Univé Builds an AI-Capable Workforce

Univé is a large Dutch cooperative insurer operating insurance, mortgage, financial services, and risk prevention businesses. Rather than treating AI as a simple technology rollout, the company saw it as a transformation of how the entire organization works, and built on ChatGPT Enterprise to create an environment where every employee can use AI safely and effectively.

The starting point for change was leadership. Univé defined AI not as an IT department project but as a company-wide transformation, holding AI leadership sessions for executives to discuss changes to work and responsible innovation.

At the same time, the company introduced enterprise authentication, connector permission inheritance, privacy impact assessments, security reviews, responsible AI principles, continuous monitoring, and clear human accountability structures. AI access permissions were designed to follow the same permissions as existing enterprise systems, ensuring that AI could not access information employees weren't originally able to see.

Instead of submitting detailed business plans each time, employees were given a certain level of authority, structure, and the time needed to redesign their work. As a result, employees now spend hundreds of hours each week redesigning their work with ChatGPT Enterprise, building Custom GPTs and Workspace Agents, and sharing success stories.

ChatGPT Enterprise is now used across nearly every business area, including claims, underwriting, finance, HR, legal, IT, customer service, and management. Employees have created about 1,500 Custom GPTs, with an enterprise license activation rate of 97% and a weekly active user rate of 85%.

A representative use case is pet insurance claims. A Workspace Agent helps gather claim documents and review veterinary invoices, cutting the time needed to prepare a claim for a decision from hours down to minutes.