AI Is Quietly Rewriting the Insurance Playbook

From photo-based policy sign-ups to multi-bot negotiations, insurers are betting big on AI to transform customer experience while keeping the human touch.

Russian insurance firms are leaning hard into artificial intelligence, using neural networks not just to scan paperwork, but to invent entirely new ways of selling policies. According to tech news outlet CNews, Frank Shikhaliev, curator of AI projects at RGS Lab, and representatives from Rosgosstrakh say the shift is already visible on the front lines of customer service.

Today’s neural networks can process a photo of a passport or driver’s license, extract the text, and feed it directly into pricing algorithms. That simple capability opens the door to interfaces that ditch static forms in favor of chatbots and voice assistants — tools designed to handle everything from quote to purchase in a conversational flow.

One experimental frontier is “vibe coding,” a natural-language approach to generating software. In theory, anyone — not just engineers — could create new insurance products or tweak pricing formulas by describing them in plain speech. That could slash development timelines for fresh offerings.

Another emerging tool: multi-agent systems. Imagine several chatbots talking to each other, pooling data, and bundling multiple coverages — auto, health, property — into a single seamless purchase, without asking customers to re-enter details.

The idea isn’t to eliminate humans from the equation. Executives stress that AI’s real value lies in trimming paperwork, cutting wait times, and freeing human agents to focus on nuanced, high-stakes conversations. In the long term, they say, these systems could push the industry toward a fundamentally more responsive and personalized service model.

Automation, intelligent interfaces, and multi-agent coordination aren’t just features — together, they’re the scaffolding for a next-generation insurance ecosystem.