Nurix AI

Customer Stories

First Mid Insurance Group

We’ve turned cumbersome manuals into interactive AI assistants—dramatically increasing productivity, streamlining training, and reducing compliance risks.

Clay M. Dean

CEO, First Mid Insurance Group

We’ve all been part of a customer service call where we’ve heard our own information being fed back to us three times.‘Once and done’ with an AI agent solution is a complete game changer. I am truly amazed.”

Robert J Mittel

Co-Founder & Managing Director, FIIC

We’ve turned cumbersome manuals into interactive AI assistants—dramatically increasing productivity, streamlining training, and reducing compliance risks.

Clay M. Dean

CEO, First Mid Insurance

About the company

First Mid Insurance Group is a full-service insurance agency offering personalized solutions for individuals, families, and businesses.

https://www.firstmidinsurance.com

Industry

Insurance

Location

United States

Featuring

Clay M. DeanCEO, First Mid Insurance Group

Robert J MittelCo-Founder & Managing Director, FIIC

Scott StathisCo-Founder & Managing Director, FIIC

Erin DonnellyHead of Digital Distribution, First Mid Insurance Group

Listen to the full podcast

Client Problem and Context

First Mid Insurance Group (FMIG) has experienced significant growth through recent agency acquisitions. Merging previously independent agencies with different service models also introduced operational challenges (i.e., multiple training manuals, inconsistent workflows, and conflicting procedures that complicated even basic inquiries). This made onboarding and training cumbersome, and any inconsistency posed risks to compliance and potentially increased our E&O exposure.

As highlighted by the CEO, First Mid Insurance Group

“We’ve brought on, I think, five new agencies recently, and I was getting a lot of feedback that we don’t have consistent workflows, processes and so on.While our training documentation is robust with a 200+ process manual,this was the perfect opportunity for FMIG to modernize the employee training experience: streamline it, make it more engaging,and use an agentic AI solution to bring efficiency and consistency.

Clay M. Dean CEO, First Mid Insurance Group

These manual processes created inefficiencies and heightened the risk of compliance errors.

Our Custom AI Solution

A customized AI-driven training and onboarding solution was implemented to address these challenges. This solution digitized extensive training manuals and workflows, transforming them into interactive, user-friendly AI assistants. The AI interface provided:

Quick, accurate responses to common employee questions, eliminating the need to manually search bulky documents.
Step-by-step guidance for specific tasks such as policy endorsements and audits, enhancing workflow consistency.
Built-in escalation features allowing employees to seamlessly reach human supervisors for complex questions.
Multimodal capabilities, including text and voice interactions, complemented by instructional videos, catering to various learning preferences.

Impact

100%Automated Workflows

95%Model Accuracy

25%Increase in Team Productivity

237%ROI in 90 Days

Future Growth and Expansion

This AI solution represents Phase One of a multi-stage strategy. Upcoming phases will:

Integrate directly with core internal systems (such as Applied Epic) to enhance data-driven decision-making.
Expand AI usage to customer interactions, enabling quick resolution of common questions (deductibles, policy details) and facilitating smoother client experiences.
Further evolve towards generative capabilities, potentially enabling AI-driven policy recommendations and routine service advisories.

Advanced demonstrations showcased during the rollout illustrated proactive AI-driven voice interactions for policy renewals and updates, indicating a significant reduction in customer service workload is achievable.

Conclusion

Today, First Mid Insurance Group's employees enjoy a seamless, responsive experience, with faster service delivery, more accurate quotes, and proactive support that ensures their operations run smoothly and efficiently. First Mid insurance Group has transformed employee interactions and made training/onboarding seamless.

Improved operational efficiency.
Enhanced consistency and compliance across teams.
Increased employee satisfaction and productivity.