Zurich Spain AI Agenda Qorus-NTT DATA Innovation in Insurance Awards 2026

Concept and Objectives

Zurich launched the AI Agenda 2025–2027 to enable double‑digit business growth by redesigning critical processes so they can be executed end‑to‑end by AI. The program includes 30 high‑impact initiatives that improve speed, accuracy, and operational efficiency across the value chain.

Reasons Behind the Initiative

After three record‑breaking years, Zurich needed new ways to scale growth beyond favorable market conditions. Incremental improvements were not enough; the company required new operating models, automated decision flows, and AI‑enabled processes embedded into daily work.

State of Competition

Most insurers remain in experimentation phases with small GenAI pilots. Zurich stands out for operationalizing AI at scale, with systems already handling real underwriting, triage, document management, contact center and broker workflows every day. We are not aware of any comparable case with such broad enterprise integration.

Sources of Inspiration

The program builds on Zurich’s strong automation base (4,500 tasks/day), the latest advances in large‑scale GenAI and RAG, and best practices in governance, ethics, and observability. Early lessons from quotation automation and document intelligence shaped the final architecture.

Departments Involved

The initiative spans the entire organization: IT & Transformation, Underwriting, Claims & Operations, Sales & Broker Management, Contact Centers, HR & Training, and Corporate Security & Compliance.

Some key results So Far

• Automated Quotations: AI generates SME and Liability quotes directly from broker emails within minutes, reducing costs and manual effort while maintaining or improving underwriting quality.

• Complex Product Assistant: Real‑time guidance for brokers on specialized products, improving sales effectiveness and reducing information search time.

• Document Intelligence & Triage: Automated classification with 81%–95% accuracy, accelerating claims, payments, and customer responses while lowering operating costs.

• Massive Workforce Adoption: 84% of employees trained; 87% use AI every day with an average of 6.12 interactions per session.