Zavarovalnica Triglav deploys Microsoft 365 Copilot and 40 digital mentors across 5,000+ staff

Zavarovalnica Triglav has rolled out Microsoft 365 Copilot and Copilot agents across its 5,000+ employees, supported by 40 digital mentors and governance controls, to speed back‑office work, legal drafting and claims handling while keeping use internal‑only.

Zavarovalnica Triglav, the Triglav Group’s parent company, has implemented Microsoft 365 Copilot and Copilot agents across its more than 5,000 employees to cut repetitive work and accelerate internal processes, according to Klemen Ramoveš, the company’s chief digital officer. The move targets productivity gains across the insurer’s operations, with early results cited in legal drafting and claims handling that justify rapid adoption.

Deployment combines Copilot, Copilot agents and a citizen‑development push using Power BI, RPA and Power Apps. The company has prioritized internal use cases rather than partner integrations, applying agents to HR onboarding, claims workflows and other back‑office functions where automation and summarization can shorten cycle times and reduce manual effort. To drive adoption, Triglav created 40 “digital mentors” who receive first access to IT support and maturity guidance so they can help colleagues apply Copilot in day‑to‑day work. These mentors act as hands‑on coaches across teams, promoting best practices and helping staff translate Copilot outputs into domain‑appropriate actions in customer experience, operations and new digital products.

The insurer operates in seven markets across the Adriatic region and serves a wider international ecosystem through brokers, agencies and reinsurance partnerships. Ramoveš says the company’s 125‑plus‑year‑old history and the highly regulated nature of insurance initially made employees cautious about AI tools; early productivity wins and mentor‑led guidance helped overcome that wariness and win adoption across those markets.

Governance and controlled self‑service sit at the center of the rollout. Employees can create and run agents for personal, team or enterprise use, but the company has put guardrails in place to prevent an unchecked, free‑for‑all deployment. Triglav also keeps Copilot use internal‑first and does not deploy Copilot with external partners. Concrete operational gains reported internally include much faster legal drafting, with benchmarks showing draft preparation times falling from a few hours to roughly five to ten minutes in many cases. Teams also use automated summarization of batches of claims documents to extract actionable items, and they convert Teams call transcripts into tasks to improve meeting follow‑through and accountability.

Ramoveš frames the initiative as both a digital and cultural transformation: rather than building a single sweeping agent, Triglav is pursuing a distributed ‘rising tide’ of smaller agents and mentor‑led adoption. The approach aims to unify fragmented business units, preserve human oversight and domain expertise, and position the company to evolve with AI while maintaining regulatory and operational controls.