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The challenge: Scaling personalized support in embedded insurance

As embedded insurance grows from a $210 billion market in 2025 to a projected $950 billion by 2030, both insurance carriers and their brand partners face an unprecedented challenge: how to deliver personalized, 24/7 customer support at scale without exponentially increasing costs.

Traditional support models are breaking under the strain. Customers expect instant answers whether they're purchasing coverage on a website at midnight or filing a claim through their mobile app on a Sunday. Meanwhile, support teams are drowning in repetitive inquiries about coverage details, policy status, and basic claims questions. These tasks consume valuable human expertise better deployed on complex issues.

For customer experience leaders watching support costs climb while satisfaction scores plateau, and for insurance carriers trying to differentiate their embedded offerings to brand partners, the status quo is unsustainable.

An agentic solution: Intelligent support across the customer journey

Through years of partnering with leading carriers and brands in the embedded insurance space, Sure has gained unique insights into how modern agentic technology transforms insurance support across four critical touchpoints:

1. Intelligent conversational agents for purchase and support

Smart agents serve as the first line of engagement, whether customers are exploring coverage options on an insurance page or seeking help in a support portal. Built on advanced RAG (Retrieval-Augmented Generation) architecture, these agents don't just answer questions. They understand context and intent.

How it works: The smart agent leverages a comprehensive knowledge base built from years of support learning to handle everything from simple FAQs to complex questions. It provides support in over 30 languages for global customers and continuously improves and updates.

The result: Support teams can focus on high-value, complex cases while routine inquiries get instant, accurate responses around the clock. This dual approach ensures both operational efficiency and consistent customer experience across all touchpoints. Working with dozens of insurance programs has revealed that the most successful implementations combine domain-specific knowledge with adaptive learning capabilities, allowing the agents to understand nuanced insurance terminology while customer feedback scores improve.

2. Smart routing with sentiment intelligence

Not every inquiry can be resolved through self-service, and agentic technology can recognize the difference. Modern routing logic goes beyond simple keyword matching to understand both intent and emotion.

How it works: Dynamic routing uses a comprehensive knowledge base of customer intents and the desired behaviors that address those cases, whether that's FAQ responses, phone support, or ticket creation. Sentiment analysis detects frustrated customers and prioritizes their routing, while specific routing rules filter responses based on the customer's specific questions.

The result: Customers who need human support get it faster, while those with simple questions get instant resolution. This improves both efficiency and satisfaction.

3. Real-time CRM integration for seamless handoffs

One of the most powerful applications of agentic technology is its ability to act as an intelligent integration layer between insurance platforms and any CRM system. This isn't just about moving data. It's about creating a unified view of each customer's journey.

How it works: Real-time APIs activate for all major lifecycle events including quotes, binding, adjustments, and cancellations. The system provides comprehensive data sync including all necessary data. Policy status indicators help sales teams distinguish between acquisition and retention opportunities, while flexible integration architecture adapts to any CRM through AI-powered schema mapping.

The result: This flexible integration works with whatever CRM your support teams already know and love. No need to learn new systems or change existing workflows. The smart agent adapts to your tools, enriching them with real-time insurance data and customer insights. Through extensive work in the embedded insurance space, it's become clear that the most valuable integrations are those that enhance existing workflows rather than replacing them entirely, allowing teams to maintain their productivity while gaining new capabilities.

4. Agent-assisted email support with platform intelligence

The most innovative application combines agentic technology with Model Context Protocol (MCP) to create email responses that are both personalized and accurate.

How it works: The smart agent analyzes incoming customer emails to understand the core issue, then queries the insurance platform for specific customer details. It generates draft responses from scratch, enriched with relevant information, and routes these drafts to a collaborative workspace where support agents can refine and approve them.

The result: Support agents handle significantly more email volume while actually improving response quality, as every reply includes accurate and relevant information.

Implementation: Days, not months

Unlike traditional enterprise software that requires extensive IT resources and months of integration, agentic support solutions can be implemented in less than half a day. This rapid deployment is possible because:

• No changes to core insurance systems are required
• API-first architecture integrates seamlessly with existing infrastructure
• Pre-trained models understand insurance context out of the box
• Brand voice and routing rules are configured through simple prompts

The strategic advantage: Value across the insurance ecosystem

Transforming support operations

For teams managing customer support, smart agents transform cost centers into competitive advantages. By handling the repetitive 70% of inquiries automatically, support teams can focus on complex cases that build customer loyalty. Early implementations show significant improvements in both cost reduction and satisfaction metrics.

Enhancing partnership value

Insurance carriers using agentic support technology can offer more than just coverage. They provide a complete support ecosystem that reduces operational burden for their partners. This creates stronger, more valuable relationships across the entire distribution network.

Elevating customer experience

Whether embedding insurance into an existing product or launching a new insurance offering, smart agents ensure the experience remains seamless. Customers never abandon their purchase due to unanswered questions, leading to higher conversion rates and increased lifetime value. The agents maintain consistent brand voice across all touchpoints, from initial purchase through claims support.

Looking forward: The agent-enabled insurance ecosystem

As the insurance industry embraces agentic technology, with nearly 90% of insurers in some stage of implementation, the winners will be those who move beyond experimentation to deliver measurable business outcomes. Through extensive research and real-world application in the embedded insurance space, Sure has observed that a comprehensive agentic strategy provides:

• Immediate ROI through reduced support costs and improved efficiency
• Scalability that grows with your business without proportional cost increases
• Flexibility to adapt to new use cases and customer needs
• Partnership value that strengthens relationships across the insurance ecosystem

The question isn't whether to adopt agentic technology in insurance. It's how quickly you can implement solutions that deliver real value. With the right agentic capabilities, that answer is measured in days, not months, with results that transform both customer experience and operational efficiency.

Sure's platform has been at the forefront of this transformation, learning from implementations across diverse insurance programs and continuously refining these approaches based on real-world outcomes.