Insurance companies are changing the way they handle routine tasks by mixing artificial intelligence (AI) with human help. Instead of relying solely on AI or outsourcing work to business process outsourcing (BPO) teams, many insurance carriers and managing general agents (MGAs) are now using both together. This new approach is speeding up work, cutting costs, and improving accuracy.
The idea is simple: let AI handle repetitive, rule-based jobs, like sorting emails or extracting information from forms. Then, have trained BPO teams review those AI results to catch any errors, fill in missing details, and manage tricky cases that AI might miss. This combination means companies can get more done without hiring extra staff and still keep everything compliant and under control.
A practical example comes from a program carrier working with several MGAs. They were dealing with too many submissions and endorsement requests to handle efficiently. By using AI to sort and tag incoming documents and letting BPO staff check and complete the work, they tripled how many submissions they could process. Plus, endorsement handling got 60% faster. All this happened without adding new full-time employees, and the system integrated smoothly with the company’s AMS360 software.
This approach works best in busy, semi-structured workflows like submission triage, endorsements, certificate of insurance (COI) requests, renewal preparations, and audit support. For instance, AI can classify requests and pull details, while human teams verify and push the information into various insurance systems.
Experts say AI alone can struggle with understanding context or handling unusual cases, which is why human oversight remains important. The blend of technology and human work not only speeds things up but also keeps the process accurate and compliant.
The setup is also customizable to fit a company’s specific needs and can be up and running in about one to two weeks. All activity is tracked to ensure compliance with strict standards.
In short, putting AI and BPO teams together is proving to be a better way for insurance operations. It helps companies handle more work, faster and cheaper, while still keeping a careful eye on quality. The future, it seems, isn’t about choosing between AI and humans — it’s about using both.