With a clear rule, the agent checks and the process moves

At the Transamerica Expo Center, in São Paulo, the panel "IA & Agentes e o Seguro" (AI & Agents and Insurance) at CQCS Inovação 2026 brought together executives from Intelidata, Air Company and AXA in Brazil. Fabio Pereira, from Air Company, talked about agents that check a series of items and, if everything is within the rule, release steps like automatic payment. In practice, when the rule is clear, the step doesn't have to wait for someone to look again.

Thales Chieco, from AXA in Brazil, distinguished generative AI, the kind that responds to a command or prompt, from agents that carry out tasks and automate processes. At AXA, one of the projects underway uses agents in quoting. The company is also studying using agents in claims.

Think of a distributor or a store. The customer's credit, the document or the order only get approved when one specific person looks, because only that person knows the rule. If that person goes on vacation, everything stops. With the rule written down, the agent checks and the team only handles what falls outside the standard.

Everton Castro, from Intelidata, drew attention to another point: a well-written message loses its effect if it arrives at the wrong time. Context and timing count as much as the text.

The panel's conclusion is that the change involves rethinking the customer journey, internal processes and the use of data. For us, automating without fixing the process first only makes the error move faster. Once it's fixed, it gains speed in everything that already has a rule.

This text was produced with the support of AI.

Sources

CQCS, 4 Nov 2026, Gabrielly Marqueton. https://cqcs.com.br/noticia/inteligencia-artificial-e-agentes-automatizados-transformam-operacoes-e-jornadas-no-setor-de-seguros/