What was once seen as a future promise is now redefining every layer of the insurance business. AI is no longer a distant concept - it is actively reshaping how insurers operate, make decisions, and serve their customers. An industry once known for its conservative processes and complex legacy systems is rapidly evolving towards automation, intelligent agents, and fully digital customer journeys. From policy and claims management to risk assessment and personalized service, AI has become the driving force behind this latest transformation of the insurance sector.
AI is not just another technology upgrade; it is a strategic necessity that more companies in this market are beginning to recognize and actively pursue. In today’s globalized environment, customers – no matter where they are – expect fast, transparent, and seamless services, while businesses strive for efficiency, scalability, and agility. Digitalization makes this possible, but AI truly accelerates the process.
Sirma’s Expertise in AI and Insurance
Sirma has decades of experience designing and deploying AI solutions - long before the idea of fully integrating artificial intelligence into existing information systems gained wide public traction and before businesses showed readiness to adopt it at scale.
Our added value - beyond simply focusing on the technology side of AI - lies in our ability to combine deep expertise in the most suitable AI tools and technologies with an equally profound understanding of the insurance business. Here are some key areas where our clients can leverage AI:
- Claims Processing Automated management of insurance claims reduces processing time from days to minutes. By using AI to extract data from documents, assess damages, and direct cases through optimized workflows, processes are significantly optimized and overall efficiency increases. Computer vision technology further supports the evaluation of photos of damaged property or vehicles.
- Customer Experience and Engagement One of the most popular applications of machine learning and natural language processing (NLP) is found in chatbots and virtual assistants that provide customers with 24/7 support. These include answering policy-related questions, assisting with claim registrations, or offering advice when purchasing insurance. NLP improves the efficiency of call centers and automates responses across digital channels. In addition, hyper-personalization makes it possible to create individual offers, messages, and experiences based on each customer’s behavior and preferences.
- Product Development and Innovation One of the areas that opens up numerous opportunities for growth of the insurance business is the analysis of market and customer data. The insights and recommendations provided by analytical tools help identify trends and unmet needs, enabling faster and more targeted creation of new products. Simulation and modeling tools allow insurers to test new product scenarios before launching them on the market.
- Sales and Distribution AI-based systems help evaluate potential customers and create recommendation mechanisms that enable agents to focus on the most promising sales opportunities. Enterprise CRM platforms powered by AI support cross-selling and upselling through precise targeting and personalized communication.
Sirma Enterprise AI - Security, Flexibility, and Full Data Control
- Enterprise-grade AI platform Our proprietary Sirma Enterprise AI platform enables insurance companies to design, deploy, and scale intelligent AI agents and autonomous workflows tailored to their business.
- Full control over sensitive data A major differentiator is the platform’s ability to run fully on-premise with locally hosted AI models, ensuring that confidential insurer data never leaves the company’s network - a critical advantage in a sector where data security and regulatory compliance are essential.
- Flexible model deployment Supports both cloud-based AI models (e.g., OpenAI, Google, Anthropic) and local open-source models, giving insurers the freedom to choose the optimal approach for each use case. Local or private-instance models can be used for personal policyholder data or confidential business information. Cloud models can be applied to less sensitive, general tasks where scalability and cost efficiency are priorities.
- Integrated process automation For our insurance solution Sirma InSuite, the platform integrates with technologies such as Creatio for process automation, while its core value comes from Sirma’s proprietary AI capabilities and deep sector expertise.
- Deep industry and technology know-how By combining decades of AI development experience with an exceptionally detailed understanding of insurance processes and challenges, Sirma helps companies automate mission-critical operations (including claims management, risk assessment, and customer service), while ensuring end-to-end data security and full regulatory compliance.
Interested in transforming your insurance business with AI? Contact us at info.insurance@sirma.com or browse our page www.sirma.com
