Prudential selects Pace to automate Individual Life Insurance operations with agentic AI
New York, December 4, 2025 - Prudential's Individual Life Insurance (ILI) business has chosen Pace to simplify service delivery with agentic AI. After a successful pilot, the program moved to full production under a multi-year agreement. The first systems are live, taking on thousands of hours of work across policy servicing and quality assurance.
What changed
Pace is deploying AI agents to support day-to-day policy service tasks and quality checks inside Prudential's ILI business. The goal: speed up cycle times, increase accuracy, and free teams to focus on higher-value customer interactions. Early results from the pilot were strong enough to greenlight production at scale.
Where AI is working today
- Policy servicing: handling repeatable, rules-based service work with consistent accuracy.
- Quality assurance: expanding coverage and catching issues earlier in the process.
Pace's platform is built for high-volume insurance operations and is commonly applied to submission intake, policy service, claims handling, and data entry. At Prudential, the initial scope centers on service and QA.
Why this matters for operations
- Throughput and speed: shorten handle times on routine work without adding headcount.
- QA coverage: increase review depth while keeping a tight feedback loop to the front line.
- Cost structure: shift work from outsourced queues to software-driven agents.
- Focus: give teams more time for complex cases and customer relationships.
What leaders are saying
"Our work with Prudential is an example of how AI can be used as a strategic advantage," said Pace CEO Jamie Cuffe. "We're thrilled to support their exceptional team with AI agents in production today that deliver best-in-class accuracy and speed at significant scale."
"We've taken a step forward on our journey to modernize the customer acquisition process," said Sara Atkinson, vice president of customer acquisition for Prudential's ILI business. "With automated systems, our teams now have more time to focus on customer relationships, which supports Prudential's broader goal of delivering industry-leading experiences for both clients and customers."
How to make this work in your shop
- Start with one high-volume, rules-based workflow and a clear success metric (accuracy, AHT, SLA hit rate).
- Instrument everything: measure exception rates, rework, and QA findings before and after deployment.
- Keep humans in the loop for edge cases and policy decisions; route them automatically.
- Build a governance cadence: weekly reviews on model drift, audit logs, and control changes.
About Pace
Pace provides an agentic workforce for insurance. Its AI agents work across internal apps, reason over documents, and place phone calls to automate tasks often handled by BPO teams. Leading insurers use Pace for submission intake, policy servicing, claims handling, and data entry.
Learn more at withpace.com.
What to watch next
- Accuracy and exception trends as volumes increase.
- Impact on cycle time and backlog stability during peak periods.
- QA findings translated into upstream fixes.
- Controls, auditability, and regulatory readiness.
Source
Contacts
- Pace Media Contact: +1 (917) 791-0529, press@withpace.com
- Pace Business Contact: Tristan Gosakti, tristan@withpace.com
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