Customer experience

When AI is simply layered on top of policy-centric platforms, batch-based processes, and siloed data models, it inherits their limitations.

Insurers learned that 2025 was about regaining balance and 2026 will be about redefining value for customers with better data, tools and insights.

AI is reshaping how claims are handled, how repairs are performed, and how teams deliver faster and more connected experiences across the auto claims ecosystem.

AI holds enormous potential for small businesses, providing tools that can empower them to do more with less.

Emerging AI capabilities give agencies a clearer, more dynamic view of their entire book of business including underwriting, renewal and service workflows

Tracking fraud, waste and abuse in healthcare is a challenge, but AI is helping insurers identify it sooner.

The insurance industry must discard outdated models and embrace new skillsets to survive.

Capgemini's Samantha Chow looks at the future of life insurance and how the customer experience and coverage itself will continue to evolve.

AI is transforming underwriting and helping to automate different aspects while improving the customer and agent experience.