Mr. Vineet Sharma, Chief of Staff,

Bajaj General Insurance Limited (formerly known as Bajaj Allianz General Insurance Co. Ltd.)

The General Insurance industry is entering a transformative phase powered by rapid advances in Artificial Intelligence. Among these developments, Agentic AI is emerging as a breakthrough that is redefining how insurers operate, serve customers, and manage risk.

Unlike traditional automation, Agentic AI is designed to observe, reason, decide, and act. It functions like a digital workforce that can work alongside human teams, enabling insurers to deliver faster, more accurate, and more consistent outcomes across the value chain.

A key advantage lies in operational efficiency. Agentic AI can manage high-volume, repetitive activities such as proposal form validation, document extraction, reconciliation processes, or customer query handling with near-zero error rates. This frees up human resources to focus on areas requiring judgement, empathy, and deeper risk understanding.

Customer service is another area seeing accelerated transformation. AI agents can instantly fetch policy details, interpret coverage queries, and guide customers through self-service journeys. With expectations rising for speed, simplicity, and transparency, these capabilities help insurers deliver a modern and frictionless experience.

Claims—long considered the “moment of truth” in insurance—stand to benefit significantly. Agentic AI can analyse images, hospital documents, repair invoices, or telematics inputs in real time. This improves accuracy, reduces leakage, and enables instant or near-instant claim settlement, which is becoming a competitive differentiator across the industry.

As regulatory frameworks evolve and insurers strengthen their responsible-AI practices, Agentic AI will become foundational to the industry’s growth. The opportunity now lies in how quickly insurers embrace this shift and redesign workflows to unlock the full potential of digital intelligence.