COVU has launched COVU OS, an AI-native operating layer designed to rebuild insurance distribution workflows by converting every service request into structured, routable tasks.
The company said the platform is not an incremental AI enhancement to existing systems, but a re-engineering of insurance operations around a single unit of work: the task. Each inbound request is automatically interpreted, enriched with policy and carrier context, broken into structured components, and routed to the appropriate execution layer, including AI systems, automation tools, offshore support teams, or licensed agents, depending on cost, compliance, and complexity.
COVU said the approach addresses a long-standing inefficiency in the insurance agency model, where a significant proportion of resources are consumed by service work, while operations remain heavily reliant on email-based workflows, manual triage, and fragmented handoffs.
The OS sits at the centre of COVU’s broader technology stack, which includes VERO, Connect, Service Engine, Markets, and Capital. It acts as the orchestration layer that coordinates execution across these components, providing real-time visibility into operational performance.
The platform delivers granular metrics across cost per task, resolution time, escalation frequency, and routing efficiency, positioning it as both an execution engine and a live operational control system for agency leadership teams.
COVU said the system is already live across dozens of agencies, processing more than 150,000 tasks in its first 30 days. The company also reported a customer satisfaction score of 4.77 out of 5, alongside early indicators of improved retention and operational efficiency.
Ali Safavi said: “Insurance agencies have been trying to modernize for more than 20 years. The missing piece was never smarter software or better AI. It was an operating layer that actually runs the work. COVU OS is that layer. It takes every service request, breaks it into structured tasks, routes each one to the right execution layer, and learns from every outcome. The result isn’t incremental efficiency, it’s a fundamentally different cost structure and a fundamentally better operation. We’re not selling a tool. We rebuilt the workflow itself.”
The launch reflects a broader shift in insurance operations towards AI-driven orchestration models, as carriers and intermediaries look to reduce servicing costs, improve scalability, and optimise complex multi-channel workflows.
