Pace selected by Prudential Financial to help automate insurance operations with agentic AI
Dec 4, 2025 - Pace has been chosen by Prudential's Individual Life Insurance (ILI) business to automate parts of policy service and quality assurance. The first wave of AI agents is live, already absorbing thousands of hours of work. The agreement began as a pilot and moved to full production after clear gains in speed and operational efficiency.
"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."
What this means for carriers and distributors
Agentic AI is moving from pilot talk to real work. In simple terms, these agents execute end-to-end tasks across internal systems, follow rules, document outcomes, and escalate exceptions without constant human intervention. For life insurers, obvious use cases include submission intake, policy servicing, QA checks, claims triage, and high-volume data entry.
The impact isn't just cost. Faster turnaround, fewer manual touches, and consistent documentation reduce rework and improve customer experience. The early signal here: a multi-year commitment began with a pilot and converted to production once the metrics held up.
Early scope (as disclosed)
- Policy servicing tasks within Prudential's ILI business
- Quality assurance support to tighten accuracy and compliance checks
- Live systems handling work at scale, measured in thousands of hours
How insurance teams can operationalize this
- Start small, scale fast: Pick 1-2 high-volume workflows with clear rules and measurable SLAs. Prove value, then expand.
- Codify business rules: Make decision paths explicit. Ambiguity is the enemy of automation.
- Instrument everything: Track cycle time, straight-through processing rate, exception rate, and QA variance by task type.
- Human-in-the-loop: Define escalation thresholds and approval lanes for edge cases and high-risk decisions.
- Audit-ready logs: Ensure every action is timestamped, attributable, and retrievable for internal audit and regulators.
Metrics worth watching
- Average handling time per transaction and overall cycle time
- First-pass accuracy and rework rate
- Straight-through processing percentage
- Exception rate by reason code
- Customer effort and satisfaction for impacted journeys
Risk, compliance, and controls
Keep model behavior inside policy. Validate agents against documented procedures, run scenario tests for edge cases, and set automated guardrails. Maintain clear data-access boundaries and least-privilege credentials across internal applications.
Operationally, pair every automated step with traceable evidence. If a regulator or internal auditor asks "who did what and why," you should answer in seconds, not days.
Why this announcement matters
Insurers don't move to production lightly. A pilot-to-production shift with a multi-year agreement signals measurable gains and organizational buy-in. For leaders, the takeaway is simple: automation is moving beyond experiments and into core operations where scale and accuracy matter.
About Pace
Pace provides an agentic workforce for insurance. Its AI agents operate within internal apps, reason across documents, and make phone calls to handle work typically sent to BPOs-covering submission intake, policy servicing, claims handling, and data entry. Learn more at withpace.com.
Level up team skills
If you're planning pilots or expanding automation programs, upskilling your team shortens the path to value. Explore practical AI courses by job function at Complete AI Training.
Contacts
Pace Media Contact
+1 (917) 791-0529
press@withpace.com
Pace Business Contact
Tristan Gosakti
tristan@withpace.com
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