Z Buddy – AI‑Powered Virtual Assistant for Insurance & Takaful Agents Qorus-NTT DATA Innovation in Insurance Awards 2026
Submitted by
Zurich Insurance
Zurich is a leading multi-line insurer serving people and businesses in more than 200 countries and territories. Founded 150 years ago, Zurich is transforming insurance. In addition to providing insurance protection, Zurich is increasingly offering prevention services such as those that promote wellbeing and enhance climate resilience.
MalaysiaCategory
Customer Experience ReinventedKeyword
Customer experience, AI & Generative AI, Digital channels & Omnichannels, HR & New ways of workingBusiness Line
Motor insuranceDistribution Channel
Agents, Online / Direct, Partners
Innovation presentation
Concept & Objectives
Z Buddy centralizes agent workflows within WhatsApp using agentic AI to understand complex queries, plan responses, and retrieve precise information. The goal is to eliminate manual effort and empower agents with instant, intelligent multilingual support.
Reasons Behind
Agents previously faced long, manual workflows, fragmented support, and reliance on marketers. Z Buddy resolves these inefficiencies through automation and unified support.
State of Competition
Z Buddy is the first solution in Malaysia to enable complete motor policy renewals inside WhatsApp — from request to quotation to payment to cover note — setting a new benchmark in digital enablement.
Sources of Inspiration
Inspired by the operational pain points of agents and marketers, Z Buddy leverages agentic AI and retrieval‑augmented generation to provide intelligent, human‑centric support.
Interested in learning more?
Qorus has a library of almost 8,000 innovation case studies across critical areas like customer experience, sustainability, marketing & distribution and more that can be used to inform your decision-making.