Automation
Headcount cuts cost insurance its human headspace
Editor’s View: After years of warning about a war for talent, Emma Ann Hughes reckons insurance bosses should think carefully before winning the cost war by replacing some of the people it spent so long trying to attract with artificial intelligence.
Zurich’s Pash on ensuring online service remains empathetic
Richard Pash, chief customer officer of Zurich UK, explains why digital innovation should make insurance more convenient without losing the empathy customers expect in life's most difficult moments.
AI will amplify rather than replace underwriting expertise
Allison Hamilton, head of US customer success at Cytora, argues the industry’s future will depend not on replacing experienced underwriters with artificial intelligence, but on helping them adapt and use technology to enhance their judgement.
Young brokers more wary of AI than bosses
Younger brokers in the London market are more sceptical about trusting artificial intelligence than their senior counterparts, according to new research from the London & International Insurance Brokers’ Association.
Do we have to teach people how to have a conversation?
Deputy Editor’s View: After a McKinsey report found that new starters are learning competency quicker with the use of artificial intelligence, Scott McGee wonders how equipped they will be for the ‘people industry’ of insurance.
Big Interview: Matt Brewis, KPMG
In his first interview since leaving the Financial Conduct Authority, Matt Brewis reflects on his time at the regulator, his new role at KPMG, and discusses the major sticking points between regulation and industry.
Brewis on regrets the FCA didn't go further on fair value
Former Financial Conduct Authority head of insurance Matt Brewis has said he wishes the regulator had gone “further along the journey of fixing fair value assessments”.
Mills Review means AI governance is now a boardroom issue
As insurers accelerate artificial intelligence adoption, Michael Sicsic, managing partner at Sicsic Advisory, argues success will depend not on moving fastest, but on balancing innovation with robust governance, accountability and continuous oversight of…
Webinar: Watch Iprism, Duck Creek and Hyland discuss the future of commercial underwriting
The conversation around AI in underwriting is shifting, from what’s possible to what’s already in play. What will be the norm in five years' time, and how do we get there?
How AI cut Miller’s KYC processing time by over 50%
From cutting KYC processing time by more than half to automating routine work, Clare Lebecq, group chief operating officer of Miller, reveals how her artificial intelligence strategy is delivering measurable business value.
Verisk’s Sawford argues explainable AI is insurance’s future
The next phase of artificial intelligence adoption in insurance will be defined by firms' ability to explain, validate and stand behind every AI-assisted decision, according to Chris Sawford, managing director of Verisk General Insurance UK & Ireland.
Build or buy? How AI is reshaping insurers’ tech decisions
Generative artificial intelligence may make it easier to build software, but Nigel Gardner, business development executive of Charles Taylor InsureTech, says insurers still need specialist expertise to manage regulatory complexity and deliver lasting…
Ageas CEO argues winning with AI means knowing when not to use it
As artificial intelligence becomes embedded across insurance, the strategic choice is no longer whether to adopt it, but where to design in human judgement, according to Ant Middle, CEO of Ageas UK.
Sedgwick’s Dryden on how AI can help vulnerable customers
Nicola Dryden, chief client officer of Sedgwick, shares how the most value from artificial intelligence comes when the technology is combined with the human touch, especially when it comes to complex claims.
AI in broking: why the debate must move on
For insurance brokers, Andy Lewis, head of people proposition at Hedron Network, says the artificial intelligence debate has shifted from whether to adopt the technology to how to embed it safely, practically and strategically so it delivers lasting…
Insurers must govern AI as aggressively as they adopt it
Hakob Astabatsyan, co-founder and CEO of Synthflow AI, explains how addressing artificial intelligence-driven fraud requires a tailored response that combines technology, process and culture.
Data standards are the saviour from AI adoption failure
Tim Ellis, managing director of Acord UK, argues only when paired with clearly defined data standards can artificial intelligence applications do what they do best for insurance.
Ecclesiastical’s CIO on AI and the evolution of specialist insurance
Graeme Howard, group chief information officer of Ecclesiastical Insurance, explains how artificial intelligence is enhancing specialist insurance underwriting with faster insight, better data and more informed decision-making.
Don’t hold your breath for an FCA rulebook on AI
The UK insurance sector is waiting for a Financial Conduct Authority rulebook on AI that is never coming, warns Loka Venkatramana, senior consultant at compliance consultancy Pathlight Associates.
KPMG urges caution as AI reshapes insurance claims
Artificial intelligence can transform claims handling, but Matthew Smith, insurance strategy and transformation lead at KPMG UK, says insurers must balance technical innovation with human judgement, governance and ethical oversight.
Diary of an Insurer: Waggel’s James Brown
James Brown, chief technology officer at pet insurer Waggel, explores how the business will use artificial intelligence, prepares for an endurance bike ride and celebrates getting the claims pipeline down to a record low.