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AI at Zurich

At Zurich, innovation sits at the core of our Group strategy and drives how we reimagine insurance for a digital world. With our AI360 strategy, we strive to become an AI‑native insurer, delivering competitive advantages across core businesses and enabling new business models. Built on our AI for Everyone principle, we enable colleagues across the organization to work confidently with AI, while scaling it responsibly to create sustainable long‑term value.

“AI has proven its significant value by enabling us to better serve our customers, reduce response time, and deliver more accurate risk information.”

Mario Greco

Group Chief Executive Officer

Mario Greco

AI Programs

  • Zurich AI Lab moon shot

    Zurich AI Lab

    Zurich is reimagining the future of insurance through the Zurich AI Lab, a collaboration with the University of St. Gallen and ETH Zurich. The lab accelerates industry transformation using AI by combining academic excellence with Zurich’s risk expertise and sponsoring five PhD researchers shaping next‑generation, responsible insurance.  

  • People with AR glasses on

    Agentic AI Hyper Challenge

    Launched in 2025, Zurich’s Agentic AI Hyperchallenge brought together more than 1,000 participants from 40+ countries to build real solutions using anonymized Zurich data and direct business expertise. The result: 218 prototypes across 17 use cases, with 34 finalists and 5 pilots now moving into production.

  • ZIC presentation

    Zurich Innovation Championship

    Zurich’s global startup program and one of the largest open innovation contests in the insurance industry. The Zurich Innovation Championship has led to more than 50 ongoing collaborations, helping Zurich identify, test and scale innovative solutions that address real business challenges across insurance.

  • Flags on poles

    AI to Z

    Through our Road to the Global AI Summit in Geneva 2027, AI to Z brings Zurich’s decades of risk expertise into the global discussion on safe and insurable AI. We are engaging through a series of events, discussions and publications to support practical leadership and help societies navigate AI’s risks and opportunities. More coming soon.

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    ZuriChat

    ZuriChat is Zurich’s secure AI assistant supporting everyday work across the organization. It helps employees with tasks such as summarizing and translating documents, searching content, data analysis, coding and technical support — delivering secure AI for a smarter workforce and freeing time for higher‑value work.

  • robot hands trying to touch

    GenAI Lounge

    Zurich’s GenAI Lounge is a secure and flexible gateway to Zurich IQ platforms, designed to simplify onboarding and access to a wide range of large language models. It enables seamless, direct connections to AI models across cloud providers, supporting scalable experimentation, secure deployment and responsible use of AI across the organization.

With AI advancing rapidly, we’re adapting our strategy to drive transformation at the core of our business and shape what’s next. By actively exploring the next wave of agentic AI opportunities, we can deliver meaningful impact for our customers and operations, while building a knowledgeable, future‑ready workforce.

Ericson Chan

Group Chief Information and Digital Officer

Ericson Chan

AI Use Cases & Real-World Applications

  • Voice IQ Award

    Use Case

    AI that listens: Zurich Voice IQ drives customer loyalty

    Powered by GenAI, Zurich’s Voice IQ analyzes thousands of customer calls to give call‑center teams real‑time guidance and tailored recommendations. This helps deliver highly personalized retention solutions. At Sabadell Seguros, our joint venture in Spain, retention rose 20%, earning the 2025 Qorus Innovation in Insurance Award.

  • Aerial imagery

    Use Case

    AI-powered aerial imagery transforms property underwriting

    In the U.S., Zurich partnered with Nearmap to bring AI‑driven roof scoring and high‑resolution aerial imagery into underwriting. The tool flags damage and risk exposures in seconds, boosting accuracy and speed. Now live nationwide, it enables better risk selection, faster quoting and tailored pricing in extreme‑weather regions.

  • archive of files

    Use Case

    Zurich Program IQ: AI‑powered clarity on multinational insurance policies

    Zurich Program IQ uses AI to review multinational policies across regions, languages and currencies, highlighting differences between local and master policies. Starting with property natural catastrophe coverage, it helps global businesses improve contract clarity, reduce gaps and manage complex insurance programs with greater confidence.

  • robot hand typing on laptop

    Use Case

    AI that streamlines: Smart Claims LISA for Zurich Chile

    Zurich Chile partnered with LISA, a LATAM AI platform, to transform health claims processing at scale. By automating the end‑to‑end claims journey, Smart Claims LISA enables faster settlements, higher automation and improved customer experience. Today, eligible health claims are processed in minutes, with fewer complaints, stronger fraud controls, and measurable cost efficiencies.

