RBC Insurance, the insurance business segment of Royal Bank of Canada, has fast-tracked a sweeping digital and data transformation designed to improve client experience, streamline operations, and empower advisors to make insurance simpler for all.

RBC Insurance is harnessing the scale and stability of RBC to embed generative and agentic AI solutions across the business. The result is seamless, client-first experiences for both clients and advisors.

Building the Foundation

RBC Insurance has strengthened its internal knowledge systems to boost advisor productivity and elevate the client experience. Previously, advisors accessed information across eight disparate systems, which extended training times and created delays and inconsistencies. RBC Insurance consolidated these systems into a single cloud-based knowledge management platform, transforming how information is accessed and applied.

That shift has simplified processes, reduced errors, and increased advisor confidence. Handle times for new hires have improved by 10 minutes, and by four minutes for experienced staff. Compliance errors have dropped by 82 percent, while client hold times declined from 4.5 minutes to 3.2 minutes. These improvements are expected to save millions of dollars, enabling reinvestment into AI-powered service delivery innovation.

This transformation was recognized as the Best Digital Transformation Program at The Digital Banker’s Global Insurance Innovation Awards 2025. The award highlights RBC Insurance’s creation of a future-ready knowledge ecosystem that enhances advisor performance, strengthens client trust, and elevates the overall insurance experience.

Life Insurance approvals cut from weeks to seconds

RBC Insurance introduced a series of upgrades as part of its multi-year strategic transformation, harnessing the power of technology and data to deliver tailored, client focused solutions. Among the most notable was point-of-sale decisioning for its YourTerm® life insurance product, supported by a dynamic online health questionnaire, a robust underwriting rules engine, and a simplified advisor interface.

These digital enhancements reduced approval times from 20 days to mere seconds, giving clients immediate clarity on their coverage status while also positioning RBC Insurance to rapidly innovate in the underwriting space.

For these achievements, RBC Insurance was recognized with Best Digital Insurance Initiative at The Digital Banker’s Global Insurance Innovation Awards 2025. The award underscores RBC Insurance’s ability to reimagine digital channels and deliver simpler, faster and more client-centric products and services.

Digital redesign boosts traffic

In 2024, RBC Insurance replaced its outdated web presence with a custom-built platform, redesigning 180 pages and adding 30 new interactive components. The overhaul introduced a modular design system and a consistent, approachable brand voice that distinguished the company from industry peers.

The new re-platform technology stack gave employees greater control over updates and reduced reliance on vendors, cutting costs significantly and moving from multiple weeks of update times to seconds. It also simplified the client journey, making information easier to find and enabling faster decision-making using data.

With a user-centric design, the upgrades drove an 18 percent increase in traffic and a 25 percent rise in sessions, while securing top Google rankings for high-value search terms. These gains boosted client engagement and positioned RBC Insurance to scale personalization and deliver integrated digital experiences into the future.

This initiative earned recognition for Outstanding Customer Relations and Brand Engagement at The Digital Banker’s Global Insurance Innovation Awards 2025, highlighting RBC Insurance’s success in creating a clear, approachable, and client-focused digital experience.

RBC Insurance is now laying the groundwork to maximize the impact of its digital and data investments, with a strong focus on embedding AI-powered solutions across the business. This transformation, driven by a comprehensive overhaul of knowledge management systems and point-of-sale approval processes, is underpinned by advanced backend technology that will accelerate capabilities well into the future. The result is faster, better service for advisors and seamless, high-quality, tailored experiences for clients from start to finish.