A national commercial insurance brokerage with around 450 staff across six offices
- Industry
- Insurance & financial services
- Services
- AI development · Generative AI & LLMs · Full-stack development
- Duration
- 14 weeks
“We were nervous about an AI giving confident wrong answers. What we got is a tool that says it cannot find something when it should, and shows its work when it can.”
Challenge
Brokers answered policy-wording questions by searching a shared drive of 30,000 PDF wordings, endorsements and carrier bulletins, or by asking whichever senior colleague happened to be free. New hires took months to become confident, and the compliance team had no way to know which document version a broker had relied on when advising a client.
Solution
We built an internal assistant on a large language model that answers questions only from the brokerage's own document library and shows the exact passage and version it drew from. The retrieval layer indexes wordings, endorsements and bulletins as they land, keeps carrier-specific permissions intact, and declines to answer when it cannot find support in the source material. It runs inside the brokerage's own cloud tenancy, so no client or carrier data leaves their environment, and an audit log records every question, answer and citation. The full-stack build covers the ingestion pipeline, the broker-facing web app and the compliance review screens.
78%
Of wording questions resolved without escalating to a senior broker
11 min → 40 s
Median time to a cited answer
100%
Of answers traceable to a document version