Slovenian insurer scales Copilot through "digital mentors," not top-down mandates
Zavarovalnica Triglav, a 125-year-old insurance company based in Ljubljana, has deployed Microsoft 365 Copilot across its 5,000-person workforce by training 40 internal "digital mentors" rather than imposing the tool from IT leadership. The approach treats adoption as a cultural shift, not a software rollout.
Klemen Ramoveš, chief digital officer at Triglav, said the company has used Copilot "heavily since the beginning" of the tool's release. Early employee skepticism gave way to acceptance once staff saw how Copilot reduced tedious work and freed time for higher-value tasks.
The digital mentors-roughly 0.8% of Triglav's workforce-get first access to new Copilot features and technical guidance from IT support. They then identify opportunities within their own business units, whether back-office operations, customer experience, or new digital products.
"AI should be used by everyone, not just by the chief digital officer saying you should use it," Ramoveš said. "These digital mentors are the key, because you enable not just one thing, but you enable an army of people with proper knowledge."
Real gains in legal and HR workflows
Triglav saw measurable improvements in specific processes. When customers file complaints, Copilot now drafts legal responses in five to 10 minutes instead of several hours. The tool summarizes batches of claims documents and flags action items.
An early HR chatbot built on Copilot answers employee questions during onboarding-explaining policies, procedures, and internal rules. In a regulated industry, faster navigation of compliance requirements reduces friction for new hires.
Ramoveš uses Copilot to generate meeting notes from Teams call transcripts and task summaries. He said this has strengthened follow-through on commitments made during calls.
Governance without bottlenecks
Triglav operates in seven Adriatic markets and maintains strict regulatory oversight. Employees can create Copilot agents for personal or team use, then escalate them to enterprise deployment-but only through proper governance channels.
The company does not use Copilot with external partners, keeping its deployment focused on internal processes and staff support.
Ramoveš said the strategy mirrors a rising tide across the business rather than a single transformative agent. "We still believe that people are the key," he said. "It's 'Copilot'-it's not a pilot, so we need to have a lot of pilots on board."
For insurance professionals managing AI for Insurance initiatives, Triglav's model shows how AI Agents & Automation adoption succeeds through distributed expertise and clear governance rather than centralized mandates.
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