What challenges did Zurich Insurance Group face before AI implementation?

Manual claims processing burdens staff and delays payouts. Underwriters face data silos and inefficient workflows. Customer queries overwhelm support teams, limiting personalisation. Compliance requirements increase process complexity. Insurers seek to cut costs while maintaining service quality.

What was the impact of the AI solution?

Markerstudy Group saved approximately 7,500 working days and four minutes per claims call for 300 handlers. Agents handle up to 60% of customer questions (Nsure.com). Reduced claims processing time from weeks to hours. Improved customer satisfaction and regulatory compliance. Freed case workers to focus on complex claims.

Source

MicrosoftLive sourceProductionEvidence: Medium60/100

UK Insurers streamline claims and underwriting with autonomous AI agents

Use case typeFraud detectionUpdated Jun 13, 2026

UK insurance industry leaders are leveraging autonomous AI agents powered by Microsoft Azure OpenAI to drive transformation across underwriting, claims, and customer service. By implementing AI-enabled agents, companies automate data extraction, automate compliance checks, and provide real-time support to both customers and staff. Zurich Insurance Group has deployed Azure OpenAI for faster, more accurate risk evaluations in underwriting. Markerstudy Group introduced a claims summarisation app saving thousands of working days, while DOMCURA's 'Claimens' agent supports callers with claim submissions. Nsure.com integrated a customer copilot using Microsoft Fabric for claims, payment, and policy interactions. These innovations collectively reduce manual workloads, accelerate decision-making, and deliver more personalised experiences, while Microsoft ensures trustworthy and secure operations through responsible AI principles.

Organization: Zurich Insurance Group
Industry: Insurance
Location: United Kingdom
Published: May 2025

Reported outcomes

60%

quantified impactOther quantified impact

Strategic outcomes

New product / capabilityDeployed AI agents for claims and underwritingRisk & complianceAutomated compliance checksCustomer experience & trustImproved customer satisfaction and serviceSpeed & agilityAccelerated claims processing workflows

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Quantified impact: 60%

Microsoft Industry Blog UKMay 1, 2025Blog postInferred claimMedium evidence strength

Agents handle up to 60% of customer questions (Nsure.com).

Last evidence check: Jul 22, 2026

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Zurich Insurance Group, Markerstudy Group, DOMCURA, Nsure.com
Provider: Microsoft
Maturity: Production
Linked source: Microsoft Industry Blog UK

Zurich Insurance Group has deployed Azure OpenAI for faster, more accurate risk evaluations in underwriting

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 5

1claims processing
2underwriting automation
3customer support agent

Manual claims processing burdens staff and delays payouts.
Underwriters face data silos and inefficient workflows.
Customer queries overwhelm support teams, limiting personalisation.
Compliance requirements increase process complexity.
Insurers seek to cut costs while maintaining service quality.

Deployed Azure OpenAI-powered agents to automate claims and underwriting tasks.
Markerstudy Group implemented a claims summarisation app for handlers with Azure OpenAI.
Zurich Insurance uses Azure OpenAI for risk evaluations and compliance checks.
DOMCURA launched 'Claimens' AI agent for customer support in claims intake.
Nsure.com incorporated a customer copilot drawing on Microsoft Fabric for payment and policy queries.

Technologies

Azure OpenAI Azure AI Copilot Microsoft Fabric

Markerstudy Group saved approximately 7,500 working days and four minutes per claims call for 300 handlers.
Agents handle up to 60% of customer questions (Nsure.com).
Reduced claims processing time from weeks to hours.
Improved customer satisfaction and regulatory compliance.
Freed case workers to focus on complex claims.

Architecture

Multiple agent types automate distinct steps: one extracts policy administration data, another processes medical or claims information. Azure OpenAI provides the core intelligence, Microsoft Fabric supplies integrated data for copilots, and AI agents interface with customer channels (chat, voice, apps) to automate tasks from intake to processing.

Sources & evidence1

Evidence: Medium60/100Evidence strength