- The group deploys AI solutions in key areas such as telephone customer service, policy underwriting, portfolio defence and document processing.
- The virtual voice assistant «María» has ensured that 100% of calls are answered, with 24/7 coverage, including at weekends.
29 June 2026. PIB Group Iberia, global independent insurance broker, is making resolute progress in its digital transformation strategy with the implementation of artificial intelligence (AI) solutions in key operational processes.
The objective: to gain in operational efficiency so that their teams can dedicate more time to client advice and support in an increasingly demanding market.
According to Patricio Ilyef Voss, CIO & COO of PIB Group Iberia: «We have accelerated the implementation of various artificial intelligence and automation initiatives that make it easier for teams to focus on the value proposition that sets us apart: customer relationships.
Maria, the assistant that keeps the office open 24/7
The most established initiative is the roll-out of «María», a virtual voice assistant that handles incoming calls 24 hours a day, 7 days a week, including public holidays. Thanks to this solution, PIB Group Iberia has managed to ensure that 100% of calls are answered when all agents are busy, and has extended telephone support beyond office hours and at weekends.
In addition, the group is working on the rapid deployment of virtual assistants on alternative channels such as WhatsApp, in order to offer a multichannel customer experience that is accessible at any time.
+400%: faster subscriber growth and portfolio defence
PIB Group Iberia has also applied AI to its automated underwriting processes, enabling automated quoting for general insurance policies, both for new business and portfolio defence.
The impact on processing times is significant: in both new business and portfolio management, the average processing time has been reduced by more than 400%. This frees up time that teams can devote to providing a higher-quality service to their customers.
Document processing with success rates of around 100%
Within the field of intelligent document processing (IDP), PIB Group Iberia uses AI and machine learning to extract relevant information from digital documents relating to the identification and processing of receipts and in claims handling, achieving highly successful results.
Furthermore, the group is also working on increasing process automation in claims management, with the aim of streamlining administrative processes so that handlers can focus on case analysis and customer service.
According to Gabriel Cereto, CEO of PIB Group in Spain, “Technology is a driver of growth, ensuring that at PIB Group Iberia we will always be at the service of people. We want to be more efficient in order to be better advisers.
This line of work is part of a broader commitment to free teams from repetitive tasks so that they can dedicate more time to advice and client relationships.
Martín Navaz, Chairman and CEO of PIB Group Iberia emphasises that “lthe close coordination between the teams in Spain and Portugal has made it possible to compare the most innovative models from each market and implement them in an agile and efficient way in the other, achieving exceptionally short time-to-market”.
About PIB Group
PIB Group Iberia is an independent, dynamic and diversified specialist insurance broker. Established in 2015, PIB Group Iberia has since grown rapidly through acquisitions, organic growth, and the recruitment of leading professionals with extensive knowledge and experience in the insurance market.
PIB Group offers a wide range of equipment, products and specialised services and is present in the UK, Ireland, Spain, Portugal, Germany, Italy, Poland, the Netherlands, Denmark, Romania, France and Israel. In these countries, it already has more than EUR 6 billion in premiums under management and more than 4,000 employees.
