If there’s one theme that’s come up in nearly every customer conversation I’ve had over the past year, it’s this: “We want AI but we need it to actually work.” Not in a prototype. Not in a pilot. And not as a disconnected tool that sits outside of our core operations. That frustration is valid, because for many carriers, AI hasn’t delivered. The technology gets hyped, then hits walls: disconnected workflows, weak governance, bad data, and platforms that weren’t built to support it. And the result is what the research shows: most enterprise AI projects never make it past the pilot stage. That’s why what we’re delivering with FINEOS AI feels different. Because it starts from the right place, the real work insurers do every day, embedded in the platform they already use.
Where AI Actually Needs to Show Up
At FINEOS, we’ve embedded AI directly into FINEOS AdminSuite, where Claims, Absence, Policy, Underwriting, and Billing teams already spend their time. This isn’t an overlay or an add-on. It’s built into workflows where:
- Claims need to be triaged intelligently
- Case managers need a heads-up on what matters
- Underwriters need missing data surfaced at intake
- Policy teams need cycle times compressed
When I talk to carriers, this is the kind of AI they’re looking for not generic automation, but intelligence that’s fit for purpose, compliance-aware, and easy to trust.
The Opportunity for Embedded AI Is Right Now
If you’re wondering how fast this will become the norm, consider these numbers:
- By end of 2025, most enterprise apps will ship with embedded intelligent assistants
- By 2026, 40% of apps will include task-specific AI agents that automate end-to-end work
That’s not a future problem; it’s a current opportunity, and FINEOS clients are already positioned to lead that shift because AI is embedded where it matters most.
What Embedded AI Looks Like in Practice
When we walk carriers through the capabilities of FINEOS AI, here’s what tends to resonate:
For Customer Experience
- Turnaround times drop from days to minutes
- Simple cases can be automated confidently
- Consistency and speed across every interaction
- Better outcomes for employers, employees, and brokers
For Teams
- Admins and examiners get time back from manual tasks
- Context is surfaced right where the work happens
- Decisions are easier and more defensible
For Case Managers
- No jumping between systems
- AI highlights what needs attention
- Low-value work gets automated
- The UI becomes more intuitive and action-oriented
For Compliance and Control
- Every AI-generated insight is audit-flagged
- Full human-in-the-loop flexibility
- Customers decide when, where, and how AI is used
- All of it runs within the FINEOS Cloud, powered by AWS
The Key: Built for LA&H, Not Adapted to It
One of the biggest things I emphasize with customers: this isn’t general-purpose AI dressed up for insurance.
FINEOS AI is:
- Purpose-built for Life, Accident, and Health
- Trained on real workflows, not generic ones
- Designed to remove blockers like summarization gaps or automation blind spots
- Iterative, it improves without disrupting
- Fully explainable and compliant with evolving global AI standards
And importantly: most FINEOS clients don’t need to lift a finger to get started. The AI is already there, embedded in the platform.
It’s Not About Turning on AI. It’s About Being Ready for It.
Here’s a reality we see often:
Some of the most successful carriers don’t activate AI immediately. They focus first on:
- Optimizing their platform
- Getting workflows running cleanly
- Training users and building trust
- Ensuring governance is in place
And when they do turn it on? They’re ready to get real value and not just from automation, but from intelligence that truly supports their people. That’s what I tell every carrier: AI is a multiplier, not a shortcut.
This Isn’t Just What We Built, It’s What You Asked For
Everything we’re delivering with FINEOS AI is grounded in what I’ve heard from customers:
- “We want AI that makes my team’s day easier.”
- “I need to trust the data and understand how it got there.”
- “I don’t want to maintain another system just to get insights.”
This release answers that and builds a path forward that’s embedded, secure, and scalable.
Embedded. Transparent. Intelligent.
That’s not just our message; it’s what customers told us they need. And now, it’s what they can use.
