AI is Rewriting the Rules of Insurance in Russia
In 2025, Russian insurer Ingosstrakh and tech company SteadyControl launched an AI-powered solution that analyzed over 20,000 client conversations, boosting customer satisfaction and reshaping how insurers engage policyholders.
Transforming Customer Engagement Through AI
Russian insurance giant Ingosstrakh, in partnership with local IT firm SteadyControl, has deployed an artificial intelligence system that analyzes client interactions in the OSAGO auto insurance segment. The initiative, finalized in early 2025, involved processing over 20,000 recorded dialogues between clients and agents to identify patterns that lead to successful policy sales and high customer satisfaction. The AI platform evaluates 30 key aspects of communication — from greetings and needs assessment to product presentation and deal closure. It delivers real-time insights and automatically generates recommendations for staff training and service improvement. The impact was immediate and measurable: customer satisfaction rose by 25%, additional OSAGO sales climbed 15%, training times dropped 25%, and operational costs decreased by 8%. Improved cross-product explanations also pushed conversion rates up by 7 percentage points. For policyholders, this means faster, clearer, and more personalized service. For insurers, it's a new benchmark in digitizing customer experience while optimizing internal processes and enhancing transparency.
Scalable Technology With Global Potential
SteadyControl’s AI system is already used by prominent companies in various industries, including Askona, 585 Gold, SOKOLOV, BI GROUP, and SUBWAY. The success of the Ingosstrakh rollout opens the door for potential exports of this technology to insurance and fintech markets abroad. With its ability to adapt to industry-specific needs, support local languages, and be customized for cultural nuances, the solution is especially promising for emerging markets in the CIS, Middle East, and Asia. Within Russia, Ingosstrakh plans to extend the AI platform to other insurance lines such as health (VHI), property (CASCO), mortgage, and accident coverage. Integration into digital sales channels and online policy issuance is also on the horizon, pushing Russia’s insurance sector further into the digital age.
The Rise of AI Across Russia’s Insurance Sector
Ingosstrakh is not alone. In 2022, Sberbank Insurance became one of the first to deploy AI-powered chatbots for mortgage insurance, seeing a 10% boost in conversions. Renaissance Insurance followed in 2024 with an AI-enhanced call center to improve NPS and reduce wait times, ultimately lifting online sales to 16% of its non-life insurance business. In 2025, Rosgosstrakh took a different route by using AI to personalize CASCO policies based on a hyperlocal mapping grid — analyzing risks at a resolution of 100x100 meters. This precision allowed for policy cost reductions of up to 30%, depending on a client's location.
What Comes Next: Forecasts and Expert Views
The deployment at Ingosstrakh shows that Russian AI has reached a world-class level in personalizing insurance sales. With a 15% sales increase and 8% drop in operating costs, the technology is both effective and economically compelling. In the short term (2025–2026), more insurers across Russia are expected to implement AI tools. Integration with public digital platforms such as Gosuslugi, auto services, and banking ecosystems will support cross-selling and hyper-personalized offerings. By the mid-2020s (2027–2029), Russian AI developers like SteadyControl are poised to export solutions to the CIS, EAEU, Middle East, and Asia. Tailored adaptability and digital sovereignty will offer a competitive edge. Long term (2030 and beyond), Russia could emerge as a global exporter of AI tech in finance, fueled by strong implementation cases, a robust IT ecosystem, and growing international demand for alternatives to Western technologies.
Expert Insight
