Unitary, the AI automation firm originally known for its pioneering work in content moderation, today announced the wider rollout of Virtual Agents for Insurance, its first industry-specific development. After months of working closely with early customers, Unitary is officially making Virtual Agents for Insurance available for the broader market. The move marks Unitary’s entry into insurance operations, helping firms reduce repetitive manual work without the need for costly, multi-year transformation projects.
Unitary shot to prominence almost two years ago by applying machine learning to the problem of harmful online content. It has already successfully delivered impactful automation to brands including Trustpilot, Substack and Depop and now, the company is bringing its technology prowess to commerce, with a particular focus on the $29 billion Managing General Agent market.
Virtual Agents apply a proprietary mix of AI and software to replace complete manual processes, including those with complex human reasoning, multi-step workflows and multiple tools. This marks a significant step forward in automation: harnessing the power of the latest AI but in a highly robust, repeatable way that businesses can rely on. The result is work done in seconds rather than hours, with radically different costs and no process changes, tech integration or system overhauls required to achieve it. From healthcare to financial services to logistics, any business struggling with manual, complex workflows can benefit from Virtual Agents.
Insurance: A Sector Ready for Change
Insurance remains heavily reliant on manual processes and legacy systems, and is beset with costly bottlenecks and service delays. A recent report by Insurance Times found that 68% of claims professionals cited excessive workloads as the most common difficulty about work in the sector, followed by insufficient systems (63%) and pressure to settle claims quickly (57%).
The sector as a whole is also embarking on large transformation projects, which may take several years. Recognising this need, Unitary is helping firms automate today, supporting workflows across claims, submissions, renewals, compliance, billing, and policy servicing.
In partnership with Attune, a leading managing general agent (MGA) for small business coverage, Unitary deployed Virtual Agents to automate loss run requests end-to-end. The results were striking:
- 99%+ automation rate from day one
- 5 weeks from kickoff to full deployment
- 50% lower costs
- +19% boost in customer satisfaction
Automation Without Trade-Offs
While most automation technologies stop at basic tasks or data extraction, Virtual Agents go further by executing complete workflows end-to-end, directly within existing systems.
Unlike agentic AI, which can be broad, unpredictable and difficult to control, Virtual Agents are deterministic, auditable and purpose-built. They combine advanced reasoning with a clear operational scope, ensuring every action follows business rules and is transparent to monitor and govern.
Virtual Agents replicate how skilled employees work, navigating portals, managing multi-step authentication, downloading documents and applying human reasoning across multiple systems, but do so with consistency, scalability and speed. This enables insurers to:
- Automate complex workflows across multiple platforms with zero system changes
- Deploy in weeks, not months, with no integrations or engineering effort, and no need to overhaul existing systems
- Scale seamlessly as needs evolve, while maintaining full control and compliance
- Deliver automation radically faster and cheaper than a human team, with human-level accuracy guaranteed
The result is automation without trade-offs. Faster, lower-risk deployment and higher rates of end-to-end automation, unlocking greater cost savings and operational resilience than any other solution.
Sasha Haco, Co-Founder and CEO of Unitary, said:
“Businesses know they need to master automation but their lived reality is that automation projects are high effort and high risk. Virtual Agents require no engineering integration or changes to existing processes while delivering real value, incredibly quickly. With Virtual Agents we are delivering intelligent automation that can adapt, scale and drive real business outcomes.
Michael Guity, Back Office Team Manager at Attune, said:
“What we’re able to do with Unitary isn’t just automating workflows, it’s laying the foundation for the next version of Attune.”
