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
A quarter are invisible to agents
5 of 20 companies
Most jobs fail by design, not by accident
13 of 15 stop at a login or identity check
Not one transactional job could be completed
0 of 15 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.
The only insurer where both jobs reached “can advise”. An agent can read the cover and explain the claim process accurately, then stops at a customer login — a delegation decision rather than a rebuild.
What about the rest?
of 20
Invisibles
An agent cannot reach or read them, they are just not part of the conversation.
Silent
No response (an error, a timeout ...). Hard to tell if it’s policy or neglect.
Fortress
Answer an agent with a refusal. A choice, not an accident.
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
Subtitle
— Towards customers
Turn a 2 year old contract cycle into a monthly one
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.
— Towards customers
Turn a 2 year old contract cycle into a monthly one
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.
Find out
how you
are doing
20 companies
10 in Belgium, 10 in The Netherlands.
Each was asked the same 2 tasks: