The benefits for insurers and brokers from AI deployment are obvious. Faster, more accurate pricing, claims settlement and mid-term adjustments. But all that time saved in routine admin is a wide open space, the potential is huge. Here’s the word;
Liberate, a provider of insurance-native AI agents for property and casualty insurers, has announced that its platform has given insurance agencies and carriers back more than 100 million minutes of their time. The figure reflects work Liberate’s agents now handle end-to-end: routine calls and emails, policy status checks and after-hours voicemails that once landed on a person’s desk.
“We didn’t set out to save our customers a hundred million minutes. Our goal was to stop making people do the work that machines can finish faster,” said Amrish Singh, co-founder and CEO of Liberate. “What matters more than that groundbreaking number is what our customers’ teams can now achieve with their saved time.”
The Case for Time Back, Not Headcount
Most of the industry conversation about AI in insurance centers on subtraction: which calls disappear, which roles shrink. Liberate’s data points to a different question. Once the routine work is handled, what does the team do with the hours it gets back?
Liberate’s AI agents resolve interactions that don’t require human judgment: a policyholder asking what they owe, a contractor requesting a certificate of insurance or a status check on an open claim. Each of those, handled instantly and logged back into a carrier’s core systems, is a call a person didn’t have to take.
Putting the Hours Somewhere
What a team does with the time back varies by role. Adjusters spend less of the day on status updates and re-keying claim details, and more on coverage analysis and reserve accuracy. Licensed CSRs who once spent afternoons sending ID cards can focus on coverage conversations and retention calls. Teams that spent all day answering the phone are starting to call first, ahead of a renewal or a non-renewal notice, or on day two of a catastrophe.
Branch, a home and auto insurer, moved first notice of loss to Liberate’s AI agents and digital intake. Reporting a claim now takes about seven minutes, down from more than 12 with its outsourced call center, a 42% reduction. About 43% of Branch’s claims now come in through these channels, and Branch expects those claims to cost roughly 70% less to handle.
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