Expert.ai is an enterprise AI solutions provider specializing in hybrid AI that helps insurance organisations understand data and make better decisions across a wide variety of use cases. The company emphasizes a responsible, practical, and human-centered approach to AI, ensuring their solutions help carriers, MGAs, brokers and TPAs boost performance, reduce risk, and scale with confidence.
The ongoing rise of artificial intelligence within the wider financial services sector is driving fast-paced transformation like never before. Many organisations are transforming their entire product roadmap, understanding that AI is no longer a desirable add-on, but a necessity in a world where being able to compete means having AI on your product stack.
The insurance landscape, particularly on the property and casualty (P&C) side, is no different, and is currently undergoing a rapid transformation driven by the integration of AI. Many insurance firms are heeding this transformation, with a survey earlier this year by the Bank of England finding that 75% of firms are already using AI, with foundation models accounting for 17% of all use cases.
Expert.ai’s “EidenAI Suite” is designed to address critical pain points across the entire insurance continuum, from underwriting and claims, to policy servicing and premium audit.
Tackling key underwriting challenges
According to Nick Carter, Senior Sales Director at Expert.ai, the industry is seeing a fast acceleration of technology adoption that is enabling underwriters to get the information they need to make quicker and more accurate decisions.
The shift is especially critical for the commercial lines side of the market, where complex, middle market and large accounts still rely on broker email submissions with vast amounts of unstructured data trapped in documents. Expert.ai leverages a hybrid AI approach to address these challenges, bringing advanced technology to underwriting organizations of any size.
According to Carter, the firm’s technology reads full broker submissions and associated documents, understands their intent, and extracts the critical information and insights needed for underwriting and rating, delivering it to the underwriter quickly, accurately and consistently.
For organizations that might offshore these data entry tasks to BPOs, they will also see much faster response times and greater accuracy using Expert.ai’s technology, as well as significant cost savings as emerging economies face wage pressure. Technology is the only real way to scale in this space.
Expert.ai’s processes save underwriters from having to manually search for information within unfamiliar application forms and questionnaires, a time-consuming and expensive task that has been a problem for decades.
Every part of the process is backed up with a custom human-in-the-loop (“HITL”) process, enabling underwriters to interact with the solution and trust the output. This HITL component is key in ensuring models continue to learn as well as providing full explainability.
Claims Reimagined
For claims workflows, Expert.ai’s technology interrogates thousands of document types, associating them with a specific claim file and making them available to the adjusting teams through their claims management system. Claims leakage is often a product of slow, manual indexing workflows and Expert.ai’s technology alleviates this with near real time processing and on-demand scaling during times of unusual activity, such as CAT events. The solution can handle huge volumes of documents extremely quickly and works 24/7/365.
Accurately identifying, classifying and indexing claim documents is particularly crucial for legal documents. According to Carter, a high percentage, estimated at over 20%, of legal demands are miscategorized by human indexing teams as “general legal correspondence.” The AI’s ability to quickly identify and categorize these documents, such as a time-limited demand from an attorney, and route them to an adjuster is a key benefit that helps carriers avoid issues like bad faith litigation that drives up claims cost.
The technology also helps with policy servicing by quickly processing endorsement requests from insureds. Turning these around quickly is a critical component to creating a strong bond between the carrier, the insured, and the agent, as poor service is a common reason for insureds to leave their carrier.
A proven hybrid AI approach
With an influx of new technology companies and “shiny objects” creating buzz and confusion, Expert.ai believes it stands out by taking a consultative approach and a proven track record of success with many notable customers across multiple geographical markets. New AI companies seem to be appearing almost daily, with few of them seemingly having any real insurance market experience. In a highly specialized, risk averse and regulated industry, experience matters.
Expert.ai doesn’t believe in a one-size-fits-all solution, instead opting to use a mixture of technologies, including LLMs, generative and agentic models, alongside a neuro symbolic or “good old fashioned” AI approach.
According to Carter, this hybrid method, based on the specific use case and the customer’s needs, results in better accuracy. It also provides a significant cost advantage. “Every time you use a highly complex generative model or a large language model, there’s a cost associated with it,” Carter explained, noting that a hybrid AI approach leads to a lower overall cost for the customer.
Looking to the future
Innovation and change within the insurance industry is moving at a breakneck pace currently, with AI being a key driver of this disruption. Whilst a long-term look into the future may be hard to predict, what is next for Expert.ai and what are its future plans?
Carter outlined that Expert.ai has teams focused on research and development to stay ahead of the curve, always balancing innovation with regulatory and compliance requirements. The company is actively developing new features to serve up information and workflow capabilities for a multitude of use cases.
One area of significant advancement is real-time multimodal AI. With new models capable of combining text, voice, and image data, Expert.ai is pushing boundaries to instantly interpret complex submissions, photos, and audio notes, delivering underwriting and claims teams a single, consistent output stream that unlocks faster, smarter decision-making at scale.
Carter concluded, “We work in partnership with our customers, trying to understand what is the unique, next piece of data or insight that you need, what is the next service that we can potentially offer? From here, we’ll bring the technology to the market to help create that. We don’t just create product offerings for the sake of it – everything we work on has to have immediate P&L impact for our customers. We always want to be laser focused here on ultimately, serving our customers and their needs, so they can better serve their stakeholders.”
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