Most insurers have experimented with AI. Few have deployed it successfully at scale. 91% of senior insurance leaders identify claims as the function with the greatest AI potential, yet many initiatives never progress beyond proof of concept.
This case study explores how The AA, in partnership with EXL, built a governed AI activation layer that transformed claims operations, turning AI from isolated pilots into an enterprise capability
Key challenges
The AA needed to streamline and automate the handling of high-volume claims communications, garage follow-ups and manual triage. Rather than waiting for core systems to change, The AA built the right foundation to deploy AI safely and at scale.
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The difference between what we’ve done and the experimentation phase the industry went through is governance and scale. We didn’t want another proof-of concept that worked in isolation. We wanted something that could handle more than 100,000 inbound communications a year. That meant building the activation layer first, so AI became part of the workflow rather than something sitting alongside it.