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CoverAgent AI
AI Governance

How We Govern the AI Inside CoverAgent

The NAIC Model Bulletin on the use of AI by insurers asks for governance, human oversight, documentation and vendor accountability. This page sets out what CoverAgent does in each of those areas, so your carriers, IMOs and compliance team can assess it. AI outputs pass rule-based compliance screening with human review queues and audit logging. Compliance screening does not replace licensed compliance professionals.

Talk to us about governanceSee the Trust Center
Scope

Where AI Is Used, and Where It Isn’t

AI is used for

  • Answering questions in the assistant and the public website chat
  • Coaching role-play and practice feedback
  • Drafting marketing content and funnel copy
  • Adapting nurture emails from approved templates
  • Suggesting next steps on leads in the CRM
  • Reading and summarizing IUL illustrations
  • A second look at compliance checks the rules find ambiguous

AI is not used for

  • Deciding whether a message may be sent: consent, opt-out, quiet hours and frequency caps are checked by fixed code
  • Compliance blocking rules, which are pattern-based and versioned
  • Lead routing: ownership match, your routing rules, then round-robin
  • Producer readiness decisions on licenses, lines of authority, E&O and appointments
  • Writing or verifying the audit ledger
Human Oversight

People Review Before It Matters

Approval before AI emails send

AI-adapted nurture emails are held for a person to approve, edit, reject or cancel before they go out. That is the default; an agency has to switch a step to auto-send deliberately.

Compliance review queue

When a check returns "review" or "block", the item goes to a review queue where your compliance staff can see what was flagged and why, and approve, reject or escalate it.
Deterministic Rules First

Rules Decide Before Models Do

Blocking is rule-based. The layers run in this order:

1. Rules run first, every time

The compliance engine starts with deterministic rules: versioned patterns for things like guaranteed-return claims and prohibited IUL illustration language. The first-pass rule check makes no AI calls at all.

2. AI only for ambiguous cases

An AI classifier is consulted only when the rules return an ambiguous "review" result. If it proposes a block that no enforced rule supports, the block is downgraded to human review.

3. People resolve the rest

Anything still uncertain goes to the review queue. Your agency can add its own overlay rules on top of the platform rules, but overlays cannot weaken the rule against guaranteed-return claims.
Documentation

Every AI Decision Is Logged

What an AI decision record holds

  • Which feature produced it and what action it proposed
  • A summary of the input and of the output
  • The compliance result and the evidence behind it
  • Model provider, model and prompt version, where recorded
  • Whether approval was required, and the reviewer’s note

Stored per agency

AI decision records are stored under your agency's tenant and linked to the related lead or conversation. Changes to the audit ledger are detectable through its hash chain.
Vendors

Model Providers We Use

Google Gemini (Gemini API / Vertex AI)

Primary AI model provider for assistant, coaching, drafting and classification features.

Anthropic

Secondary AI model provider, used as a failover when it is enabled in our configuration.

We do not use your personal information to train public AI models. See our AI disclosure and the full list of subprocessors in the Trust Center.

Carrier & IMO Audits

Evidence You Can Hand Over

Compliance export

Export the compliance review record as CSV or JSON, up to 90 days per export, filtered by workflow or decision. Each row includes the decision, the rules that triggered, the rule-model version, and who reviewed it and when.

AI audit trail export

Owners, admins and compliance staff can export the combined AI and compliance audit trail for up to the last 90 days.
Limits

What CoverAgent Is Not

Software, not legal advice

CoverAgent is software. It is not legal or compliance advice, and it does not replace legal or compliance professionals. Rules can miss things and AI can be wrong. You remain responsible for your communications, your recommendations and your regulatory obligations, including the consent you collect and the disclosures you give.

Preparing for a Carrier or IMO Review?

We can walk your compliance team through these controls and the exports behind them.

Talk to salesCompliance engine details