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These strategic challenges can be addressed at two levels: the evolution of business lines and the benefits that artificial intelligence brings to insurers.
The impact of AI on the evolution of business lines
AI has automated routine tasks, thereby transforming the nature of the workforce required. This evolution is shifting skills toward theoretically more strategic and creative functions.
Another notable phenomenon is the emergence of new skill requirements, particularly in areas such as data science, cybersecurity, software engineering, and mobile development.
Read also | Artificial Intelligence: regulation
The benefits of AI for insurers
The integration of artificial intelligence translates into increased efficiency, cost optimization, and a significant improvement in customer experience.
| Insurers | Measurable impacts of AI use |
| Generali, France | 95% reduction in unclaimed life insurance policies by the Compliance Center (1) (2016-2023 period) |
| 300 robots processed 2.1 million transactions in 2024 | |
| 1.3 million customer calls handled annually by the natural language interactive voice server | |
| 30% of requests resolved autonomously by the voice server | |
| 100% of employees trained in generative AI | |
| Lemonade, United States | 98% of insurance policies are sold via robots |
| 50% of claims processed are automated | |
| 7% reduction in headcount | |
| 24% growth in revenue | |
| 90 seconds is the time it takes to create a policy with the AI assistant “Maya,” with a customer satisfaction rate of 96% | |
| State Farm, United States | Reduction in recruitment time from 40 to 20 days thanks to RecruitBPM software |
| 20% increase in recruiter performance | |
| Reduction in daily recruitment costs of 5 000 USD | |
| 30% improvement in the quality of selected candidates | |
| Zurich, Switzerland | 80% customer satisfaction rate achieved by the Zara chatbot, |
| 35% of claims handled by the Zara chatbot, | |
| 30% time savings in claims processing. | |
| 85% success rate for payment collection automation thanks to HighRadius software | |
| A quarter of the treasury management team was freed up and reassigned to critical tasks | |
| Reduction in claim review time thanks to AI | |
| 40 millions USD annual reduction in underwriting leakage |
(1) The Compliance Center ensures that the group's activities comply with local and international regulations, as well as ethical and professional standards.
