Technology evolution in the financial services sector is entering a new chapter with the arrival of Agentic AI. This technology is touted as being capable of addressing the challenges faced by the insurance industry in Indonesia, which is currently confronting a rising trend in medical inflation as well as public demand for more responsive and personalized services.
According to data from the 2025 Financial Literacy and Inclusion National Survey (SNLIK) by the Financial Services Authority (OJK), the insurance literacy index stands at 45.45 percent, while financial inclusion reaches 28.50 percent. These figures serve as a strong signal for insurance companies to continue digital innovation in order to enhance public trust.
Unlike Generative AI, which is reactive, Agentic AI offers more autonomous reasoning and decision-making capabilities. This technology is designed to collaborate within complex business workflows, thereby enabling companies to provide significantly more relevant solutions tailored to the specific needs of each policyholder.
PT Prudential Life Assurance (Prudential Indonesia) is one of the companies beginning to integrate this intelligent system. This move was made to strike a balance between operational efficiency and the optimization of customer experience, which has always been a top priority.
The implementation of Agentic AI is projected to bring fundamental changes, moving from traditional automation systems toward adaptive intelligence. By leveraging advanced state-of-the-art algorithms, the insurance industry is expected to adapt faster to dynamic market changes while preserving a human touch in its services.
