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Indemn: Transforming Underwriting with AI-Powered Efficiency

 

At InsurTech NY, we’re passionate about supporting startups that are redefining the future of insurance. One such standout is Indemn, a member of our past InsurTech Match cohort, which is making waves with its AI-driven solutions. Today, we’re excited to spotlight their recent collaboration with GIC Underwriters, a licensed wholesale broker and MGA, which demonstrates how Indemn’s technology is revolutionizing underwriting processes and enhancing customer service.

Read the Full Case Study

The Challenge: Scaling Exceptional Customer Service

GIC Underwriters has built a 30-year reputation for superior service, deep market knowledge, and early adoption of technology. However, their highly skilled team of six customer service representatives (CSRs) faced a growing challenge: managing a high volume of routine broker inquiries about risk appetite, coverage details, and quote generation.

During peak hours, repetitive questions pulled valuable resources away from complex underwriting decisions and new business opportunities. GIC needed a solution that could maintain their high service standards while freeing their experts to focus on strategic tasks.

The Solution: Indemn’s Generative AI-Powered Broker Portal Assistant

GIC turned to Indemn’s Broker Portal Assistant, an AI-powered solution designed to handle routine inquiries with precision and efficiency. Indemn’s platform stood out for its ability to:

  • Provide immediate and accurate responses to broker inquiries.
  • Seamlessly escalate complex queries to human CSRs when needed.

The implementation process was remarkably smooth. Indemn worked closely with GIC to convert their marketing materials, appetite documents, and company resources into a finely tuned, insurance-specific knowledge base. With just a single line of code, GIC integrated Indemn’s AI agent into their broker portal. Testing in a sandbox environment took less than 7 days, and the AI agent went live with minimal disruption.

A key feature of Indemn’s solution is its human-in-the-loop approach. GIC’s team used Indemn’s Agent Copilot to provide real-time feedback, refine responses, and update the knowledge base. This hands-on oversight reduced AI errors by 95%, ensuring that responses stayed aligned with GIC’s vetted information and business goals.

The Results: Efficiency, Accuracy, and Scalability

The impact of Indemn’s solution was immediate and transformative. Within the first 60 days of implementation, GIC’s AI agent:

  • Autonomously handled 46% of all broker inquiries.
  • Achieved 95% accuracy in responses.

Additional benefits 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 opportunities.

Surprisingly, the AI agent also drove higher engagement with newly appointed producers by efficiently answering questions about GIC’s product appetite, helping them identify new business opportunities.

GIC’s team, initially cautious about AI, quickly became enthusiastic supporters. As Juan Carlos Diaz-Padron, Chief Underwriting Officer at GIC Underwriters, noted:


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.”

 

Looking Ahead: A Data-Driven Future

Indemn’s solution didn’t just solve GIC’s immediate challenges—it also provided a foundation for future growth. Every AI interaction is automatically categorized and summarized, giving GIC valuable insights into broker behavior, market trends, and emerging opportunities.

Using Indemn’s AI Studio and REST APIs, GIC is now building custom workflows to streamline tasks like payment status checks and policy updates. In 2025, they plan to expand Indemn’s AI capabilities to phone and email channels and automate quoting for high-volume products. This strategic move will help GIC build a more scalable, resilient, and partner-centric business.

Why This Matters for the InsurTech Ecosystem

Indemn’s work with GIC Underwriters is a shining example of how AI can transform traditional insurance processes. By automating routine tasks, Indemn is enabling insurers to focus on strategic growth and deliver greater value to their customers.

As part of our InsurTech Match cohort, Indemn continues to demonstrate how startups can lead the charge in driving innovation across the insurance industry. Their success story with GIC underscores the importance of collaboration between InsurTechs and traditional insurers in creating a more efficient and customer-centric future.

Conclusion

Indemn’s collaboration with GIC Underwriters is a testament to the power of AI in solving some of the insurance industry’s most pressing challenges. By combining cutting-edge technology with a human-in-the-loop approach, Indemn is setting a new standard for underwriting efficiency and customer service.

We’re proud to have supported Indemn through our InsurTech Match program and look forward to seeing their continued impact on the industry.

To learn more about Indemn and their innovative solutions, visit their website at www.indemn.ai. Stay tuned for more updates on our blog as we continue to spotlight the incredible work of our InsurTech Match alumni.