Technology
Al Wathba Insurance Deploys Agentic AI, Reports 50% Reduction in Case Turnaround Time
The UAE insurer has brought AI agents into production across case management, customer satisfaction and quality assurance, with further applications planned for underwriting and claims operations.
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Al Wathba Insurance has brought agentic AI into its daily operations, reporting a 50% reduction in case turnaround time following its production deployment. The Abu Dhabi-based insurer is using AI agents to process customer cases, gather relevant information and support case handlers, while retaining human control over consequential decisions.
The system, built on Magure's MagOneAI platform, reads, classifies, enriches and routes customer cases. It also assembles customer histories that employees would otherwise have to gather manually and recommends the next best action. Alongside case management, the deployment covers customer satisfaction surveys and quality assurance, with AI agents conducting and analyzing surveys in real time. Quality assurance coverage has increased from a previous manual sample of 20% to 30% to 100% of cases within the deployed scope.
For an insurer handling customer information and decisions that can have direct consequences for policyholders, the division of responsibilities is important. AI agents carry out the preparatory work and surface recommendations, but Al Wathba Insurance employees remain responsible for consequential decisions. The deployment marks the first stage of the company's longer-term plan to become an AI-native insurer.
“For us, AI is not about adding another layer of technology. It is about fundamentally improving how we serve our customers and how our people work. We are building an organisation where technology helps us respond faster, learn from every interaction, and make insurance simpler and more responsive. Starting with real operational use cases allows us to create measurable value today while building the foundation for the Al Wathba Insurance of tomorrow.” said Shukri Salem Mussabih Almheiri, Chief Executive Officer of Al Wathba Insurance
Governance and infrastructure behind the deployment
MagOneAI manages the orchestration and governance of the AI agents and operates within Al Wathba Insurance's cloud environment. Its controls include human task nodes that can pause workflows for review or override, role-based access, monitoring and audit trails. Personally identifiable information is anonymized before reaching AI models, while prompts and outputs are not stored or reused, according to the companies.
The arrangements are relevant to the insurer's obligations under the Central Bank of the UAE's Guidance Note on Consumer Protection and the Responsible Adoption and Use of AI and Machine Learning. The guidance places accountability for AI outcomes at board level and requires fairness, explainability and human oversight of consequential decisions.
“Regulated enterprises shouldn’t have to choose between moving fast and staying compliant. MagOneAI is built so that the governance, human oversight and audit trails are part of the platform from the start. That’s what makes this production-grade, not just a proof of concept.” said Akhil Koka, Chief Executive Officer of Magure
The deployment also uses Core42's Compass platform to serve the AI models. Core42, a G42 company specializing in sovereign-enabled cloud and AI infrastructure, provides model access through private connectivity configured for in-country data residency. The architecture is intended to support Al Wathba Insurance's UAE residency and sovereign control requirements.
Separating the model-serving layer from MagOneAI's orchestration gives the insurer the flexibility to adopt different models as technology develops without rebuilding its applications or governance framework.
“Compass gives Al Wathba Insurance an enterprise grade solution with flexibility to choose the right model for each use case, and to adapt as AI technology evolves, while keeping deployment within a sovereign enabled environment. This helps Al Wathba Insurance maintain UAE data residency and jurisdictional control, while giving the business a high-performance, fully managed foundation to scale AI workloads on demand.” said Will Badr, Vice President of Product Engineering at Core42
Further applications planned
The companies say the current workflows across case management, customer satisfaction and quality assurance were deployed without separate compliance workstreams for each use case. They intend to reuse the same foundation for future projects, reducing the time and cost involved in subsequent deployments.
“Technology investment must ultimately translate into stronger operations, better controls and sustainable business value. This platform gives us a scalable foundation that can be reused across multiple use cases rather than creating isolated solutions each time. That improves the economics of future deployments while giving us the governance, flexibility and oversight expected of a regulated and listed insurer.” said Muralikrishnan R, Chief Finance Officer of Al Wathba Insurance
The next planned application is a private AI assistant that would give employees an approved alternative to public AI tools. Other proposed uses include medical-underwriting support, first-notice-of-loss triage and automation of accounts receivable and payable. All remain subject to governance, risk and deployment approvals.
As Al Wathba Insurance moves toward its next phase of deployment, the focus will shift to how effectively the technology can support more complex insurance processes, particularly underwriting and claims. The planned expansion will put the existing platform to work in areas where accuracy, accountability and human judgment remain central to the decisions being made.
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