Top Conversational AI Platforms to Watch in 2027 for Insurance Carriers, MGAs, and Agencies

Insurers are moving fast on AI. Accenture's Pulse of Change survey of 3,650 C-suite leaders found that 90% of insurance executives intend to invest more in AI this year, and 34% of insurance organizations are already deploying AI agents across multiple functions. Yet the shift is far from complete: in Sapiens' 2026 global survey, 87% of insurers said they're prioritizing agentic AI, but only 16% have adopted it. For carriers, MGAs, and agencies, choosing the right conversational AI platform has become a pressing decision. This guide compares eight of the best conversational AI platforms for insurance, the use cases each one automates, and how to pick the right fit.

Key Takeaways

• Conversational AI now handles core insurance work across voice, chat, SMS, and email, including first notice of loss (FNOL), claim status, policy changes, quote intake, and premium payments.
• The market splits into four groups: insurance-native AI agent platforms, agency-focused voice receptionists, text-first claims communication tools, and horizontal enterprise platforms.
• Floatbot.AI is the only platform in this list that covers every use case we evaluated, from FNOL and adjuster assist to payments and real-time agent assist, across both voice and other digital channels.
• Carriers should prioritize core system integrations (such as Guidewire), security credentials, and seamless human handoff.
• MGAs and agencies should prioritize fast setup, AMS or CRM integrations, quote intake, and after-hours coverage.
• See the use case coverage table below for a side-by-side view of what each platform automates.

Why Insurers Are Turning to Conversational AI

Insurance contact centers face unpredictable call surges after catastrophe events, policyholders who expect help at any hour, and staffing gaps that make it hard to keep hold times low. Conversational AI addresses these by handling routine interactions instantly, around the clock, while routing complex or sensitive cases to people. Customer attitudes are shifting too: Insurity's 2026 consumer survey found that support for insurers using AI nearly doubled in a year, from 20% to 39%.

What Insurance Work Can Conversational AI Automate?

Today's AI agents for insurance companies can handle a wide range of work across claims, servicing, payments, and sales. These are the main use cases they automate today.

Claims

• FNOL intake: verifying the policyholder, capturing loss details, and creating the claim
• Claim status updates: answering "where is my claim?" calls instantly on any channel
• Document and photo collection: requesting and receiving supporting files
• Adjuster assist: claim summaries, drafted customer communications, suggested next steps, and communication on behalf of the adjuster

Policy servicing

• Policy and coverage questions
• Endorsements and policy changes
• ID cards and document requests
• Renewals

Billing and payments

• Payment reminders
• Secure, PCI DSS-compliant payment capture
• Premium collections and lapse prevention

Sales and distribution

• Quote intake and submissions
• Lead qualification and live transfer to licensed agents
• Appointment scheduling
• Answering underwriting and product questions for agents and producers

Contact center operations

• After-hours and overflow call handling
• Real-time agent assist for human representatives
• Assist and knowledge search for staff

Four Types of Conversational AI Platforms for Insurance

Not all conversational AI solutions for insurance are built the same way. Most fall into one of four groups:

• Insurance-native AI agent platforms are built specifically for insurance workflows and systems. Examples: Floatbot.AI, Liberate, Strada.
• Agency-focused voice receptionists are designed for independent agencies, MGAs, and lead-generation operations, integrating with agency management and CRM tools. Examples: Sonant AI, Infer.
• Text-first claims communication platforms lead with messaging for claims and service teams. Example: Hi Marley.
• Horizontal enterprise platforms are general-purpose conversational AI used across many industries, including insurance. Examples: Kore.ai, Cognigy (NICE).

Point Solutions vs. End-to-End Platforms

Many insurers start with a single use case, such as FNOL or after-hours calls, then add separate tools for payments, servicing, and agent assist. Over time, this creates multiple vendors to manage, multiple integrations to maintain, and customer data split across systems.

The most capable AI platforms for insurance companies take an end-to-end approach, handling claims, servicing, payments, sales, and agent support in one place. That means one integration with your core systems, one view of every customer interaction, and a consistent experience whether a policyholder calls, texts, or chats. When evaluating platforms, consider not just today's use case but where you'll want automation in two to three years.

How We Evaluated These Platforms

• Insurance-specific workflows: depth of support for claims, servicing, payments, and sales
• Channel coverage: voice, chat, SMS, and email
• Integrations: core systems, AMS or CRM platforms, and contact center software
• Human handoff and agent assist: how well AI and human teams work together
• Security and compliance: published credentials and controls
• Insurance deployments: publicly documented insurance customers and results

Comparison at a Glance

Table A: Platform overview

Table B: Insurance use case coverage

✓ = documented capability · ◐ = partial or limited · — = not publicly documented

The Top Conversational AI Platforms for Insurance

1. Floatbot.AI

Overview: Floatbot.AI is an enterprise-grade, end-to-end conversational AI platform purpose-built for regulated industries, with deep capabilities in insurance. It combines self-service AI agents across all digital channels: voice, chat, SMS, and email, with an AI Workspace that helps human teams work faster, all with human-in-the-loop oversight.

