Insurance leaders emphasised that artificial intelligence (AI) is fundamentally changing how insurers interact with people, stressing that the technology should enhance, rather than erode, empathy, personalisation, and face-to-face interaction, according to a recent report by Sollers Consulting.
The report is based on insights from 11 CEOs of leading insurance companies worldwide. It features interviews with insurance leaders from Germany, France, the UK, the US, Australia, Canada, and Slovenia. It explores the impact of technological developments on the insurance industry over the past 25 years, as well as what the next 25 years may bring.
The report found that insurance leaders view AI as the most influential technology shaping the industry today, followed by the Internet of Things (IoT), core systems, and cloud technology. However, several CEOs also highlighted AI’s potentially disruptive impact on the sector.
According to the report, AI is transforming insurance not only operationally, but also in how insurers work with people.
A central theme of the report was the human impact of AI, with CEOs repeatedly stressing that AI should enhance, not erode, empathy, personalisation, and face-to-face interaction.
“AI is already improving efficiency, particularly in processing unstructured data,” said Michał Trochimczuk, President and co-founder of Sollers. “Cost control will be the key to competitiveness. This means investing in automation, simplified standard architectures, modern rating systems and intelligent risk selection.”
“Several CEOs highlight workforce transformation as one of the most pressing challenges ahead,” added Marcin Pluta, President and co-founder of Sollers. “Our interviewees reject the notion that AI inevitably destroys jobs. Instead, roles are shifting toward more technological, analytical, and strategic responsibilities.”
The report also noted that AI, particularly generative AI, is expected to become embedded across all aspects of insurance, from pricing engines and product design to claims automation and customer interaction.
Risk management was identified as one of the most prominent areas that has evolved. Leaders noted that technology has reshaped how insurers quantify, assess, and manage risk, while still relying on human insight to interpret and act on data-driven outcomes.
Sollers acknowledged both AI’s transformative potential and the responsibility insurers have to integrate it thoughtfully. The report concluded that the future of insurance will be shaped not only by smarter systems, but also by how effectively insurers align AI, people, and purpose.
