Dubai, United Arab Emirates UAE:
Sukoon Insurance PJSC (“Sukoon”) today announced the upcoming launch of its advanced Agentic AI Solution for First Notice of Loss (FNOL), a major technological milestone designed to transform the claims processing experience for its customers. This deployment will drastically reduce wait times and streamline claim registration by providing rapid, data-driven responses to customers at their most critical moment of need.
Historically reliant on its call centre, Sukoon initiated its digital claims journey in 2024 by launching a mobile app featuring built-in OCR technology and claim submission. Today, the company handles tens of thousands of motor claims annually and receives thousands of emails per month. Because digital self-service channels currently accommodate specific accident types, a vast majority of claims still require direct or email processing.
To manage this immense volume, the Agentic AI FNOL eliminates the manual time taken by customer service agents to individually open and review emails and documents. If the submitted documents are in order, the AI automatically registers the claim in real time. However, if a document is illegible or missing, the Agentic AI steps in to draft a response email for the agent. Even during follow-up communications and in case of missing or unclear documentation, the AI will proactively draft the subsequent response email, keeping it ready for the call centre agent’s final review.
“When our customers experience a loss, their priority is a swift, seamless resolution. Our new Agentic AI Solution ensures that from the second they reach out, they are met with immediate, intelligent assistance,” said Hammad Khan, Interim CEO and CFO at Sukoon Insurance. “By streamlining the FNOL process and utilising sophisticated document recognition, we are not just saving time; we are delivering on our promise to provide exceptional, frictionless service when our customers need us the most.”
The implementation of this system will also empower Sukoon’s claims handlers. By optimising the routine intake, initial processing and preliminary reviews, the Agentic AI frees up the team’s human experts to focus on more complex claim resolutions and personalised customer care, driving both operational efficiency and heightened customer satisfaction.
About Sukoon:
Established in 1975, Sukoon Insurance PJSC (“Sukoon”) – a public stock company – is among the leading insurance providers in the UAE. Sukoon provides a range of comprehensive insurance solutions for motor, life, health, and general (property, energy, engineering, aviation, marine, and liability) needs to its 1.36 million insured members. Sukoon’s operations span across Oman and all Emirates in the UAE.
Sukoon is committed to providing outstanding insurance solutions which help create and protect wealth and wellbeing. The Dubai-based company stays true to its vision by serving businesses and individuals with a team of over 700 professionals through an intensive distribution network of branches, brokers, bancassurance partners, agencies, e-commerce platforms, and a dedicated call centre.
In 2024, Sukoon registered gross written premiums (GWP) of AED 5.84 billion. With a solvency ratio exceeding 270 percent and exemplary ratings from Standard and Poor’s (A rated) and Moody’s (A2 rated), it clearly demonstrates its financial soundness, robustness in risk management processes, effective governance, and ability to serve its clients effectively in the long run.
At its core, the Company is customer-centric, with a keen devotion towards providing exceptional services. Its priority has always been to build long-term relationships with its clients with their delight as its non-negotiable objective.
Put simply, Sukoon wants to continue reinforcing its position as a reference for other insurers in the region for exemplary customer service.