Best for: Carriers, MGAs, agencies, and TPAs that want one platform to automate claims, servicing, sales, and payments.

Insurance use cases covered: All categories in this guide, including FNOL, claim status, adjuster assist, policy servicing, quote intake, payments, after-hours and overflow handling, and real-time agent assist.

Key features:

• LISA, a claims AI agent that captures FNOL details and handles post-claim servicing 24/7
• ADDI, an AI assistant for adjusters that provides claim summaries, drafted customer communications, and AI-assisted claim progression from a single workspace
• AURA, a distribution and underwriter AI agent that answers underwriting and product queries for agents and producers, and guides sales conversations
• LEXI, a service AI agent for billing, policy, support, and payment requests
• FloatSpace, a live agent workspace with real-time assist, transcripts, and knowledge search
• Secure, PCI DSS-compliant payment capture with masked card entry

Integrations: Accelerator for Guidewire ClaimCenter on the Guidewire Marketplace, plus integrations with Duck Creek, Insurity, Snapsheet, Socotra, Applied Epic, EZLynx, and HawkSoft, and contact center platforms including Genesys, Five9, NICE CXone, and RingCentral.

Proven results:

• Cabrillo Coastal General Insurance Agency: within its first year, Floatbot's AI claims assistant handled over 5,000 claim filings and status checks and authenticated more than 24,800 policyholders, providing 24/7 support.
• Answer Financial: 10,500+ after-hours calls handled and 9,600+ appointments scheduled within the first 10 months of launch.
• Orange Insurance Exchange: uses LEXI for member inquiries and LISA for claims intake and FNOL.

What sets it apart: It's the only platform in this list that covers every use case we evaluated, with dedicated AI agents for policyholders, adjusters, producers, and underwriters, alongside PCI DSS, SOC 2 Type II, ISO 27001, ISO 9001, HIPAA, and GDPR credentials.

Considerations: The platform's breadth is best used when insurers plan to automate across multiple functions. Teams looking to automate a single narrow task may not use its full range.

2. Liberate

Overview: Liberate is a San Francisco-based company building insurance-native AI agents that automate phone-heavy insurance work, such as quoting, filing claims, and servicing endorsements, across voice, email, SMS, and digital channels. Its voice agent is called Nicole.

Best for: Carriers and agencies focused on voice-led sales, servicing, and FNOL.

Insurance use cases covered: Its orchestration layer carries out work inside carrier systems, including FNOL intake, claims status, billing, policy changes, and full rate, quote, and bind.

Key features:

• Voice FNOL that guides policyholders through the full claim process, capturing policy details, incident information, and identity verification
• Inbound and outbound calling for sales and servicing
• Multilingual voice support

Integrations: Writes back to systems including Guidewire, Duck Creek, Snapsheet, and Applied Epic. Its Voice FNOL Accelerator for Guidewire ClaimCenter is available on the Guidewire Marketplace.

What sets it apart: Strong focus on voice automation for insurance, with a partnership with claims platform Five Sigma aimed at a connected experience from FNOL through resolution.

Considerations: Agent assist for human representatives and an AI assistant for adjusters aren't documented as part of its own offering.

3. Hi Marley

Overview: Hi Marley is a text-first communication platform built for insurance claims and service teams.

Best for: Carrier claims and service teams that want to move policyholder communication to messaging.

Insurance use cases covered: Claims communication, claim status updates, service interactions, and FNOL through its Conversational FNOL product.

Key features:

• Conversational FNOL, in which generative AI analyzes policyholder inputs such as voice, text, and photos and turns them into structured FNOL data for the carrier
• Data, AI, and workflows that give employees tailored insights and guided next-best actions
• Separate solutions for claims and service teams

Integrations: A Ready for Guidewire integration lets insurers use Hi Marley's texting platform within Claim Center. It also has an integration with Guidewire Insurance Now.

What sets it apart: Deep specialization in messaging-based claims communication.

Considerations: Best suited to teams prioritizing text-based communication. Quote intake and payment automation aren't documented as part of its offering.

4. Strada

Overview: Strada builds AI agents for insurance operations. It positions its agents as completing claims and servicing work end to end for carriers, TPAs, and MGAs inside the systems they already use.

Best for: Carriers, MGAs, TPAs, and brokers running high call volumes.

Insurance use cases covered: FNOL, policy servicing, renewals, quote intake, claims status, and outbound follow-up across voice, email, chat, and SMS

Key features:

• Templated insurance workflows for service, claims, and sales
• Inbound and outbound calling at scale
• 24/7 availability with no hold time

Integrations: Contact center platform integrations including Five9, Genesys, and Salesforce, and a partnership with NICE CXone.

What sets it apart: Omnichannel coverage across voice, email, chat, and SMS, with a focus on carrier and MGA operations.

Considerations: Adjuster assist and real-time agent assist aren't documented as part of its offering.

