GIC Underwriters Leverages Indemn’s Generative AI Agents to Answer Broker Inquiries
GIC Underwriters Slashes Email, Phone, and Live Chat Traffic by 46% in 60 Days Using Indemn’s Generative AI Agents to Answer Broker Inquiries
New case study highlights how generative AI helped GIC Underwriters to free up customer service representatives during peak phone hours and quote more new business by automatically answering broker questions about risk appetite, coverage details, and quote generation
New York, NY (Jan. 23, 2025) – Indemn AI, a conversational insurance platform powered by Gen AI, and GIC Underwriters, a wholesale broker & MGA, is pleased to announce the release of a new case study demonstrating how Gen AI is improving the broker experience and helping GIC to scale its high service standards.
GIC Underwriters, based in Miami, Florida, offers commercial and personal lines products in Arizona, Florida, Georgia, and Texas. The company attributes its 30 years of success to superior customer service and a commitment to meeting the needs of its brokers.
Before engaging with Indemn AI, GIC built a well known chat system that their team of six customer service representatives (CSR) used to respond to broker questions. While this tool was popular with brokers, GIC knew AI could help them respond to more broker inquiries by automatically answering frequently asked questions about:
- Risk appetite
- Quote generation
- Coverage details and more
“Service is king when it comes to helping consumers purchase insurance and for brokers to sell it,” explained Juan Carlos Diaz-Padron, Chief Underwriting Officer at GIC Underwriters.
After doing some research, GIC came across Indemn’s broker portal assistant. What attracted GIC to Indemn was the Insurtech startup had already done the heavy lifting by building an out-of-the-box AI solution.
To get started, Indemn AI worked closely with GIC Underwriters to turn marketing materials, appetite documents, and other company documentation into an insurance specific knowledgebase.
After creating a knowledge base, GIC set up a sandbox environment to test the accuracy and performance of its AI agent. Once the AI agent was ready, GIC embedded a single line of code into their broker portal pages.
As brokers typed questions into GIC’s chatbot, the AI agent automatically searched from the knowledge base to generate answers. If a question fell outside of the knowledge base, brokers were immediately routed to one of GIC’s CSRs so they could assist.
“It was very important to us that if a broker wanted to talk to a human, Indemn’s system could connect them with a CSR fast,” recalled Diaz-Padron. “With Indemn’s platform, there was no pushback, no frustration – just immediate help when needed.”
To help refine the model’s results, GIC took advantage of Indemn’s “Copilot” feature, which allowed CSRs to join AI agent chats and provide real-time feedback by annotating responses. This feedback reduced AI hallucinations by 95% and allowed GIC to maintain a personal touch by generating responses in the company’s voice.
After GIC went live, the results were immediate. In the first 5 days, Indemn’s AI agent answered 19% of all broker inquiries. After 60 days, Indemn’s AI agent answered 46% of broker inquiries with 95% accuracy.
“Initially, we planned to test Indemn’s chatbot for a week, so we could work out any bugs. However, our test went so well we left it on our site, and we haven’t looked back,” said Diaz-Padron.
In addition to reducing broker FAQ inquiries, some of the other benefits GIC saw included:
- Higher service marks across the board
- Increased broker satisfaction with 24/7/365 instant responses
- CSRs were freed up to focus on more important underwriting tasks
“This case study is an excellent example of how Gen AI is helping forward-thinking insurers like GIC Underwriters to build a more scalable and resilient business, said Kyle Geoghan, CEO & Co-Founder, Indemn AI. “One of the benefits of our platform is that we capture insights from every interaction. Going forward, GIC can use this information to continually refine their workflows, create new capabilities for phone and email channels, and quote more new business.”
To read GIC Underwriters’ complete case study, download a copy at www.indemn.ai (no registration required) or email [email protected].
About GIC Underwriters
GIC Underwriters is a wholesale broker and MGA offering commercial and personal lines products in Arizona, Florida, Georgia, and Texas. GIC Underwriters attributes its success to 30 years of superior service, conservative underwriting, and a commitment to meeting the needs of our agents. The company prides itself on its market knowledge and for being an early adopter of technology, so it can provide a better experience to its producers and policyholders. For more information, visit www.gicunderwriters.com.
About Indemn AI
Indemn, Inc., empowers MGAs, insurers, and agents to transform engagement and streamline operations with Generative AI. The platform’s customizable AI Studio enables businesses to design and refine AI agents tailored to their unique needs, while its human-in-the-loop Copilot ensures compliance and continuous improvement. Supporting seamless, multi-channel communication, Indemn AI delivers proven, production-ready AI agents that drive real digital transformation across the insurance industry. To learn more, visit www.indemn.ai.
Source: GIC Underwriters via Paul Ptashnick PR
Tags: Artificial Intelligence (AI), automation, Brokers, Case Study, chatbot, independent agents, InsurTech, Transformation, United States (USA), virtual assistant