Agent-mediated cancellations, complaints and redress
Personal agents may submit claims disputes, complaints or cancellation requests; insurer agents must offer accessible explanations, records and human appeal paths.
Executive question
Can customers challenge a decision made by an agent and reach a human?
What to measure
- Complaint handling time
- Escalation success
- Quality of decision explanation
- Unjustified cancellation or rejection rate
Relevant products and standards
A working draft, stewarded by Marrow, for how AI agents quote, compare and buy UK regulated insurance, with rules on consent, disclosures, data use and audit.
Duck Creek platform for insurers to deploy, coordinate and govern AI agents in core P&C workflows, launched with agentic underwriting workbench and first notice of loss applications.
Guidewire framework, launched in its Qusar release (Aug 2026), for insurers to build, deploy and manage AI agents with access to policy, claims and billing data.
Relevant examples, not documented integrations, completeness, certification or endorsement. Listed alphabetically.
Evidence and current limits
Strategic pathway; not an observed market-wide adoption rate.
Draft analysis, under editorial review.