Univé, one of the Netherlands’ largest cooperative insurers serving millions of members across insurance, mortgages, financial services and risk prevention, has integrated ChatGPT Enterprise into its workflows. The organization framed the initiative as an organizational transformation: the aim was to build AI capability across the workforce so employees could use AI safely, responsibly and effectively—not merely to roll out another tool.
Leadership and strategy
Univé treated AI as a leadership and organizational challenge rather than an IT project. The company convened its entire management community for dedicated AI leadership sessions that went beyond product demos and instead asked leaders to reconsider how work itself would change and how they should enable that change. Managers shifted from approving AI pilots to creating conditions for responsible innovation in their teams.
Governance designed into the rollout
Trust in the platform was essential for broad adoption, so governance was embedded from day one. The rollout included enterprise authentication, connector permission inheritance, privacy assessments, governance processes, security reviews, responsible AI principles, continuous monitoring and clear human accountability. Permissions mirror underlying enterprise systems to prevent AI access beyond what employees are already authorized to see.
By establishing strong guardrails early, governance became an accelerator for innovation rather than a barrier.
Employee-driven adoption at scale
With leadership direction and governance in place, employees led adoption. Rather than requiring detailed business cases for every idea, Univé gave staff permission, structure and dedicated time to rethink their own work with ChatGPT Enterprise. Across the organization, employees collectively spend hundreds of hours weekly redesigning work, building custom GPTs, experimenting with Workspace Agents and sharing successful approaches.
Today ChatGPT Enterprise supports knowledge work across nearly every business function—from claims and underwriting to finance, HR, legal, IT, customer service and management. Approximately 1,500 custom GPTs have been created to address internal challenges.
Concrete use cases: claims and underwriting
A clear example is pet insurance claims handling. A Workspace Agent can assemble the claim file, review veterinary invoices, check policy conditions, identify missing information, highlight anomalies and prepare a traceable recommendation before the claims handler begins assessment. Tasks that formerly took hours to prepare can now be ready for decision in minutes. Crucially, trained claims professionals remain fully accountable for final decisions: AI prepares the work, people make the decision.
Underwriting is another high-value application. Before an underwriter starts the day, a Workspace Agent reviews the incoming work queue, consolidates information from approved enterprise sources, identifies missing documentation, flags risk indicators and highlights priority cases. When the underwriter logs in, the queue is structured with relevant context and the evidence behind recommendations, allowing the underwriter to focus on applying professional judgment rather than assembling files.
Next phase: agentic workflows
Univé is exploring the next phase of enterprise AI with agentic Workspace Agents that proactively prepare recurring work across approved enterprise systems—bringing together information, surfacing relevant context and creating evidence-based starting points before employees begin their day. All new applications are evaluated within the company’s governance framework to keep security, accountability and responsible AI central to adoption.
Toward a new operating model
Univé’s ambition is not merely wider AI use but a new operating model in which AI becomes an integral part of how work gets done. By enabling employees to use and build AI responsibly, the insurer aims to improve service quality and accessibility, strengthen prevention efforts and give professionals more room to apply human judgment and personal attention where it matters most. Any competitive advantage is expected to follow from fulfilling that cooperative purpose.
