AI and the future of insurance: An ITC masterclass preview

AI has quietly become part of our daily lives, from finishing emails to recommending what we watch or buy. Its influence on consumer behavior is subtle but profound and has reshaped expectations in ways many of us barely notice.

Insurance is no exception. The complexity of the industry makes it particularly suited to AI-driven simplification, with consumers bringing their expectations of AI-driven speed and ease from other parts of their lives to the insurance shopping experience. Understanding how AI can transform insurance is now a key business priority.

How AI is shaping insurance customer expectations

Digital platforms have shifted the baseline for service across industries. The ability to order groceries online and stream personalized content has trained consumers to expect convenience and personalization at every touchpoint. However, when they interact with insurers, the contrast can be stark.

Insurers, it can be helpful to ask yourselves why an…