2025 Whitepaper Survey

AI Chatbots, Gen AI Set to Revolutionize Insurance Claims Processing: Survey

AI chatbots and generative AI are reshaping insurance claims processing, driving efficiency in customer service and underwriting. Our industry research shows global insurers are adopting AI to streamline tasks, particularly in high-frequency claims, while advising careful use in complex cases. Learn how insurers are balancing AI innovation with human expertise.

Majority of UK insurers express concern over rise in climate-related disasters

As climate-related disasters increase, so are concerns around the impact on claims and profitability. Read on to discover how many in the industry are leveraging data analytics to manage climate risks and develop proactive strategies.

The Role of Collaboration in Compliance

Collaboration is the word of the moment when it comes to managing compliance related concerns, from cybersecurity and data breaches to consumer protection laws and regulatory reporting. Our industry research reveals more than 40% of UK insurers are planning to leverage external expertise to ensure they remain compliant. Read on to find out more.

Accelerating customer service through generative AI

Generative AI is transforming customer service by helping insurers accelerate response times and improve operational efficiency. As with any new technology, there are hurdles to overcome, particularly in regards to seamless integration, ensuring compliance, staff adoption to list a few. Find out how to overcome these challenges and reduce costs, enhance claims outcome, and deliver more personalised service with generative AI.

Key Insights

Digital Prioritisation

62% of global insurers, with a substantial interest in the UK, face supply chain challenges affecting claims resolutions. UK insurers show a higher engagement in digital claims processing strategies.

Retention Strategies

Competitive salaries are crucial, with 84% of insurers globally and 83% in the UK using this as a retention strategy. Upskilling employees is also a key strategy, recognised by 71% of global insurers.

Regulatory Adaptation

65% of insurers globally and 70% in the UK highlight keeping up with compliance and regulatory changes as a critical compliance issue.

ESG
Focus

While 53% of UK insurers see growing demand for climate-specific insurance products, only 33% perceive ESG investment as providing a competitive edge.

Our Experts

Gordon Vater

Managing Director — GB Technical

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John Fearn

Chief Operating Officer

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Dan Link

SVP — Consultative Analytics

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Sandra Nikodimos

Senior Associate — Consultative Analytics

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