Lemonade centralizes internal knowledge with Guru

Lemonade is using Guru as an internal knowledge management platform to help employees across customer service, claims, and underwriting access and maintain insurance-related information.

According to Guru, Lemonade built a workflow using Guru, Slack, Zapier, Google Sheets, Zendesk, and 360Learning to centralize knowledge requests and updates across teams. The system supports more than 5,000 Guru cards and processes between 200 and 300 knowledge requests per month.

The insurer said the setup helps maintain accurate and verified information across customer support and claims operations while reducing reliance on emails and direct messages. Lemonade also reported a 90% weekly Guru adoption rate and a 93% accuracy rate during its annual content audit.

Lemonade’s use of Guru reflects a broader push across insurance to centralize internal knowledge and workflows using AI and automation tools. Recent examples include State Farm working with OpenAI on employee and customer workflows, HUB International deploying Anthropic’s Claude across 20,000 employees, and Cincinnati Insurance rolling out a GenAI bot for underwriting support.