves beyond static, rules-based automation and into autonomous, goal oriented action. Unlike systems that simply respond to commands, Agentic AI can perceive its environment, reason through complex challenges, plan multi-step processes, and execute actions to achieve a specific objective without continuous human intervention. For insurers, these capabilities will quickly become a competitive necessity. 

Agentic AI is expected to reshape every facet of the insurance value chain. It will accelerate underwriting and risk assessment by analyzing vast, dynamic datasets in real time, while proactively detecting and preventing fraud to fortify businesses against costly losses. The technology will also elevate the customer experience by providing hyper-personalized policies and intelligent, round-the-clock support that anticipates needs rather than merely responding to them.

The Samesurf Foundation

Founded in 2009 and as evidenced by six USPTO patents, Samesurf pioneered both modern synchronized browsing and among other components, the use of cloud browsers within the context of agentic artificial intelligence. The Samesurf platform provides a foundation for both (1) secure, install-free, code-free collaboration amongst AI-enabled and/or human devices and (2) autonomous action by AI enabled devices that may be subject to observation, intervention and/or takeover by humans and/or other AI enabled devices.  Samesurf’s 12101361 and 12088647 patents specifically define the role of artificial intelligence and human collaboration within cloud environments. This framework covers artificial intelligence simulation of human browsing, sharing navigational control, and automated redaction of sensitive content. These patents provide a foundation for deploying AI agents in highly regulated environments such as insurance and healthcare. Real-world use demonstrates a measurable impact, including increased patient satisfaction and improved form completion rates, which shows the operational and patient care benefits of the solution. This intellectual property creates a framework that enables the autonomous behavior of agents while providing the governance-ready foundation needed to make that autonomy viable and trustworthy in a regulated industry.  

The Agentic AI Era

What Is Agentic Artificial Intelligence?

Artificial intelligence is rapidly evolving, with the latest wave centered on agency. Agentic artificial intelligence describes systems capable of achieving outcomes independently by pursuing complex goals, making decisions, and executing multi-step processes. Rather than simply waiting for commands, these systems perceive their environment, reason through problems, and act autonomously, functioning much like a human employee. Interest in this technology has surged, with searches for the term increasing over 640% in just six months.

Agentic AI differs from traditional automation, such as robotic process automation and static machine learning, which follow rigid rules and cannot adapt to new information or handle exceptions. In contrast, agentic systems learn from experience, adapt to real-time feedback, and self-optimize, which enables them to manage complex, end-to-end processes.

It is also distinct from generative artificial intelligence systems. While generative AI creates content based on prompts, agentic AI acts: it plans, decides, and executes sequences of actions to achieve specific outcomes, continuously adjusting based on environmental feedback. This shift turns technology from a passive assistant into an autonomous actor and changes insurance workflows from speed-focused improvements to fully autonomous operations.

Core Components of an Agent

Agentic artificial intelligence relies on a framework of interconnected technologies:

• Large Language Models (LLMs): Provide reasoning and communication capabilities, which allow the system to process complex instructions and unstructured text such as emails or claims narratives.
  
• Natural Language Processing (NLP): Interprets intent, context, and meaning within text inputs.
  
• Machine Learning (ML): Identifies patterns, predicts outcomes, and continuously improves system behavior.
  
• Reinforcement Learning: Optimizes strategies by teaching the system which actions lead to favorable outcomes based on past decisions.
  
• Memory Systems: Retain knowledge from previous interactions to ensure consistent and adaptive performance across related tasks.
  
• APIs and System Integration: Connect the agent to internal and external platforms, such as policy administration systems, CRM databases, or external records, thus, enabling secure end-to-end automation without manual intervention.

Agentic AI in Action

The adoption of agentic artificial intelligence is significantly reshaping the insurance industry by enabling new levels of operational efficiency and customer engagement. The system’s independent decision-making and adaptability position Agentic AI as a vital strategic advantage for insurers.

Customer Experience

Agentic AI transforms the customer journey by creating highly personalized, proactive, and responsive interactions. Rather than rely on static underwriting, agents can analyze an increasingly diverse set of real-time data sources, including telematics, social media, and open banking data. By leveraging dynamic risk assessment, insurers can design accurate, personalized policies and provide customers with tailored solutions exactly when they need them.

