Perspectives on the trends, technology and transformation shaping insurance.
Point of viewCustomer & complaints
Sampling a few percent of calls and surveys was a constraint of human review, not a strategy. GenAI pipelines now make it practical to analyse every interaction — if personal data is handled first and the output is structured enough to act on.
Also featured
ArticleCustomer & complaints
When thousands of complaints arrive every day, the risk is not volume but the critical case buried in routine ones. Impact-based triage with a human in the loop gets it in front of a person the same day.
Point of viewClaims & fraud
The best use of AI in claims today is the work around the decision: intake, documents, status and evidence. Coverage, settlement and fraud referrals should stay with people who can be held accountable for them.
Sourced figures from our latest research. Each links to the insight that puts it in context.
5 insights
Point of viewCustomer & complaints
Sampling a few percent of calls and surveys was a constraint of human review, not a strategy. GenAI pipelines now make it practical to analyse every interaction — if personal data is handled first and the output is structured enough to act on.
ArticleCustomer & complaints
When thousands of complaints arrive every day, the risk is not volume but the critical case buried in routine ones. Impact-based triage with a human in the loop gets it in front of a person the same day.
Point of viewClaims & fraud
The best use of AI in claims today is the work around the decision: intake, documents, status and evidence. Coverage, settlement and fraud referrals should stay with people who can be held accountable for them.
Executive briefingFinance & regulation
IFRS 17 asks for contract-level data, grouped and measured consistently, with a trail from source to the reported number. The insurers that move fastest treat that trail as a reusable data product, not a reporting project.
Point of viewAI in insurance
AI can take the re-keying out of underwriting and sharpen risk selection. In regulated lines it will be judged on whether every flag and recommendation can be explained, tested for fairness and overridden by an underwriter.
Try a broader term, or browse all insights.
Where GenAI and supervised agents create value in insurance, and how to govern them.
All 1 insight →The voice of the customer, complaints and retention.
Point of viewAI in insurance
AI can take the re-keying out of underwriting and sharpen risk selection. In regulated lines it will be judged on whether every flag and recommendation can be explained, tested for fairness and overridden by an underwriter.
ArticleCustomer & complaints
When thousands of complaints arrive every day, the risk is not volume but the critical case buried in routine ones. Impact-based triage with a human in the loop gets it in front of a person the same day.
Point of viewCustomer & complaints
Sampling a few percent of calls and surveys was a constraint of human review, not a strategy. GenAI pipelines now make it practical to analyse every interaction — if personal data is handled first and the output is structured enough to act on.
Point of viewClaims & fraud
The best use of AI in claims today is the work around the decision: intake, documents, status and evidence. Coverage, settlement and fraud referrals should stay with people who can be held accountable for them.
Executive briefingFinance & regulation
IFRS 17 asks for contract-level data, grouped and measured consistently, with a trail from source to the reported number. The insurers that move fastest treat that trail as a reusable data product, not a reporting project.
Our research informs the tools we build with insurers. Put the ideas to work.
Benchmark data, AI and operating-model maturity across the dimensions that separate leaders from the pack.
Take the maturity assessmentAgent squads designed for insurance work, by domain, with autonomy levels and a named human owner.
Meet the digital workforceThe data, AI and governance layers an insurer needs to move from pilots to production at scale.
Explore the frameworkNew perspectives on AI, data and transformation in insurance — a few times a month, no noise.