How AIG Is Using AI to Transform Insurance Operations
230American International Group (AIG) is making big strides with generative AI. The company reports faster processing times and improved workflows that could change how insurance is done. These developments come after AIG shared details at an Investor Day, highlighting measurable results and new tech strategies.
Early Success and Growing Confidence in AI
AIG’s CEO, Peter Zaffino, initially described their AI goals as “aspirational.” But in a recent earnings call, he expressed confidence that the results are exceeding expectations. He mentioned a “massive change” in how the company processes submissions without needing more human workers. This was a surprise to many and signals strong internal progress.
The company claims that AI has boosted their ability to handle more submissions. By 2025, AIG states they’ve embedded generative AI into core processes like underwriting and claims handling. Their internal tool, AIG Assist, is now used across most commercial lines, helping streamline operations and improve decision-making.
Orchestration Layer and Agent Collaboration
A key innovation is the development of an orchestration layer. This tech layer coordinates multiple AI agents to work together, making decisions faster and more accurately. It’s designed to drive better outcomes while reducing costs. Previously, this level of coordination wasn’t a focus at AIG’s Investor Days, making this a notable shift.
CEO Zaffino describes these AI agents as “companions” that assist human teams by providing real-time data, referencing past cases, and even challenging underwriting choices. This approach allows AIG to process large amounts of data quickly and without bias, ensuring a more efficient workflow from initial intake to claims settlement.
Impact on Workflow and Business Results
The orchestration of AI agents is linked to a tighter, more integrated workflow that covers everything from risk assessment to claims management. This integration helps automate repetitive tasks that used to take a lot of time. The goal is to create a “front-to-back” process that’s faster and more streamlined.
AIG has already applied this AI stack in specific transactions. For example, during the renewal process for Everest’s retail commercial business, the company was able to prioritize accounts much faster. They created an ontology of Everest’s portfolio, combining it with their own data, which allowed them to identify and act on renewal opportunities quickly.
Looking ahead, AIG aims to expand its use of generative AI further. The company is working toward reaching 500,000 submissions for Lexington Insurance, its excess and surplus unit, by 2030. In 2025 alone, Lexington already surpassed 370,000 submissions, showing rapid growth in AI-enabled processing.
Overall, AIG’s approach shows how AI can enhance efficiency, reduce costs, and improve decision-making in the insurance industry. Their focus on orchestration and collaboration between AI agents sets a new standard for operational transformation.
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