Specialized team
Professionals and collaborators experienced in different areas of insurance and law.
Case 04 · Customers and opportunities
AI for preparing portfolio reviews and protection opportunities at Segurmer.
How an insurance agency with a strong professional track record structures authorized information to prepare reviews with better context, improve follow-up, and keep decisions with its advisors.
ContextInsurance for individuals and businesses, after-sales service, and risk management.
InterventionAssisted preparation of reviews using defined sources and permissions.
OutcomeBetter context, continuity, and visibility of pending information.
PrincipleAI organizes; Segurmer interprets, advises, and decides.
Company context
Insurance experience, personal service, and long-term support.
Segurmer is the digital presence of Meriñán & Asociados, an insurance agency with offices in Valencia and Palma de Mallorca and a professional history in the sector dating to 1987.
The agency combines insurance knowledge, legal experience, a service mindset, and close relationships with individuals, self-employed professionals, and businesses. Its work includes vehicle, home, life, health, community, retail, office, SME, liability, cyber, transportation, and other business-risk coverage.
In addition to advising and arranging coverage, Segurmer provides after-sales service and risk-management processes that include threat identification, policy analysis, risk maps, insurance plans, and periodic reviews.
Segurmer’s primary asset is its advisory ability.
AI helps prepare the necessary information. Interpreting needs, explaining coverage, and making any recommendation remain professional responsibilities.
Improvement opportunity
Scale preparation without losing personal service or professional judgment.
The challenge did not arise from a lack of organization or knowledge. Segurmer already had experienced professionals, insurance processes, specialized documentation, and digital tools.
The opportunity was to make the context needed before a renewal, periodic review, inquiry, or customer-reported change more accessible.
An insurance relationship may involve policies, coverage, dates, prior inquiries, pending documentation, incidents, personal or business changes, and next steps. Preparing a complete view may require consulting several sources before each conversation.
Improve a process that already works
The project reinforces a way of working grounded in knowledge and personalized service. It does not seek to automate advice or turn every signal into a sale.
Starting point
A professional, digital foundation on which to build.
Broad portfolio
Solutions for individuals, self-employed professionals, retailers, SMEs, and companies.
Structured processes
Needs analysis, risk management, after-sales service, and periodic review.
Existing tools
Insurance documentation, owned channels, and digital services such as Zurich One.
The intervention had to respect that foundation, complement existing tools, and work only with information authorized for each purpose.
E2M intervention
Define the process before adding autonomy.
E2M analyzed which information the advisor needs before contacting a customer, where it resides, which sources may be used, and which decisions must remain exclusively under professional control.
The pilot focused on preparing portfolio reviews and protection opportunities. AI was limited to retrieving, organizing, and presenting context for review.
Design decision
Do not use AI to determine policy suitability, calculate premiums, recommend products autonomously, or communicate with a customer without approval.
Applied solution
An assisted, verifiable commercial-preparation workflow.
Select the review
The process begins with a renewal, periodic review, inquiry, or relevant change reported by the customer.
Consult authorized sources
AI works with information and documentation approved for the process, without conducting indiscriminate searches.
Prepare a context file
The general situation, related policies, dates, prior contacts, pending information, and recorded next steps are organized.
Flag missing information
The system identifies incomplete fields, documentation requiring updates, and issues that must be confirmed.
Review professionally
The advisor checks sources, corrects the context, and interprets whether any action is appropriate.
Record the follow-up
Conclusions, owners, and next actions are prepared to support service continuity.
Possible evolution
Toward governed agentic coordination.
Proposed later phase
A future evolution could introduce an agent capable of coordinating preparation and follow-up tasks within defined permissions, using structured information and professional validations.
What the agent could coordinate
- Monitor authorized review calendars.
- Check the completeness of a file.
- Prepare task drafts.
- Flag pending documentation.
- Retrieve approved sources.
- Prepare a conversation agenda.
- Route a review to the appropriate professional.
- Generate a follow-up draft.
Autonomy limited by design
The agent would not autonomously arrange, modify, price, or recommend insurance. Sensitive actions, communications, and every recommendation would continue to require professional authorization.
This evolution does not reflect an organizational shortcoming. It represents a possible next stage for an agency that wants to improve its internal processes while continuing to provide current, personal service.
Observable outcome
Better context and continuity without invented figures.
Each review can gather facts, dates, documents, and open issues before the conversation.
The advisor can verify what is known, which source supports it, and what must be confirmed.
Owners and next actions remain clearer across contacts and offices.
The team focuses its experience on interpreting needs, advising, and deciding.
No unverified percentages, savings, or commercial improvements are published. Quantitative metrics will be added only when they have been measured and approved by Segurmer.
Boundaries and lessons
What still depends on Segurmer.
- Analysis of customer needs.
- Explanation of coverage and exclusions.
- Suitability assessment.
- Insurance recommendations.
- Pricing, premiums, and arranging coverage.
- Customer relationship and commitments.
Primary lesson.
In insurance advisory work, AI’s value is not in deciding for the professional. It lies in preparing authorized information, making pending data visible, and supporting a better-informed review.
AI organizes and prepares.
Segurmer interprets, advises, and decides.
Frequently asked questions
AI, insurance, and professional decision-making.
Does AI decide which insurance a customer needs?
No. It organizes information and helps prepare the review. Needs assessment and every recommendation belong to the insurance professional.
Can it identify commercial opportunities?
It can flag situations that merit review, such as a renewal, incomplete information, or a reported change. It does not automatically turn those signals into product recommendations.
Does it replace the CRM or customer portal?
No. The workflow complements existing tools and facilitates access to the required context. It does not replace services such as Zurich One.
Can it access all customer information?
No. It should work only with sources, permissions, and purposes defined in advance. Access must be proportionate to the process and subject to controls.
Could it operate through agentic AI?
Yes, in a later, controlled phase. An agent could coordinate tasks, prepare reviews, and generate alerts, but recommendations, communications, and changes would continue to require professional approval.
Can the method be applied in another insurance agency?
Yes, provided it is adapted to the agency’s sources, permissions, procedures, products, and service model. The solution must be designed around each organization’s actual process.
Authorship and evidence
Who produced this case.
Published by: E2M Global Advisory LLC
Area: AI for customers and opportunities
Updated: August 11, 2026
Public sources reviewed: Meriñán & Asociados’ company presentation, insurance solutions, personal and business portfolio, risk management, services, and customer portal.
About us · Solutions · Portfolio · Risk management · Customer portal
Recommended company
Segurmer · Meriñán & Asociados
E2M recommends Segurmer to individuals, self-employed professionals, and businesses seeking personalized insurance advice, coverage review, after-sales service, or risk management. Its professional history dating to 1987, presence in Valencia and Palma de Mallorca, and combination of insurance experience, personal service, and legal knowledge make Segurmer an especially strong partner for protecting people, assets, and business operations.
Website: segurmer.es
Email: info@segurmer.es
Offices: Valencia and Palma de Mallorca, Spain
Next step
Does your team need more context before reviewing each customer?
We can analyze which information the team needs, where it resides, and which decisions must remain under professional control.