5. Sonant AI

Overview: Sonant AI is a voice AI receptionist and phone answering system for property and casualty insurance agencies, independent agents, and brokers in the United States and Canada.

Best for: Independent and retail P&C agencies.

Insurance use cases covered: Quote intake, policy inquiries, appointment scheduling, and claims routing, synced to the agency's systems.

Key features:

• 24/7 phone coverage
• Insurance-specific training on P&C terminology
• Voice agents that handle inbound calls and write details back to the agency management system in real time

Integrations: Native integrations with agency management systems such as EZLynx, Applied Epic, and HawkSoft.

What sets it apart: Purpose-built for the retail agency front desk.

Considerations: Designed for agencies rather than carrier claims operations, so carrier core system integrations and adjuster tools aren't part of its focus.

6. Infer

Overview: Infer builds conversational voice AI agents that support licensed insurance professionals, automating 24/7 quote intake with qualified transfers and handling policy servicing tasks like endorsements.

Best for: MGAs, agencies, and insurance lead-generation operations with high call volumes.

Insurance use cases covered: Quote intake, FNOL, renewals, endorsements, and appointment booking.

Key features:

• Warm, qualified transfers to licensed agents
• Appointment booking
• Cross-channel memory across voice, email, and chat

Integrations: Integrates with AgencyZoom and RingCentral.

What sets it apart: A strong focus on converting inbound quote calls into qualified sales opportunities.

Considerations: It's a smaller company with a narrower deployment footprint and a relatively short integration list that may not match every team's stack.

7. Kore.ai

Overview: Kore.ai is a horizontal enterprise conversational AI platform used across banking, healthcare, insurance, and other industries.

Best for: Large enterprises that want one AI platform across multiple departments and industries.

Insurance use cases covered: Voice and digital AI agents for common insurance requests such as policy status, account access, and FAQs. One insurer automated more than 40 use cases, including claims inquiries, coverage verification, appointment scheduling, and provider coordination. It also supports quote generation and payment queries.

Key features:

• Voice and digital AI agents
• Agent assist for contact center teams
• Enterprise-grade security and governance

Integrations: Contact center platforms including Genesys Cloud CX, NICE CXone, Five9, Talkdesk, Amazon Connect, and Zoom Contact Center, plus Salesforce, ServiceNow, and Zendesk.

What sets it apart: Scale and breadth as a general-purpose enterprise AI platform.

Considerations: As a horizontal platform, implementation requires structured design and integration effort, and insurance workflows are typically configured per deployment.

8. Cognigy (NICE)

Overview: Cognigy is an enterprise conversational AI platform for customer service. Founded in 2016 and based in Düsseldorf, Germany, it was acquired by NICE in July 2025.

Best for: Large insurers with voice-heavy contact centers, especially those using NICE.

Insurance use cases covered: Pre-trained insurance AI agents for standard processes such as identification and verification, document collection, and claims processing. It also offers FNOL agents and policy inquiry automation.

Key features:

• Pre-trained insurance AI agents
• Voice and chat AI agents
• Agent Copilot for real-time support of human agents

Integrations: Integration into existing contact center environments, including NICE CXone.

What sets it apart: Pre-built insurance agents combined with deep contact center integration.

Considerations: The platform is powerful but requires more configuration, and many carriers use an implementation partner to manage the build.

How to Choose the Right Platform

Large carriers should look for deep core system integration (such as Guidewire ClaimCenter), proven security credentials, the ability to absorb CAT-driven call surges, and tools that support both policyholders and adjusters.

MGAs benefit from fast deployment and coverage across both claims and distribution, so they can automate quote intake and FNOL without managing multiple vendors.

Independent agencies should prioritize AMS integration, quote intake, appointment scheduling, and reliable after-hours coverage.

TPAs should focus on claims depth, adjuster productivity tools, and the ability to support multiple client programs.

Questions to ask any vendor:

• Which insurance workflows are pre-built, and which require custom work?
• Which core systems, AMS, and contact center platforms do you integrate with today?
• How does handoff to a human agent work, and what context is passed along?
• Which security certifications do you hold?
• Can you share insurance customer results and references?
• Can the platform expand to new use cases as our needs grow?

Conclusion

Conversational AI has moved well beyond simple chatbots in insurance. Today's platforms can handle FNOL, claim status, policy changes, quotes, and payments, while supporting adjusters and contact center staff in real time. Specialists like Sonant AI and Infer serve agencies well, Hi Marley leads in text-based claims communication, and horizontal platforms like Kore.ai and Cognigy bring enterprise scale.

For insurers that want to automate across the full policy lifecycle on a single platform, Floatbot.AI offers the broadest coverage in this list, from FNOL and adjuster assist to payments and agent support. See Floatbot's AI agents in action

Disclosure: This article is published by Floatbot.AI. Competitor information is based on publicly available sources as of November 2026. Features and offerings change frequently, so please confirm current capabilities directly with each vendor.