By PYMNTS
October 2, 2026
A policyholder calls her insurance agency to ask about her current balance. An artificial intelligence agent answers instantly, pulls up the precise financial details, and logs the interaction directly into the carrier’s core system without a human employee ever touching the line. This type of automated interaction is becoming increasingly common across the property and casualty insurance sector, helping streamline operations and drastically reduce administrative friction.
According to Liberate, a specialized provider of AI agents designed for property and casualty insurers, technology of this nature has collectively given insurance agencies and carriers back more than 100 million minutes of operational time. The milestone underscores how artificial intelligence is moving past experimental phases and embedding itself deeply into the daily workflows of insurance back offices, altering how carriers handle routine servicing, complex claims, and peak catastrophe volumes.
Liberate’s digital agents are specifically engineered to manage routine requests that do not require complex human judgment or subjective evaluation. Typical tasks handled autonomously by the platform include a contractor requesting a certificate of insurance, a policyholder checking on the status of an open claim, or a customer inquiring about basic billing details. Each interaction is fully resolved and written back into the carrier’s core systems in real time. Currently, more than 70 insurance carriers and brokers run over 3.5 million transactions a month on the platform, signaling widespread industry adoption of automated back-office workflows.
The operational time saved through automation is reallocated to higher-value tasks depending on the specific roles within an insurance organization. Adjusters, for example, now spend less of their workday providing status updates to anxious policyholders and dedicate more time to complex coverage analysis and reserve accuracy. Meanwhile, licensed service reps who previously spent their afternoons manually sending out identification cards now focus on meaningful coverage conversations and customer retention calls. Furthermore, service teams that traditionally spent their entire shifts chained to ringing phones can now adopt proactive communication strategies, reaching out to customers ahead of policy renewals or following up early during natural disaster events.
Amrish Singh, co-founder and CEO of Liberate, emphasized that the underlying philosophy of the platform centers on efficiency and human potential. The fundamental goal, according to Singh, is to stop forcing skilled professionals to perform repetitive administrative work that digital systems can finish significantly faster.
Overnight Service Changes the AI Payback Math
While the total volume of saved minutes is impressive, industry analysts note that the exact timing of these interactions matters significantly for the return on investment. A minute saved during standard business hours directly relieves pressure on an employee’s daily workload, reducing stress and operational bottlenecks. However, a minute handled automatically in the middle of the night represents an entirely new layer of customer service that the insurer may not have been able to offer before.
Liberate’s autonomous agents allow customers to purchase insurance coverage, report losses, and manage policies around the clock, even when human agents and traditional call centers are entirely unavailable. This 24/7 accessibility fundamentally alters the financial calculations behind technology adoption in the sector. Large insurers deploying these tools have reported substantial financial gains, including a 263% return on investment, alongside a 15% increase in sales and a 23% reduction in operating costs, figures highlighted during the company’s $50 million funding round.
Catastrophes provide the ultimate test of an insurance carrier’s operational capacity, stretching traditional infrastructure to its absolute limits. During back-to-back hurricanes, one property and casualty insurer successfully handled 14 times its usual claim volume without adding a single temporary staff member, relying entirely on Liberate’s digital first-notice-of-loss intake system. Overall claim handling times during these high-pressure events ran 67% faster. In a case study involving an unnamed client, hurricane claim response times dropped dramatically from 30 hours down to just 30 seconds.
Branch Cuts Claim Reporting Time 42%
Real-world deployments demonstrate the tangible impact of these technologies on consumer-facing operations. Branch, an innovative home and auto insurer, integrated Liberate’s AI agents and digital intake capabilities specifically to manage its first notice of loss processes. Reporting an insurance claim through Branch now takes approximately 7 minutes, a significant improvement from the more than 12 minutes required by its previous outsourced call center, representing a 42% reduction in processing time.
Today, approximately 43% of Branch’s total claims arrive through these automated digital channels. The company expects that handling claims via AI-driven intake will ultimately reduce operational servicing costs by roughly 70%.
Speed in the claims process is critical for maintaining consumer loyalty in an increasingly competitive marketplace. According to an August survey conducted by InvoiceCloud, a prominent billing and payments provider, 75% of consumers state that they are very likely to switch insurance carriers if they experience a slow or cumbersome claims process.
The broader insurance industry is rapidly moving in the direction of advanced automation to meet these consumer expectations. In a state regulator survey cited by PYMNTS from the National Association of Insurance Commissioners, 88% of auto insurers and 70% of home insurers reported that they either currently use, plan to use, or are actively exploring artificial intelligence technologies. Reflecting this regulatory shift, insurance commissioners across 12 states were piloting a specialized AI evaluation tool as of March, with full adoption anticipated at the National Association of Insurance Commissioners’ upcoming national meetings.