NorwayFinance and insurance2025 – ongoingGjensidige Forsikring
Eva, Sofie and Frank AI agents for claims coordination
Gjensidige introduced AI claims agents targeting up to 70% of individual customers' claims
Problem
Rising claims volumes increased Gjensidige's backlog. Meeting the demand by adding staff threatened to raise costs.
Approach
Gjensidige introduced Eva as a customer access point available around the clock. Sofie coordinated internal casework communication, while Frank handled communication with external claims partners. An executive described these agents as already working for the insurer in April 2025.
Results
Takeaway
The agents covered different relationships in claims handling. The insurer had not reported an achieved claims-handling rate.
Categories
- Industry
- Finance and insurance
- Business function
- Customer serviceProduction and quality
- Innovation type
- Process innovation
- AI technology
- AI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
NHH reported a Gjensidige executive's account of agents serving customers and coordinating casework. Eva's ambition to handle up to 70% of individual customers' claims remained a target.
Full details are in the original sources.
