- The group deploys AI solutions in key areas such as telephone support, 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, an independent global insurance broker, is decisively advancing its digital transformation strategy by implementing artificial intelligence (AI) solutions in key operational processes.
The objective: to gain operational efficiency so that your teams can dedicate more time to advising and supporting clients in an increasingly demanding market.
According to Patricio Ilyef Voss «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 makes us stand out: our customer relationships.”.
María, the assistant who 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 outside office hours and at weekends.
Complementarily, the group is working on the rapid implementation of virtual assistants on alternative channels such as WhatsApp, in order to offer a multichannel and always-accessible customer experience.
+400%: faster subscriber growth and portfolio defence
PIB Group Iberia has also applied AI to its automatic underwriting processes, allowing for the automatic quoting of general insurance policies, for both new business and portfolio renewals.
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%
In the field of Intelligent Document Processing (IDP), PIB Group Iberia uses AI and machine learning to extract relevant information from digital documents related to the identification and processing of receipts and in the handling of claims, achieving highly successful results.
Furthermore, the group is also working on increasing the automation of processes in claims management, with the aim of simplifying administrative processes and thus allowing claims handlers to focus on case analysis and customer service.
According to Gabriel Cereto, CEO of PIB Group in Spain, “Technology is a lever for 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 advisors.”.
This line of work is part of a wider commitment to free up teams from repetitive tasks so they can spend more time on client advice and relationships.
Martín Navaz, President and CEO of PIB Group Iberia emphasises that “lThe close coordination between the Spanish and Portuguese teams has made it possible to compare the most innovative models from each market and implement them in an agile and efficient manner in the other, achieving exceptionally reduced 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 outstanding 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.
