Leading Insurance Carrier Scales Agentic Applications While Staying Compliant with Fiddler
A leading North American insurance carrier is modernizing claims operations with agentic AI while maintaining responsible AI governance. As emerging requirements from the NAIC, federal, and state-level mandates increase scrutiny around fairness, transparency, and accountability, the carrier needed a platform to validate deployments before launch and maintain continuous compliance in production to support executive governance
With Fiddler, the carrier deployed an agentic Virtual Claims Assistant (VCA) and a Demand Letter Summarizer (DLS), backed by enterprise-grade monitoring, in-environment evaluations, and audit evidence to support governance goals.
Delivering Visibility, Context, and Control Through AI Observability
With Fiddler, the insurance carrier achieved:
- Faster processing of document-heavy claims work: Used DLS to extract key entities from long-form documents (for example, parties involved, amounts, and medical or hospitalization details), reducing manual review time.
- Unified governance across the AI portfolio: Centralized visibility across agentic and ML workflows so governance leaders can review outcomes through executive dashboards.
- Audit evidence for compliance: Mapped internal governance requirements (fairness, non-discrimination, transparency) to trackable technical metrics, then monitored those metrics in production.
Operationalizing Responsible AI in a High-Stakes Environment
The carrier faced two interlocking challenges.
First, governance requirements were easy to state and difficult to operationalize. Teams needed a way to translate policies into continuously measurable signals and automatically generate evidence, rather than periodic manual reporting.
Second, the move from traditional ML to probabilistic and agentic workflows introduced new production risks. Without purpose-built Agentic Observability and Guardrails, teams lacked the ability to continuously measure correctness and safety, and the ability to quickly determine the root cause of failures.
To confidently move from proof-of-concept to production, the carrier needed a platform built to evaluate and monitor agentic systems, with the security posture required for regulated environments and cost-effectiveness in mind.
Establishing the AI Control Plane for Insurance Claims
Fiddler became the carrier’s governance and compliance proof engine, grounding responsible AI requirements in measurable monitoring and analytics.
For AI workflows like DLS, the carrier operationalized evaluation and monitoring for outputs, tracking quality signals over time so teams could identify drift, investigate failures, and improve system behavior with a continuous feedback loop.
For broader coverage across the AI portfolio, Fiddler provided unified monitoring and analysis across agentic and predictive ML applications. When issues emerged, teams could use root cause analysis to pinpoint what changed, where it changed, and why it changed, then take corrective action.
Driving Trustworthy Claims Automation at Enterprise Scale
With Fiddler, this leading insurer moved from cautious experimentation to controlled, production-grade adoption of agentic AI. The carrier can now maintain governance visibility across production AI systems and provide audit evidence that supports responsible AI practices in claims operations.
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