For support, artificial intelligence-powered digital assistants can now provide immediate, round-the-clock service, guiding customers through policy selection, claims processing, and billing inquiries. Agentic assistants, unlike basic chatbots that follow a rigid script, evaluate a customer’s intent, tone, and emotional state to provide more adaptive and intelligent interactions. They can handle end-to-end service flows, from helping a customer compare policies to filing a claim and tracking its approval in a single conversation. By providing continuous, data-driven engagement, the system builds trust and loyalty and converts transactional interactions into proactive partnerships.

Additionally, agentic systems streamline complex and often frustrating processes such as customer onboarding. By automating document verification, identity checks, and Know Your Customer compliance, the technology significantly reduces administrative friction and accelerates the sign-up process. The ability to run these checks in the background allows genuine customers to receive quick approvals while maintaining a transparent and secure experience.  

Operational Efficiency

One of the most compelling applications of agentic AI is its ability to accelerate critical back-office processes, particularly in underwriting and claims. In underwriting, agentic systems simplify complex data handling by organizing inputs from sources such as medical records, wearables, and financial data, which equips underwriters with a clear, holistic applicant profile. This enables straight-through processing for low-risk cases while intelligently routing more complex applications for human review, thus dramatically reducing turnaround times and operational costs.

The benefits are equally pronounced in claims processing. Agents can autonomously handle the entire claims lifecycle, from the First Notice of Loss to final settlement. They can ingest and contextualize both structured and unstructured data, such as customer emails, police reports, and even body camera footage. This capability to learn and adapt allows them to handle the types of complex exceptions that would derail traditional systems. This has a measurable impact on efficiency, with some insurers reporting a 50-70% reduction in average claims cycle time. The automation of these processes allows human professionals, such as claims adjusters and underwriters, to focus on complex tasks that demand strategic judgment and transform their role from data processor to decision-maker.

By automating repetitive tasks and reducing manual errors, agentic AI minimizes operational costs and enhances overall productivity. This efficiency allows companies to scale their operations without a corresponding increase in workforce, ultimately creating a new operational model where human and artificial intelligence agents work together as a cohesive team.  

Trust and Security

Agentic AI provides a new layer of security and resilience by moving from a reactive defense model to a proactive, real-time threat-prevention framework. Insurance fraud is a persistent and costly issue. By analyzing patterns and anomalies across large, diverse datasets in real time, agentic systems detect suspicious claims much faster than human reviewers. This proactive approach allows insurers to flag potentially fraudulent activity at the application stage, thus minimizing financial losses and keeping premiums more competitive for all customers.  

Beyond fraud, agentic artificial intelligence also helps insurers manage the resource-intensive process of data handling. It can ingest data from disparate sources, standardize and clean it, identify inconsistencies, and ensure the data is appropriately organized for analysis. In a highly regulated industry, this is crucial for maintaining compliance. Agents can automate compliance monitoring, while ensuring adherence to rules and flagging issues as they arise, which builds a more secure and resilient business model.  

Charting the Future with Agentic AI

Agentic AI is not merely a buzzword; it is a transformative force for the insurance industry. The companies that embrace this technology will gain a decisive competitive advantage by achieving new levels of operational efficiency, enhancing customer loyalty, and fortifying their businesses against risk. This is a “sink-or-swim moment” for the sector, and the companies that do not adopt these capabilities risk becoming irrelevant.  

Agentic AI is most effective when it functions as a virtual assistant, handling the heavy lifting of data analysis and routine tasks, thus freeing human experts to apply their judgment to complex, value-adding activities.  

For insurers seeking to implement these transformative systems, selecting a partner with a deep, proven understanding of the technological aspects of agency is critical. Samesurf provides the foundational, patented technology required to build and scale agentic systems securely and transparently. By enabling both the autonomous behavior of agents and the secure supervision of human and artificial intelligence collaboration, Samesurf is positioned as the strategic partner for insurers ready to navigate this new era and establish a lasting competitive edge.

Visit samesurf.com to learn more or go to https://www.samesurf.com/request-demo to request a demo today.