Univé builds an AI-ready workforce

Dutch cooperative insurer Univé has integrated ChatGPT Enterprise into its operations, establishing an AI-ready workforce across knowledge-based functions such as claims, underwriting, finance, HR, and legal. Rather than treating AI as an IT initiative, Univé approached the deployment as an organizational transformation. The organization brought management together for dedicated leadership sessions and embedded governance from day one to ensure security, privacy, and accountability. This early implementation of guardrails served as an innovation accelerator rather than a barrier, providing employees with the confidence to experiment responsibly. Employees were given permission, structure, and dedicated time to redesign their own work, resulting in approximately 1,500 custom GPTs created to address internal challenges. In practical applications, Workspace Agents now assist professionals by assembling claim files, reviewing veterinary invoices, and structuring underwriting queues before the working day begins. This reduces preparation time from hours to minutes while ensuring that trained human professionals retain full accountability for final decisions. Usage metrics indicate broad and sustained engagement, with 97 percent of licenses activated, 85 percent of licensed users active weekly, and an average of 40 prompts per active user each week. Univé is now exploring the next phase of enterprise AI through agentic workflows, aiming to create a new operating model where AI is an integral part of daily operations while preserving human expertise where personal attention matters most.