Liberate’s AI Agents Take Over the Insurance Night Shift

A policyholder calls her insurance agency to ask what she owes. An artificial intelligence (AI) agent answers, pulls the balance and logs the call in the carrier’s core system, with no employee on the line. Interactions like that have given insurance agencies and carriers back more than 100 million minutes, Liberate, a provider of AI agents for property and casualty insurers, said Wednesday (Sept. 30).

Liberate’s agents handle requests that don’t need human judgment, such as a contractor asking for a certificate of insurance or a policyholder checking on an open claim, the company said. Each request is resolved and written back into core systems. More than 70 carriers and brokers run over 3.5 million transactions a month on the platform.

The freed time goes to different work depending on the role, Liberate said. Adjusters spend less of the day on status updates and more on coverage analysis and reserve accuracy. Licensed service reps who once spent afternoons sending ID cards now handle coverage conversations and retention calls. Some teams that answered phones all day now call customers first, ahead of a renewal or on the second day of a catastrophe.

Liberate Co-Founder and CEO Amrish Singh said the goal was “to stop making people do the work that machines can finish faster.”

Overnight Service Changes the AI Payback Math

The announcement does not say how many of the 100 million minutes came after hours. That split matters for the return. A minute saved during business hours comes off an employee’s workload. A minute handled at night may be service the insurer did not offer before.

Liberate’s agents let customers buy insurance when human agents typically aren’t available, Singh told TechCrunch in October 2025. A large insurer earned a 263% return on investment using Liberate’s agents, with sales up 15% and operating costs down 23%, the company said in its October 2025 announcement of a $50 million funding round.

Catastrophes test capacity the hardest. One property and casualty insurer handled 14 times its usual claim volume during back-to-back hurricanes without adding staff, using Liberate’s digital first-notice-of-loss intake, the company reported in a case study. Claim handling times ran 67% faster. At an unnamed client, hurricane claim response time fell from 30 hours to 30 seconds, Liberate told TechCrunch.

Branch Cuts Claim Reporting Time 42%

Branch, a home and auto insurer, moved first notice of loss to Liberate’s AI agents and digital intake. Reporting a claim now takes about 7 minutes, down from more than 12 with its outsourced call center, a 42% cut, Liberate said. About 43% of Branch’s claims now come in through those channels, and Branch expects them to cost roughly 70% less to handle.

Claims speed shapes loyalty. Seventy-five percent of consumers say they are very likely to switch carriers after a slow claims process, according to an August survey from InvoiceCloud, a billing and payments provider.

The industry is already moving toward AI. In a state regulator survey, 88% of auto insurers and 70% of home insurers said they use, plan to use or plan to explore AI, PYMNTS reported, citing the National Association of Insurance Commissioners (NAIC). As of March, regulators in 12 states were piloting an AI evaluation tool, with full adoption expected at the NAIC’s 2026 Fall National Meeting.