UAE-based Sukoon Insurance is preparing to launch an agentic AI solution designed to speed up the first notice of loss (FNOL) process for customers.
The system will review incoming emails and documents, register claims in real time when the required information is complete, and draft follow-up responses when documents are missing or unclear. Those responses will remain subject to final review by call centre agents.
Sukoon said the tool will help reduce manual work for its claims teams, allowing specialists to focus on complex cases and customer support. The insurer handles tens of thousands of motor claims each year and receives thousands of emails every month.
The launch builds on Sukoon’s digital claims work, which began in 2024 with a mobile app offering claim submission and optical character recognition (OCR). The company said most claims still require direct or email-based processing because its current self-service channels cover only certain accident types.
“Our new Agentic AI Solution ensures that from the second they reach out, they are met with immediate, intelligent assistance,” said Hammad Khan, Sukoon’s interim CEO and CFO.
Established in 1975, Sukoon serves customers in the UAE and Oman across motor, life, health and general insurance.
Source: Zawya
