AGENTIC experience INDEX, SEPTEMBER 2026
Insurance
People are letting AI agents like ChatGPT, Claude or Gemini get a quote or file a claim.
We’ve tested how 20 insurance providers
deal with agents.
What we TESTED
Steps when filing a claim
done by an agent.
Spot the life event
A move, a birth, a new car. The moment cover needs to change.
Compare on policy terms
Cover read from the actual conditions.
Get a binding quote
A real price for your situation, not an indication.
File the claim
Damage claim with photos and receipts attached.
Track and chase
Follow the claim to payment without phoning anyone.
This is how insurers
in the Benelux scored.
Key numbers
This is the agentic readiness
of insurers today
Every insurance provider can be found by an agent.
20 of 20 companies
Most jobs fail by design, not by accident
15 of 20 tasks stop at a login or identity check
Not one transactional job could be completed
0 of 20 transactional tasks
So what does an
agentic experience
in insurance look like?
Most insurers
Agents can check policies,
but can’t get a quote.
An agent can advise on some tasks and is blocked outright on others. The experience is uneven.
Achmea
Lets your agent submit
a damage claim.
Only of three insurers where both jobs reached “can advise”. An agent can read the cover and explain the claim process accurately, then stops at a customer login. Identity isn’t is a gate that isn’t solvable by one company alone.
What about the rest?
of 20
Invisibles
An agent cannot reach or read them, they are just not part of the conversation.
of 20
Informers
Agents can get in and answer a question, but they cannot complete a job.
Showroom
Everything on display but no till. Usually by accident.
Gatekeeper
The task can only be completed behind a login, identity app, or in a dedicated app. Deliberate, every time.
of 20
Actors
Agents can complete at least one job end to end.
Always a decision to point outwards.
What answers did our agents get?
This gets us thinking.
Opportunity
How insurance companies can become more agentic.
— Open up to agents
Close the loop or don’t get considered.
Moving claims to a trusted portal makes sense. Putting simple premium simulations ... not so much. (And we’re not even talking about the quarter of companies that are simply invisible to agents.) The top of the funnel is ripe for the taking.
— Become an agent
Make it 'send and forget.'
People don’t like admin. Agents do. Making sure a claim gets filled in the right way is something agents can do better than forms. Rethink your channels through the lens of goal-directed agentic patterns.
Find out
how you
are doing
20 companies
10 in Belgium, 10 in The Netherlands.
Each was asked the same 2 tasks: