AI in Insurance: Transformation or Tick-Box Tool?

Everyone’s talking about AI and fair enough, it’s changing the way we work. But in insurance, the gap between what’s promised and what’s actually used is still pretty wide.

You’ve got some firms doing clever things: predictive claims triage, intelligent underwriting assistants, fraud flagging at quote. And then others who’ve just bought a chatbot and called it transformation.

The truth is, AI will transform insurance but only if it’s deployed with a clear purpose. Too many projects are launched because “the board said we need to be doing AI,” without any real idea what problem it’s solving.

Used well, AI can help:

• Speed up decisions without sacrificing rigour

• Spot risk patterns a human would miss

• Improve customer service in a way that feels human, not robotic

But it can also:

• Burn money

• Confuse teams

• Create compliance headaches if not managed properly

Before investing, ask: is this solving a real problem, or is it just keeping up appearances?

AI isn’t the goal. Better insurance is.

The views expressed in this article are those of WHO2 Global Ltd and do not constitute professional advice. All content is for informational purposes only.