Financial Services & Insurance · Worked scenario
“We want AI in claims and service, and we need to prove to the regulator exactly what it does.”
AI agents and document automation for banks and insurers in the UAE that work under the Central Bank’s AI guidance. Claims, onboarding and service run on documents, email and the call centre, with a delay at every handoff. Relationship managers keep client conversations on their phones, beyond compliance’s sight.
What it costs you today
- 23 February 2026 is when the Central Bank announced its guidance on AI for licensed institutions: governance and accountability, fairness, transparency and explainability, human oversight, data and privacy¹
- 17.3 million insurance policies in the UAE in 2025, when insurers paid out AED 46.2 billion in claims, up 11%²
- 23 days cut from complex-claim liability assessment by one UK insurer using AI, with routing accuracy up 30%, in a McKinsey report³
The cost of waiting is now counted in claims-handling days and in audit findings.
UAE insurers paid AED 46.2 billion in claims in 2025, up 11%, and the number of policies reached 17.3 million². One UAE insurer received up to 600 claims a day by email before it automated intake, Gulf News reported⁴. One UK insurer using AI cut complex-claim liability assessment by 23 days and improved routing accuracy by 30%, in a McKinsey report³. On 23 February 2026 the Central Bank announced its guidance on AI for licensed institutions: governance and accountability, fairness, transparency and explainability, human oversight, data and privacy¹. The cost of waiting is now counted in claims-handling days and in audit findings.
○ claim · ◇ service case
What they tried
A vendor chatbot for FAQs. It could not authenticate, could not read a policy, and nobody could explain its decisions to the regulator.
What we build
The First System: Document & Intake Automation for one claims line, reading photos, reports and policy numbers into validated claims with every decision logged, exceptions routed to an adjuster with the reason. It grows into a service agent that answers from approved content behind your existing authentication and hands sensitive cases to a person, the relationship-manager cockpit, and an AI register built to the Central Bank’s guidance, with the Governance & Compliance Pack.
What a Tuesday looks like
- 08:50
A motor claim arrives as photos and a police report. The clean case moves forward; the mismatch goes to an adjuster with the reason attached.
- 12:10
A card question on WhatsApp is answered after authentication. A dispute is handed to a person with the transcript.
- 15:00
A relationship manager’s approved-channel calls are summarised onto the client record.
- Quarter end
The CRO opens the register: every system, owner, test and incident on one screen.
What changes
Claims intake that reads the file
Before Photos, police report and policy keyed by hand.
After Extracted, validated and assembled. Exceptions go to an adjuster, with an audit trail.
Service with limits
Before Card and policy questions around the clock.
After Answered from approved content, authenticated, sensitive cases handed over.
The relationship-manager cockpit
Before Client conversations on RMs’ phones.
After Captured in approved channels, summarised, follow-ups tracked.
An AI register regulators can read
Before Models and vendors multiply across departments.
After Every AI system, its owner, tests and incidents, in one place.
Every agent we deploy says it is an AI, and a person can always take over.
What we measure
Claims cycle time, exceptions, satisfaction, the share of routine queries resolved without a person, human-review requests honoured, audit findings.
What this needs from you
- Compliance and legal in the first workshop.
- Approved content and authentication controls to build on.
- Policy and claims system access, read first.
Delivered through
Questions a careful buyer asks
- What do you build first?
- The First System: Document & Intake Automation for one claims line, reading photos, reports and policy numbers into validated claims with every decision logged, exceptions routed to an adjuster with the reason.
- What does it need from us?
- Compliance and legal in the first workshop. Approved content and authentication controls to build on. Policy and claims system access, read first.
- What do you measure?
- Claims cycle time, exceptions, satisfaction, the share of routine queries resolved without a person, human-review requests honoured, audit findings.
Automation your customers notice, and governance your regulator can inspect.
Tell us about your business Talk to an engineer
Our AI consultant gathers the details and passes a report to one of our engineers, who replies by email, WhatsApp or phone.
Other sectors
Sources
- ¹ Central Bank of the UAE: press release on its guidance note on the responsible use of artificial intelligence in the financial sector, 23 February 2026
- ² Khaleej Times, citing the Central Bank of the UAE: UAE insurance premiums and claims paid, 2025
- ³ McKinsey: The future of AI in the insurance industry, July 2025
- ⁴ Gulf News: UAE insurer Tokio Marine calls in AI to cut claims processing, August 2025
Figures from the sources cited, checked on 6 November 2026. Studies from outside the UAE are named as such.
A composite built from the published figures cited and the systems this sector runs on, not a named client.