COVU has launched COVU OS, a new AI-native operating layer designed to transform how insurance agencies manage service requests and operational workflows.
The platform forms the core of COVU’s broader operating stack for insurance distribution and is designed to rebuild agency workflows around structured tasks rather than layering AI onto existing processes.
COVU OS converts inbound service requests into defined tasks and automatically routes them to the appropriate execution layer, including AI agents, licensed insurance professionals or offshore support teams, depending on cost, compliance requirements and complexity.
The company says the system addresses a longstanding operational challenge within the insurance distribution market, where agencies often rely on fragmented processes such as email-based requests, manual triage and disconnected handoffs.
According to COVU, the average independent agency spends between 50% and 70% of its resources on servicing policies, while operating with 20–25% EBITDA margins. A mid-sized agency managing around 10,000 policies may process as many as 100,000 service transactions annually, many of which are still handled manually.
Ali Safavi, Founder and CEO of COVU, said:“Insurance agencies have been trying to modernize for more than 20 years. The missing piece was never smarter software or better AI. It was an operating layer that actually runs the work. COVU OS is that layer.
“It takes every service request, breaks it into structured tasks, routes each one to the right execution layer and learns from every outcome. The result isn’t incremental efficiency, it’s a fundamentally different cost structure and a fundamentally better operation. We’re not selling a tool. We rebuilt the workflow itself.”
The platform acts as a central orchestration layer within COVU’s broader operating stack, which also includes tools such as VERO, Connect, Service Engine, Markets and Capital.
By structuring work at the task level, the platform allows agencies to monitor operational performance in real time, including metrics such as cost per task, time to resolution, escalation frequency and workload distribution.
COVU OS is already live across dozens of agencies serving tens of thousands of customers.
In its first 30 days of production, the system processed more than 150,000 tasks across 230 task types spanning over 50 lines of insurance. The company reports a 4.77 out of 5 customer satisfaction score, placing it among the top performers in the industry.
The platform also enables significant cost efficiencies. For example, a certificate of insurance request that typically costs the industry $10–$15 and takes around 44 minutes can be completed through COVU OS in minutes at a cost of under $2, according to the company.
COVU says the economics of the system improve as more workflows move onto the platform, enabling agencies to reserve licensed staff for tasks that legally require human expertise while automation handles routine operations.
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