Univé, one of the Netherlands’ largest cooperative insurers, approached AI not as a technology deployment but as a major organizational transformation. Rather than building more AI solutions, the company chose to scale AI by creating more builders across its workforce. Leadership began with dedicated sessions for the entire management community, challenging them to rethink how work itself would change and how to enable that transformation. Governance was designed into the rollout from day one—enterprise authentication, permission inheritance, privacy assessments, security reviews, responsible AI principles, and clear human accountability gave employees the confidence to experiment responsibly. Permissions always follow underlying enterprise systems, preventing AI from accessing anything beyond what employees are already authorized to see.

With ChatGPT Enterprise as the secure platform, employees collectively spend hundreds of hours every week redesigning work, building custom GPTs, experimenting with Workspace Agents, and sharing successful approaches. Today, approximately 1,500 custom GPTs have been created to solve internal challenges across claims, underwriting, finance, HR, legal, IT, customer service, and management. One clear example is pet insurance claims: a Workspace Agent assembles the claim file, reviews veterinary invoices, checks policy conditions, identifies missing information, highlights anomalies, and prepares a traceable recommendation before the claims handler begins assessment. Work that previously took hours can now be ready for decision in minutes, while the trained claims professional remains fully accountable for every final decision. In underwriting, a Workspace Agent reviews the incoming work queue, combines information from approved enterprise sources, identifies missing documentation, flags risk indicators, and highlights priority cases. When the underwriter logs in, the work queue is already structured with relevant context and evidence.

Results at a glance: 97% of ChatGPT Enterprise licences activated, 85% of licensed users active every week, employees averaging 40 prompts per active user each week, and approximately 1,500 custom GPTs created. The organization is now exploring agentic workflows where AI proactively prepares recurring work across approved enterprise systems. Univé‘s ambition is a new operating model where AI becomes an integral part of how work gets done, strengthening service quality and accessibility for members while giving professionals more space to apply their expertise where human judgement matters most.