  • automation

    Use Case

    AI that empowers: Sixfold for Zurich U.S. Middle Market

    Zurich’s U.S. Middle Market team introduced Sixfold, an award-winning AI tool that summarizes complex data in minutes. By reducing manual work, underwriters respond faster, focus on expert analysis and customer relationships, and deliver tailored insurance solutions with greater accuracy and transparency.

  • a woman signing a paper

    Use Case

    Guideline IQ: Bringing clarity to every decision for Zurich underwriters

    Guideline IQ is Zurich’s in‑house chatbot for underwriters, providing fast access to the latest guidance across multiple sources. Live in 29 business units; the tool supports consistent decisions, reduces search time, and strengthens underwriting quality, compliance and customer outcomes.

  • hanging chat bubbles in different colors

    Use Case

    Parola: AI-powered service in Germany

    Together with Zurich Group Germany, Parloa uses AI voice automation to handle repetitive customer inquiries. By automating simple requests, service teams gain more time for complex conversations and personal support, improving both internal efficiency and customer experience.

  • Maria Apazoglou
    Zurich has an inspiring AI 360 strategy - AI For Everyone, AI at our Core and AI for the Future; our focus is to execute this strategy and drive real value for our employees, our customers, and our community.

    Maria Apazoglou

    Group Head of AI Engineering & Platforms

  • Every week we see exciting developments in AI, the future of AI is about leveraging the best of these to drive a better CX, better insurance decisions and productivity gains.

    Antony Elliott

    Group Head of AI R&D

    Antony Elliott
  • Christina Ghetti
    AI for Everyone puts powerful, trusted AI in every colleague’s hands—helping our people work smarter, faster, and with greater impact. By embedding AI directly into daily work through simple tools and persona‑driven learning, we’re building an AI‑proficient workforce ready to shape Zurich’s future as an AI‑native insurer.

    Cristina Ghetti

    Group Head Digital Employee Experience

  • At Zurich we embrace the combination of AI and the human-touch – which allows us to make the best use of AI and its transformative potential, while recognizing true transformation with AI is just as much about people as it is about technology.

    Jonathan Davis

    Head of AI: Global Life

    Jonathan Davis
  • Angelika Pauer
    If we don’t build and use AI responsibly, we risk scaling uncertainty instead of progress. But when we do, Responsible AI gives us the confidence to move boldly into the unknown.

    Angelika Pauer

    Group Head of Responsible AI

  • Agentic AI changes fundamentally how we work. To unlock its full potential, we need the courage to embrace this shift and bring AI consistently and responsibly into our day‑to‑day operations.

    Alexander Rosell

    Head of Center of Excellence Data & AI, Germany

    Alexander Rosell
  • Data and analytics drive Zurich’s strategy by using trusted, accountable AI to deliver insights faster, streamline workflows, support better decisions, and to enable people to focus on our customers.

    Kristen Bessette

    Chief Data Officer, US

    Kristen Bessette
  • Sami Mahmal
    In just the last three years, our Data & AI team has increased its impact tenfold across growth, profitability, and operational efficiency—and with the agentic AI revolution, we’re only getting started.

    Sami Mahmal

    Head of Data & AI, Asia-Pacific

AI capability building for the workforce of the future

Four people working together and looking at a tablet

AI for Everyone

Zurich equips employees with AI and digital skills through our Skills for Today & Tomorrow ecosystem and Digital Academy. Over the past 12 months, more than 5,000 colleagues have completed AI and data training. Since 2023, approximately 11,000 colleagues have voluntarily enrolled in AI and data upskilling, helping build future‑ready capabilities across the organization.

Two women working together on a project

Our starting point: Responsible use of AI

Responsible AI is foundational to how Zurich innovates. All employees using AI tools complete mandatory responsible‑use training, ensuring ethical, safe and transparent application of AI across daily operations, including internal AI assistants and productivity tools.

Woman in a meeting

AI training for senior leaders

Zurich’s Executive AI Masterclass equips senior leaders with a strategic view of AI, focusing on customer impact, risks and business value. To date, more than 200 senior leaders have completed this bespoke AI training, strengthening informed, AI‑driven leadership across the organization.

The 5 Principles of Agentic AI

Zurich’s approach to data privacy and responsible AI is grounded in its Data & Responsible AI Commitment, which consists of five pledges governing how customer data is used and protected. Building on this foundation, Zurich’s technological innovation and engineering experts have developed Agentic AI Principles, which complement the existing pledges by focusing on end‑to‑end protection of customer, employee and business data, as well as AI‑driven actions, while minimizing privacy risk from the outset.

1. Secure, Private & Accountable by Design

Protect customer, employee, business data and actions end-to-end and minimise privacy risk from the outset.

2. Responsible, Explainable & Governed AI

Ensure agent behaviour is lawful, ethical, transparent, and compliant with applicable regulations and Zurich policies.

3. Context as Asset

Treat Zurich’s proprietary context — knowledge, policies, data, and workflows — as a managed, high-value asset that gives agents their competitive edge.

4. Discoverability and Interoperability

Make agent capabilities easy to find, reuse, and safely compose across Zurich and with external partners.

5. Technology Standardisation

Reduce complexity, cost, and risk by converging on approved platforms, runtimes, orchestration frameworks and patterns while maintaining the flexibility to evolve.

News & Insights

AI is already reshaping insurance — and the risk landscape that surrounds it. This article examines how AI is reshaping insurance operations, risk landscapes, and policy thinking.

Ericson Chan explains in Insurance Times why redesigning work is critical to realising AI returns, shifting roles toward judgement, coordination and decisionmaking.

Zurich’s Penny Seach and Ericson Chan outline how organzations can scale AI responsibly by aligning technology, governance and workforce readiness to unlock lasting business value.

Zurich’s perspective on how trust, governance and workforce readiness help turn AI potential into real business outcomes.

Business Insurance reports on how Zurich is applying AI to reduce ambiguity, improve consistency and strengthen underwriting confidence across borders.

Zurich North America shows how applied AI is helping U.S. Middle Market underwriters work more efficiently and make better decisions.

Woman listening to headphones

Join our tech, AI & innovation teams

Have a look at our digital & technology career page.

Find out more

Frequently asked questions

Zurich uses AI across multiple areas of the business, including underwriting, claims, customer service, finance, and IT operations. AI supports activities such as document analysis, risk assessment, service automation, and productivity improvement, wth solutions scaled where they deliver clear business value.

Zurich AI360 is Zurich’s enterprise‑wide approach to using AI consistently and responsibly across the organization. It is built around three core priorities: AI for Everyone, which empowers colleagues to work confidently with AI; AI at our Core, which embeds AI into key insurance processes such as underwriting and claims; and AI for the Future, which explores new business models and innovation opportunities. AI360 is not a single tool, but a shared way of working that connects people, technology and responsibility at scale.

Zurich is preparing its workforce for an AIdriven future by building strong, practical AI capabilities across the organization. Through its Skills for Today & Tomorrow learning ecosystem, employees develop digital skills in AI, data and automation via structured progams, curated content and the Digital Academy.

In parallel, Zurich offers specialized professional training for functions such as underwriting, claims, actuarial and risk engineering, ensuring AI skills are embedded where they matter most in daytoday insurance work.

Zurich follows a clear Responsible AI framework defined in our Data & Responsible AI Commitment. It outlines how we protect customer data, ensure transparency when AI is used, and maintain human oversight, accountability and safety throughout the lifecycle of our AI systems. This includes Privacy‑by‑Design, lawful processing, data minimization, strict retention rules and strong information security controls. These safeguards ensure Zurich’s AI systems remain secure, compliant and transparent.

Zurich is reimagining the future of insurance through the Zurich AI Lab, a collaboration with the University of St. Gallen and ETH Zurich. The lab accelerates industry transformation using AI by combining academic excellence with Zurich’s risk expertise and sponsoring five PhD researchers shaping next‑generation, responsible insurance.

Zurich applies a global Data Privacy and Protection Framework to every AI solution. This includes Privacy‑by‑Design, lawful processing, data minimization, strict retention rules and strong information security controls. These safeguards ensure Zurich’s AI systems remain secure, compliant and transparent.

Zurich has developed a series of patented, real‑world technologies that demonstrate how research is translated into practical insurance innovation. These include MedEeye for medical document intelligence, Smart Intake for automated claims intake, Address Matching Intelligence (AMI), the Listed Buildings Identifier, Insight360 for predictive analytics, IoT Mould Prediction for early‑risk detection, and Face Cow, a computer‑vision solution for livestock risk assessment. Together, these patents show how Zurich’s R&D applies advanced AI and data science to deliver measurable business impact across underwriting, claims and risk prevention.