Signal An insurer routes any risk-bearing task back to a human and publishes an AI manifesto

Summary

Deloitte describes insurer Mapfre as using AI agents across the organisation, including in claims management where they handle routine administrative work such as damage assessments. For more sensitive tasks such as communicating with customers, a person always remains involved. Group chief data officer Maribel Solanas Gonzalez says she weighs carefully which tasks to hand to agents, choosing only those they can complete safely and efficiently. Anything that may carry risk still passes through a human worker. She calls the model hybrid by design and argues that agents will not replace people but will shift their time toward more valuable work. The company has also published an AI manifesto that commits it to well-governed, respectful and safe AI.