Synapse Fusion · Insurance
Less re-keying, more time for risk and customers.
Insurance work moves through documents: broker submissions, survey reports, policy wordings, claims files and regulatory reports. AI can read, sort and draft much of that material so underwriters, claims handlers and brokers spend more time on judgement and on people. Pricing, cover and claims decisions stay with your staff.
Where the time goes
Where the hours go today
Across insurers, brokers and claims administrators, much of the day goes on moving information from one document or system to another.
Submissions in every format
Brokers send schedules, emails and attachments that underwriting assistants re-type before an underwriter can look at the risk.
Heavy claims files
Claims handlers read reports, invoices, photos and letters to build a picture of each claim and keep the customer informed.
Wordings and endorsements
Teams compare policy wordings and endorsements by hand to answer coverage questions.
Regulatory reporting
Solvency II and conduct reporting ask for long narrative sections on top of the numbers, written under deadline.
What AI can take on
Six places to start.
In every case, AI prepares and a person checks and decides. The value comes from your people knowing where to use it, and measuring what it gives back.
TodayAssistants read broker emails and schedules and type the details into the underwriting or broking system.
With AIAI can extract insured details, locations, limits and loss history into a structured form and list what is missing. Staff check each field before it goes into the system.
Faster quotes and fewer chasers back to the broker.
TodayUnderwriters read long survey reports and compare wordings before deciding terms.
With AIAI can summarise the report, highlight risk features and compare a wording with the standard one. The underwriter reviews the source and decides the terms and price.
More underwriting time spent on the risk itself.
TodayHandlers read every document in a growing file and write updates to customers from scratch.
With AIAI can sort incoming documents, summarise the file to date and draft a clear update letter. The handler checks the facts, decides on cover and settlement, and sends.
Quicker updates for customers and less time rebuilding the story of each claim.
TodayFinance and actuarial teams write the narrative sections of regulatory and board reports by hand each cycle.
With AIAI can draft the narrative from the approved figures and last period's report, and point out what has changed. The responsible owners check every statement before sign-off.
Reporting cycles with less last-minute writing.
TodayComplaints are read and categorised by hand, and new rules are read in full to see what changes.
With AIAI can suggest a category and priority for each complaint and summarise new rules against current policies. Compliance staff confirm the classification and decide the response.
Faster first handling and a clearer view of recurring issues.
TodayStaff search product guides, wordings and procedures, or ask a senior colleague.
With AIAn assistant can answer from the firm's own approved documents and show the source. Staff follow the source, and document owners keep it current.
New staff get up to speed sooner and experts are interrupted less.
Rules that apply
Clear limits, from day one
Insurance supervisors already expect sound governance of models and data, and AI fits inside that.
- Pricing and cover decisions stay with people. Under the EU AI Act, AI used for risk assessment and pricing of individuals in life and health insurance is classed as high-risk, with obligations applying on the timetable as amended in 2026. The uses on this page support staff with documents; underwriters and claims handlers decide.
- Governance under Solvency II, DORA and US rules. Solvency II requires an effective system of governance, and DORA has applied to EU insurers since 17 January 2025 for ICT risk and technology suppliers. In the US, the NAIC adopted a model bulletin on insurers' use of AI in December 2023, and many states have adopted it; it expects a written AI programme and controls against unfair outcomes.
- Policyholder and health data. Claims and underwriting files often hold health and other sensitive data with stricter protection under data protection law. Such data goes only into tools the firm has approved, under rules agreed with IT and the data protection officer.
A sensible start
Small, measured, owned by your people.
- 1
Start with one document-heavy flow
Pick one area such as submission intake or claims correspondence, where the work is reading and writing rather than deciding.
- 2
Agree what to measure
Record how long the work takes today so the time given back can be shown, not assumed.
- 3
Train people on their real cases
Show underwriters, handlers and brokers how to use approved tools on their own work and how to check the output.
Questions
What people in insurance ask first.
Will AI set prices or decide claims?
No. The uses we describe help staff read and write faster. Pricing, cover and claims decisions stay with your people. Whether a specific AI use falls under the EU AI Act's high-risk rules for life and health insurance depends on what the system is used for, so your legal and compliance teams confirm the classification of each use.
Can we use AI with health or claims data?
Only in tools your IT and data protection teams approve, with the data rules agreed before anything starts. Many useful first steps need no sensitive data at all.
We are a broker or claims administrator, not an insurer. Does this apply to us?
Yes. Brokers and administrators carry much of the document work in the market, and the same approach applies: AI drafts and sorts, your people check and decide.
Explore another view
Sources: EIOPA, Report on the digitalisation of the European insurance sector, 30 April 2024 · EU AI Act, Annex III (high-risk AI systems), point 5(c) · Lewis Silkin, The Digital Omnibus on AI enters into force today, 27 July 2026 · EIOPA, Digital Operational Resilience Act (DORA) · NAIC, Implementation of NAIC Model Bulletin: Use of Artificial Intelligence Systems by Insurers (status as of 8 October 2026) · NAIC, Artificial Intelligence (insurance topic page)
Your move
You’re already paying for AI. Let’s make it pay you back.
Start with a conversation. Tell us what concerns you about AI in your organisation. We will listen, answer with practical solutions and propose a path forward that fits. Or write to jacques@synapse-photonics.com.
