Jan 27, 2025

Background: 30 Years of Superior Service GIC Underwriters is a licensed wholesale broker and managing general agent (MGA) offering personal and commercial lines products in Arizona, Florida, Georgia, and Texas. GIC attributes its 30 years of success to superior service, product offerings, and a commitment to meeting the needs of its producers. The company prides itself on its market knowledge and for being an early adopter of technology, so it can provide a better experience to brokers and consumers. Challenge: Scaling GIC’s Exceptional Customer Service Every day GIC’s hard-working and highly skilled team of 6 customer service representatives (CSRs) respond to broker inquiries via phone, email, and live chat. While this team has deep industry expertise and knowledge of GIC’s programs, they often spend countless hours answering the same basic questions about risk appetite, quote generation, and coverage details. This problem becomes even more pronounced during peak hours. The routine, repetitive work pulls valuable resources away, which could have been used to answer more important questions about underwriting decisions and new business opportunities. “GIC needed a way to maintain our high service standards, while freeing our experts to focus on what they do best.” – Juan Carlos Diaz-Padron, Chief Underwriting Officer, GIC Underwriters Solution: Using AI to Take GIC’s High Service Standards to the Next Level Before engaging with Indemn, GIC had already built a successful chat system, but they knew artificial intelligence could take it further. After evaluating several AI solutions, they found most fell short on two critical needs: Providing immediate and accurate responses to broker inquiries Routing escalations and questions outside of an AI agent’s knowledge base to human CSRs quickly After doing some research, GIC came across Indemn’s  Broker Portal Assistant . “We were exploring adding an AI component internally, but Indemn had already done the heavy lifting with an out-of-the-box solution,” Diaz-Padron recalled. To start, Indemn worked closely with GIC to convert their marketing materials, appetite documents, and company resources into a finely tuned, insurance-specific knowledge base. GIC implemented Indemn’s AI agent into their broker portal with a single line of code. Testing in a sandbox environment lasted less than 7 days. Indemn’s APIs enabled GIC to track individual agent interactions. Crucially, complex queries were automatically routed to human CSRs, ensuring a seamless and frustration-free experience for brokers. “Ensuring a smooth transition to a live agent for complex issues was paramount,” Diaz-Padron states. “The system provides immediate assistance without any obstacles or frustration.” To keep improving, GIC took advantage of Indemn’s  Agent Copilot  feature, a human-in-the-loop mechanism allowing experts to join any ongoing AI-broker exchange. By providing real-time feedback to the AI, refining responses, and updating the knowledge base, the team continually sharpened the agent’s accuracy. This hands-on oversight, combined with ongoing data analysis, cut AI hallucinations by 95% and guaranteed that responses stayed closely aligned with GIC’s vetted information and business goals. “It was very important for us that if someone needed to talk to a human, the system could connect them with a CSR fast. With Indemn’s platform there was no pushback, no frustration – just immediate help when needed.” – Juan Carlos Diaz-Padron, Chief Underwriting Officer, GIC Underwriters Results: Service Team Scales with Less and Generates More Revenue, While Agents Grow More Satisfied The results were immediate. In the first week, their AI agent answered 19% of all broker inquiries. After 60 days it answered 46% of incoming questions with 95% accuracy. In addition to answering many common and repetitive inquiries, some of the other benefits GIC saw included: Higher service marks across the board Increased broker satisfaction due to 24/7 access to instant answers. Underwriters and CSRs freed to focus on complex underwriting and new business. Surprisingly, GIC’s AI agent drove higher engagement with newly appointed producers by efficiently answering questions about the fit for new business opportunities, helping those still learning GIC’s product appetite. “While our customer service team was initially skittish about adding AI, they’re now enthusiastic supporters because they have fewer chats to handle, and it allows them to focus on more meaningful work” – Juan Carlos Diaz-Padron, Chief Underwriting Officer, GIC Underwriters Every AI interaction is automatically categorized and summarized, providing GIC with valuable data on broker behavior, market trends, and emerging opportunities. Leveraging Indemn’s  AI Studio and REST APIs , GIC is building custom workflows based on the most frequent broker requests. GIC is already streamlining tasks like payment status checks and policy updates. Looking ahead in 2025, they plan to integrate Indemn’s AI agents across phone and email channels, and automate quoting for high-volume products. This is a strategic move to build a more scalable, resilient, and partner-centric business. By automating routine tasks, underwriters and CSRs can focus their expertise on complex underwriting and strategic growth, ultimately delivering greater value and ensuring long-term success.