OWU24 - An Intelligent AI Platform for Insurance Agents

OWU24 is a modern AI-driven platform developed by Softwise.AI, designed to support insurance agents and brokers in their daily work. It combines automated collection of insurance terms and conditions (OWU documents), organization, advanced search, and offer comparison. The entire system is powered by artificial intelligence, enabling users to obtain reliable information with sources in just a few seconds.

Context and Objectives Behind OWU24

The insurance market is saturated with complex documentation, each insurance policy comes with General Terms and Conditions (OWU) and Product Cards, often spanning dozens of pages in fine print. Insurance agents and brokers must navigate these documents efficiently to provide accurate advice to their clients. In practice, this means keeping up with changes across multiple insurers and constantly comparing policy terms.

OWU24, developed by Softwise.AI, was created to address this challenge - a comprehensive knowledge base that consolidates all essential OWU documents and Product Cards from 41 leading insurance companies in Poland in one place.

The goal of the project was to streamline the work of agents by ensuring instant access to up-to-date insurance product information, enabling fast search and comparison, and automating the monitoring of changes. As a result, agents save time and can focus on client service, confident that they are working with the latest data.

Key Challenges

The insurance industry faces several significant challenges related to documentation:

• Dispersed Sources and Large Volumes of Data

Dozens of insurance companies operate in the market, each publishing its own OWU, product sheets, and annexes. These documents are scattered across websites and portals, making manual collection time-consuming and error-prone. Additionally, the sheer number of documents (OWU24's knowledge base includes nearly 2,000 documents from various insurance types and dozens of insurers) makes traditional processing methods inefficient.

• Frequent Updates and Changes

Insurance policy terms are regularly updated with new versions and modifications. Keeping up requires constant monitoring of numerous websites and industry bulletins. Lack of up-to-date information can lead to agents providing outdated or incorrect advice, posing a risk to both the client and the agent.

• Difficulty Finding Information

Even with all the documents in hand, finding a specific clause (e.g., whether a home insurance policy covers flooding) can be difficult. Traditional keyword-based search engines are not the most effective, they require exact keyword matching and ignore synonyms or context. Agents often have to manually review dozens of pages just to find a single relevant clause, which significantly slows down customer service.

• Offer Comparison

Clients expect agents and brokers to help them choose the product that best meets their needs. Comparing two or more insurance policies requires analyzing many parameters (e.g., exclusions, coverage limits, territorial scope, additional clauses) located in different sections of various documents. Manual comparison is time-consuming and prone to omissions or errors. The insurance market needed a tool that could automatically detect differences in OWU content and present them in a clear format.

OWU24 was designed to address these challenges by leveraging cutting-edge technologies in artificial intelligence and automation. Below, we describe how the system works and the solutions it offers.

OWU24 Platform

OWU24 is a SaaS (Software as a Service) platform available via web browser, serving as a central knowledge hub for insurance agents and brokers. It combines automated document collection and updating, categorization, semantic AI-based search, keyword-based search, and product comparison. By leveraging AI technology, users receive natural language answers with source citations.

Automatic Document Collection and Updates

OWU24 automatically scans over 400 sources: insurance company websites, industry portals, and newsletters, for changes to OWU documents and Product Cards. A dedicated bot visits all of the URLs and generates a report that allows automatic change detection.

New and updated files are added daily to a database that now includes nearly 2,000 documents. Each file is timestamped, allowing users to track changes. A dedicated Recently Updated section highlights all significant updates. Additionally, users receive weekly change summaries via the in-app chat and monthly change summaries via email. Archived files are labeled accordingly and remain accessible but are excluded from searches. This ensures agents stay up to date without manual monitoring.

Expert-Driven Content Classification and Categorization

OWU24 classifies documents by insurance type, insurer, and document type. The categorization was developed by an industry expert who defined 13 categories of insurance documents.

Files are named using a standardized format: Document Type / Insurer / Product Name (e.g., Product Card INTER Doctor Real Estate). This enables users to easily locate documents by name or filter them by insurance type and insurer using a clear catalog.

Intelligent Semantic Search with AI

One of OWU24’s core features is a semantic search engine powered by AI that allows users to ask questions in natural language and instantly find specific information within OWU documents. Instead of traditional keyword search, the system uses Retrieval-Augmented Generation (RAG), combining language models with a document database.

Documents are broken down into logical sections (e.g., paragraphs), transformed into vector embeddings, and indexed. When a user asks a question (e.g., “Does insurance X cover flooding?”), the system compares it to all document fragments and retrieves those most similar in meaning, even if phrased differently (“inundation from river water”).

Filters (insurance type - required, insurer - optional) help refine results. A language model (e.g., GPT-4) then generates a response based solely on the retrieved fragments, complete with citations and links to the original documents.

This enables users to get precise, verified answers in seconds, with the option to click through to the exact document section. This reduces the risk of errors, shortens analysis time, and significantly improves client service quality.

Keyword-Based Search

In addition to the semantic AI search, OWU24 also supports classic keyword-based search. This is complemented by filters for narrowing the knowledge base by insurance type (required) and insurer (optional).

Insurance Product Comparison

OWU24 also includes a Product Comparison tool that allows agents to compare multiple insurance products. The agent selects two or more products and the parameters to compare. The system then presents a clear comparison table.

Data is extracted using AI, which identifies key document fragments and assigns them to relevant categories. Each value in the table is accompanied by a quote from the source document, ensuring full traceability. The comparison tool helps quickly identify differences, making it easier to highlight the advantages and limitations of each product.

Summary

OWU24 addresses the key challenges facing the insurance industry today, from document overload and scattered sources to difficulties in fast information retrieval and offer comparison. With advanced AI technology, the platform automates time-consuming processes, provides instant access to reliable and current information, and enhances service quality.

All core features: up-to-date knowledge base, semantic and keyword search engines, and product comparison, are available through a simple, intuitive web interface. As a result, OWU24 effectively supports insurance agents and brokers in their daily operations. It’s more than just a technological innovation - it’s a tangible competitive advantage in the insurance market.

Since the beginning of our cooperation, OWU24 has become a valuable tool for our Advisors and the Agent Support Team. The system enables quick access to up-to-date insurance documents, which shortens client service time and improves the quality of provided services.

I recommend working with Softwise.AI in the area of AI-based solutions, especially in projects involving intelligent AI assistants and search engines operating on large sets of unstructured data (e.g., OWU documents and Product Cards).

Wojciech Andrzejak, Sales Director at Conditor Multiagency