Avantia has taken another major step forward in AI with the launch of ‘Lyra’, a proprietary agentic AI orchestrator built for the next generation of home insurance claims.
‘Lyra’ builds on Holmes, Avantia’s existing proprietary AI claims tool launched in 2025. Lyra provides a sophisticated orchestration layer that sits above Holmes and is built to work alongside other agentic tools. Where Holmes processes individual interactions in the claims process, Lyra can coordinate multiple AI systems in much the same way a senior manager directs a team of specialists. Crucially, Lyra introduces persistent memory across claims interactions, enabling the system to identify patterns, inconsistencies and anomalies over time that would be invisible when viewing individual claims in isolation. The result is an AI-driven claims operation – leveraging multiple AI agents and tools – that is able to scale faster and smarter, with fair outcomes for both policyholders and the business.
The introduction of Lyra does not diminish the human element of the claims experience. A dedicated human operator continuously monitors Lyra’s learning and decision-making, and final decisions on all claims remain with human experts. Homeprotect’s model is built on a clear principle: AI handles precision and process, while human claims handlers provide the empathy, judgement and sensitivity that no technology can replicate.
The launch also underlines Avantia’s position at the forefront of responsible AI in the sector. It is the first UK personal lines home insurance business to launch AI-enabled policy validation and orchestrated claims processing, and the only insurer taking part in the FCA’s AI Live Testing initiative, which supports the safe and responsible deployment of AI across financial services. A robust governance framework keeps ‘Lyra’ aligned with FCA requirements and the Consumer Duty framework, built on human accountability, dedicated oversight, transparency and auditability.
Dan Huddart, CTO at Avantia Group, says, “Our strategy is to build a fully AI-led operating model that delivers a brilliant customer experience, and I believe Lyra represents the first-of-its-kind, live deployment of agentic AI within the home insurance market. We are continually enhancing our AI capabilities across pricing, risk analysis and customer experience, whilst building the scalability and resilience required to support our growth. We have strong momentum and a clear path to scale our customer numbers from 350,000 today to over one million.”
Avantia is the first UK personal lines home insurance business to launch AI-enabled policy validation and orchestrated claims processing, and is the only insurance business participating in the FCA’s AI Live Testing initiative, which supports the responsible deployment of AI in the UK finance and insurance sectors.
Avantia has also implemented emerging web standard WebMCP within its website, reinforcing its market-leading position in the implementation of AI in the insurance sector. Homeprotect is the first UK insurance business to implement the technology, which enables AI agents to interact directly with parts of a website journey, as it prepares for a future where consumers are expected to increasingly use agentic AI to research and interact with insurers.
Consumer Intelligence’s Insurance Behaviour Tracker found that when AI tools and assistants were first included as a shopping channel in April 2026, 18.7% of home insurance shoppers said they had used them to shop around, compared with 17% using the telephone and 14.5% using brokers, suggesting that AI agents are now pivotal to the customer journey.
George Moss, Managing Partner at ECI, says: “Avantia continues to set the pace for AI in home insurance. Lyra’s ability to connect information across claims gives a level of oversight that wasn’t possible before, protecting customers and keeping premiums competitive. The introduction of WebMCP reflects their approach at the forefront of the customer journey, understanding how people look for home insurance today and expanding that into the future, helping Avantia stay ahead of the competition. Congratulations to Dan, David and all the Avantia team on these exciting developments.”
