- The group deploys AI solutions in key areas such as telephone customer service, policy subscription, portfolio defense, and document processing.
- The virtual voice assistant «María» has managed to ensure that 100% of calls are answered, with 24/7 coverage including weekends.
29 June 2026 -. PIB Group Iberia, an independent global insurance broker, is making a decisive step forward in its digital transformation strategy by implementing artificial intelligence (AI) solutions in key processes of its operations.
The goal: to achieve operational efficiency so that their teams can spend more time advising and supporting customers 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: the relationship with the customer.
María, the assistant who keeps the office open 24/7
The most established initiative is the deployment of «María», a virtual voice assistant that handles incoming calls 24 hours a day, 7 days a week and on holidays. Thanks to this solution, PIB Group Iberia has managed to ensure that 100% of calls are answered when all agents are busy and by extending telephone support outside of office hours and during weekends.
Additionally, the group is working on the rapid implementation of virtual assistants in alternative channels such as WhatsApp, in order to offer a multi-channel and accessible customer experience at any time.
+400% more speed in subscription and portfolio protection
PIB Group Iberia has also applied AI to its automatic subscription processes, enabling the automatic quoting of general insurance policies, both for new production and for cardholder protection.
The impact on management times is significant: both in new production and portfolio defense, the average process time has been reduced by more than 400%. A time that teams can dedicate to offering a more qualitative service to their customers.
Documentary processing with success rates close to 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 the handling of claims, achieving highly successful results.
In addition, the group is also working to increase the automation of processes in claims management, with the aim of facilitating administrative processes so that claims handlers can focus on case analysis and customer service.
According to Gabriel Cereto, CEO of PIB Group in Spain, “Technology is a growth lever, which makes it possible for PIB Group Iberia to always be at the service of people. We want to be more efficient in order to be better advisors.
This work line is part of a broader commitment to freeing task teams from repetitive tasks so that they can devote more time to advising and interacting with the client.
Martín Navaz, President and CEO of PIB Group Iberia He emphasizes that “lThe close coordination between the teams from Spain and Portugal has made it possible to compare the most innovative models from each market and implement them in the other in an agile and efficient way, achieving exceptionally reduced time-to-market”.
About PIB Group
PIB Group Iberia is an independent, dynamic and diversified insurance broker. Established in 2015, since then PIB Group Iberia has grown rapidly through acquisitions, both organically and by recruiting top 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.
