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  • Agentic CRM - Insurance

Agentic CRM for Insurance


AI agents embedded in the tools insurance teams already use—turning everyday work into governed action

Insurance teams don’t work inside CRM systems — they work in Outlook, Teams, documents, and conversations. Agentic CRM changes that. 

By embedding AI agents and Copilot directly into where producers, account teams, underwriters, and service teams already work, Agentic CRM turns CRM from a passive system of record into an active system of action, while writing every interaction back to a governed CRM and data foundation. 

The challenges facing insurance organizations

 Insurance brokerages 

  • Producers and account teams live in email and documents, not CRM 
  • Manual updates for renewals, submissions, and account plans 
  • Limited visibility into pipeline health, retention risk, and cross-sell opportunities 
  • CRM adoption suffers because updating it feels like “extra work” 

Insurance carriers 

  • Contact center, underwriting, and claims teams operate in disconnected systems and inboxes 
  • Critical context is buried in email threads and attachments 
  • AI pilots exist, but aren’t connected to core platforms or governance 
  • Leadership lacks a unified view across distribution, service, and operations 

What Agentic CRM changes 

Agentic CRM introduces AI agents that work where your teams already are — Teams, Outlook, and line-of-business tools — while orchestrating actions across CRM, workflows, and data behind the scenes. 

The result: 

  • Higher productivity without forcing new user behavior 
  • Cleaner, more complete CRM data — captured automatically 
  • Better customer and partner experiences 
  • Governed AI aligned to compliance expectations 

This isn’t AI bolted onto CRM; it’s CRM brought to life through agents. 

What AI agents do 

For brokerages: Producers and Account Service 

  • Renewal & account updates from Outlook and Teams - Agents capture renewal activity, notes, and changes directly from email and meetings — no manual CRM updates required. 
  • Submission & renewal assistant - Extracts key details from emails and documents, structures them into CRM records, and suggests next actions. 
  • Pipeline, retention, and cross-sell insights - Surfaces at-risk accounts, stalled opportunities, and expansion signals based on real activity — not stale data. 
  • Leadership visibility - Provides real-time insight into pipeline health, renewals, and account engagement. 

For carriers: Contact Centers, Underwriting, and Claims  

  • Contact center assistant - Summarizes interactions, proposes responses, and updates cases automatically, preserving context and speed. 
  • Underwriting and claims insight - Extracts key data from emails and documents, flags risk indicators, and structures updates into core systems. 
  • Distribution alignment - Creates shared visibility into broker performance, submissions, and follow-ups—with suggested next actions. 
video

See Agentic CRM for Insurance in action  

In this video, you’ll see how HSO’s CRM Record Assistant, built on Copilot Studio and Power Platform, redefines how sales engages with CRM data. Users can create, update, and manage records through simple, conversational prompts in Teams or across Microsoft 365. No more navigating multiple interfaces. By letting the AI agent handle data entry and updates, your team can focus on clients and deals instead of managing the database.

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Insurance companies that equip service and operations teams with AI-powered tools report productivity gains of over 30%.

Boston Consulting Group (BCG)

How Agentic CRM works

Behind the scenes, Agentic CRM connects advisors, AI agents, and CRM through a simple, governed architecture built around the tools they already use:

User surfaces: Teams, Outlook, mobile, and web — where work actually happens

AI agent layer: Copilot and AI agents that assist, summarize, and orchestrate actions across CRM and workflows

Data and governance: Dynamics 365 CRM and curated data estates with security, compliance, and human-in-the-loop controls. This architecture ensures AI accelerates work without compromising control or trust

Built on a governed, enterprise-ready Microsoft platform

Agentic CRM for Insurance is built entirely on the Microsoft platform, enabling firms to extend AI safely within existing security, compliance, and governance frameworks.
  • 1

    Microsoft Dynamics 365 serves as the system of record for client, relationship, and activity data

  • 2

    Microsoft Copilot and AI agents are embedded directly in Teams and Outlook, where you already work

  • 3

    Power Platform orchestrates workflows, approvals, and human-in-the-loop controls

  • 4

    Microsoft identity and security enforce role-based access, data boundaries, and auditability

Put your ideas into action: Schedule an AI Agent Workshop

A focused working session for insurance leaders across sales, service, operations, and IT. 

Who it’s for 

  • Brokerage leadership, producers, account service teams 
  • Carrier service, underwriting, claims, and operations 
  • IT, data, and governance stakeholders 

What you get 

  • Prioritized agent use cases by role 
  • Data and governance checkpoints 
  • A realistic pilot and rollout plan 

 

Secure your spot today and take the first step toward unlocking AI value for your company.

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