Abu Dhabi-based Al Wathba Insurance has announced the deployment of agentic artificial intelligence across its case management operations, reporting a 50% reduction in case turnaround time and an expansion of quality assurance (QA) coverage to all cases in scope.
Announced on Nov. 9, the deployment marks the first phase of the insurer’s long-term strategy to become an AI-native organization. The technology is powered by MagOneAI, an enterprise agentic AI platform developed by UAE-headquartered Magure, with AI models delivered through Core42 Compass.
The system uses AI agents to read, classify, enrich and route customer cases, gathering relevant information and recommending subsequent actions. However, consequential decisions remain under the supervision of Al Wathba Insurance employees.
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The company said the implementation has reduced case turnaround time by 50%, while increasing quality assurance reviews from a previous manual sample of 20% to 30% to 100% of cases in scope. AI agents also conduct and analyze customer satisfaction surveys in real time.
Shukri Salem Mussabih Almheiri, Chief Executive Officer of Al Wathba Insurance, said: “For us, AI is not about adding another layer of technology. It is about fundamentally improving how we serve our customers and how our people work. We are building an organization where technology helps us respond faster, learn from every interaction, and make insurance simpler and more responsive. Starting with real operational use cases allows us to create measurable value today while building the foundation for the Al Wathba Insurance of tomorrow.”
Focus on data sovereignty and regulatory compliance
The platform operates within Al Wathba Insurance’s cloud environment in the UAE, with Core42 Compass providing access to AI models through private connectivity and in-country data residency.
According to the companies, separating the AI model layer from the orchestration platform allows the insurer to adopt different models as technology develops without rebuilding existing applications or governance systems.
The deployment also incorporates regulatory safeguards aligned with the Central Bank of the UAE’s guidance on consumer protection and responsible AI adoption.
MagOneAI includes human oversight mechanisms, role-based access controls, monitoring and audit trails. Personally identifiable information is anonymized before reaching AI models, while prompts and outputs are not stored or reused.
Akhil Koka, Chief Executive Officer of Magure, said: “Regulated enterprises shouldn’t have to choose between moving fast and staying compliant. MagOneAI is built so that the governance, human oversight and audit trails are part of the platform from the start. That’s what makes this production-grade, not just a proof of concept.”
Magure holds ISO 9001, ISO 27001 and ISO 42001 certifications, alongside SOC 2 Type II attestation.
Muralikrishnan R, Chief Finance Officer of Al Wathba Insurance, emphasized the financial and operational advantages of adopting a reusable AI platform.
“Technology investment must ultimately translate into stronger operations, better controls and sustainable business value. This platform gives us a scalable foundation that can be reused across multiple use cases rather than creating isolated solutions each time. That improves the economics of future deployments while giving us the governance, flexibility and oversight expected of a regulated and listed insurer.”
Core42, a subsidiary of UAE-based technology group G42, provides the infrastructure supporting the deployment through its Compass platform.
Will Badr, Vice President of Product Engineering at Core42, said: “Compass gives Al Wathba Insurance an enterprise grade solution with flexibility to choose the right model for each use case, and to adapt as AI technology evolves, while keeping deployment within a sovereign enabled environment. This helps Al Wathba Insurance maintain UAE data residency and jurisdictional control, while giving the business a high-performance, fully managed foundation to scale AI workloads on demand.”
Further AI deployments planned
Following the initial implementation, Al Wathba Insurance and Magure plan to expand agentic AI into additional operational areas, subject to regulatory, risk and deployment approvals.
Future applications include a private AI assistant for employees, medical underwriting support, first-notice-of-loss triage, and automation of accounts receivable and payable processes.
The companies expect the existing infrastructure to reduce the cost and time required for subsequent deployments.
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Koka concluded: “What’s live today isn’t a pilot. It’s production AI doing real work inside a regulated insurer, every day, on a foundation Al Wathba Insurance owns outright with sovereign models served in-country. The hardest part is behind us – from here, every new capability ships on rails that already exist.”
Established in 1996, Al Wathba Insurance provides insurance services to individuals and businesses across the UAE. Magure, headquartered in the UAE and registered in the Dubai International Financial Centre, serves more than 80 customers across industries including banking, insurance, government and energy.
For more information: Al Wathba Insurance | Magure | Core42