GlobalData: Agentic AI transforms insurance customer service

GlobalData: Agentic AI transforms insurance customer service

October 29, 2025

Artificial Intelligence

Agentic AI is reshaping customer service in insurance by enabling real-time, intelligent interactions while working alongside human agents.

Although its decision-making abilities make it a powerful support tool, industry experts agree that human oversight remains essential, as customers and insurers alike value the reassurance of a human presence to ensure accuracy, accountability, and trust in service delivery, says GlobalData, a leading data and analytics company.

Ben Carey-Evans, Senior Insurance Analyst at GlobalData, says: “Customer service is one area where AI is already having an impact on the insurance industry. Instantaneous responses and 24/7 availability are huge plus points that can significantly improve the level of customer service.”

Data from a poll*, conducted via GlobalData's Verdict Media sites in Q3 2025, reveals that nearly two thirds (64.3%) of respondents believed agentic AI will have a supportive role with humans in the background. A much-smaller proportion (18.4%) felt it would replace humans, which suggests this is a long way off at present.

It is clear from GlobalData’s 2024 Emerging Trends in Insurance Survey (Q3/4 2024, 5,500 respondents) that consumers are also more comfortable using AI if there is a human agent they can be put through to if need be (56.5% comfortable v 42.5% for no human agent involved). 42.9% of those not comfortable using AI (for a quote on premiums in this case) would be more comfortable with it if they could be put through to a human agent if they were not satisfied with the outcome.

This was the most-popular factor that would improve a consumer’s confidence. This emphasizes that consumers and industry insiders are aligned on the need for AI and insurance agents to work together for the foreseeable future.

Carey-Evans concludes: “The rise of agentic AI has increased the possibilities within AI in insurance. Critically, agentic AI can make decisions in real time and is not just giving responses based on a set of pre-loaded instructions. This means it has a better capability of answering customer issues in a live chat situation. This can therefore create a very-powerful customer service tool for insurers.

“It is clear from our surveys and polls that agentic AI will have a big impact in customer service which, for the time being at least, will be alongside human agents. Experts checking responses or being around in the background in case customers are not satisfied with the AI response is critical to a successful customer service process.”

*GlobalData’s 2025 poll was conducted on Verdict Media sites, Q3 2025, 97 responses.

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