Normalized claim
Quantified impact: 40% increase
Increased lead quality by 40%.
Zurich Insurance Group Improves Claims Automation and Customer Engagement
Use case typeClaims automationUpdated Jun 13, 2026
Zurich Insurance Group implemented Microsoft Dynamics 365 Sales and Customer Service solutions across its operations in Switzerland, Germany, and Brazil. The platform, integrated with Power Platform and Copilot Studio, has transformed customer engagement and operational efficiency. The AI-powered system automates claims processes, enhances ticket creation, and enables personalized, multi-language customer communications. As a result, Zurich experienced a significant increase in lead quality and improved client experiences. Customer service representatives can now resolve claims much faster, with less manual effort and screen hopping, leveraging AI and workflow automation directly within their CRM environment. Email communications and approval decisions are generated in multiple languages using AI, supporting Zurich’s global client base. The solution, actively in use in Zurich Brazil (Z-Chamado and Z-Atende), allows customers, brokers, and staff to efficiently create tickets and resolve assistance cases. The implementation has set a new standard for digital customer service, improving scalability and reducing customer churn.
- Organization
- Zurich Insurance Group
- Industry
- Insurance
- Location
- Switzerland
- Published
- January 2025
Reported outcomes
Quality: +40%
Quality & accuracy
Time: Up to 3×
Catalog median for quality & accuracy deployments: +40% across 55 reported metrics. Compare benchmarks →
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Time: 3 x increase
Significantly reduced claims processing times (up to 3x faster resolution).
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Zurich Insurance Group
- Provider
- Microsoft
- Maturity
- Production
- Linked source
The platform, integrated with Power Platform and Copilot Studio, has transformed customer engagement and operational efficiency
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 3
- 1Automated Claims Processing for Insurance
- 2AI-powered Multi-language Customer Communication
- 3CRM-Integrated Claims Automation
- Deployed Microsoft Dynamics 365 Sales and Customer Service across Switzerland, Germany, and Brazil.
- Leveraged Power Platform and Copilot Studio to automate workflows and customer communications.
- Implemented AI-driven claims management, including multi-language email generation and automated ticketing.
- Enriched CRM with full context integration (account, product, claim status), unifying customer information.
- Increased lead quality by 40%.
- Significantly reduced claims processing times (up to 3x faster resolution).
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Quantified outcome available
- Technical implementation details available
Published: Jan 16, 2025Publisher: LinkedIn
AI-generated summary. Verify important details with the linked sources before relying on this case.
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