Definity Financial Corporation is deepening its use of artificial intelligence by rolling out Gemini Enterprise, Google Cloud’s agentic AI platform, across the organization.
The move makes the Canadian P&C group one of the first companies in the country to adopt the technology enterprise‑wide, and is aimed at supporting its ambition to be a digital leader in the Canadian market.
Definity said the deployment is a key step in its push to build a “digital and AI advantage,” embedding intelligent tools and scalable platforms to support innovation and productivity. By integrating Gemini into day‑to‑day workflows as part of a wider suite of AI tools for employees, the insurer is targeting improvements in collaboration, process efficiency and how it serves brokers and customers.
“Building on our strong collaboration with Google Cloud, we’re uniquely positioned to scale AI‑driven capabilities as Definity continues to grow,” said Tatjana Lalkovic, SVP and chief technology officer at Definity. “Our approach to AI is about empowering our employees to unlock innovation, foster creativity and productivity, and create new ways to deliver exceptional experiences for brokers and customers.”
The Gemini rollout builds on a multi‑year technology program at Definity. Lalkovic has previously outlined how the company migrated core platforms to the cloud, overhauled its data environment and modernized its API layer as part of a “digital core” strategy.
Definity partnered with Google Cloud to accelerate its data transformation and completed that work in what it describes as “industry record time” of less than 12 months, putting it in position to adopt newer generations of generative and agentic AI as they emerged.
That foundation has already been tested in claims. Over the past two to three years, Definity re‑platformed on Guidewire, redesigned business and technology flows and embedded AI into the claims process, rather than simply lifting and shifting legacy workflows. The company uses AI‑driven sentiment analysis on customer communications to help identify and prioritize cases where customers are upset or facing a critical issue, allowing adjusters to focus on “moments of truth” in the claims journey. Lalkovic said the changes significantly improved the company’s Net Promoter Score while also supporting better indemnity loss ratios and other financial metrics.
She has also highlighted four main areas where Definity is applying AI in production today: servicing (AI assistants for call‑center agents and adjusters), claims, underwriting, and software and infrastructure. In servicing, for example, AI tools “listen” to broker and customer calls, pull real‑time data from multiple systems and prompt agents with relevant information and compliant guidance, an approach designed to reduce handle time, support newer staff and lower the risk of missing regulatory requirements.
Definity’s adoption of Gemini Enterprise also tracks with a wider industry shift toward “agentic AI,” or systems that can perceive context, plan multi‑step tasks, act across tools and learn from outcomes with limited human intervention. Recent research has described how agentic AI in insurance can move beyond static prediction to “self‑managed choices and goal‑directed learning” across underwriting, risk modeling, fraud detection and claims.
In practical terms, this can mean digital agents that read submissions, orchestrate data gathering, propose pricing recommendations or pre‑populate documentation before a human underwriter signs off, or tools that prefill applications and compare options before a broker or customer approves the final choice.
Consultants have cautioned that these systems raise the stakes on governance, observability and human‑in‑the‑loop design, and require insurers to define clearly which decisions AI agents can fully automate, how exceptions are surfaced to experts and where accountability sits when agents act across organizational boundaries.
Definity said its AI program is organized around four pillars -- anchoring AI in business priorities; scaling a “future‑ready” foundation; embedding governance with a focus on responsible and secure AI; and fostering an AI‑fluent workforce.
That framing is consistent with broader guidance that AI in insurance should be treated as augmentation rather than “autopilot,” with humans retaining ownership of complex or sensitive calls while AI provides speed, access to data and pattern recognition.
The company said it has more than a decade of experience using AI to support strategic decisions and process improvements across the value chain, and that it relies on “best practices and practical tools” to ensure models and their applications are ethical and compliant with laws and regulations.
