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Editor's Note: This is the second installment in a three-part series examining new research on the integration and impact of artificial intelligence across the insurance industry.
Go to any insurance industry conference and one of the key focuses on the exhibition hall floor and in the education sessions will be artificial intelligence – how it's being adopted and integrated into insurance processes and companies, possible risks surrounding its use and how much companies are investing in this tool over the next few years.
A new research survey from Digital Insurance, "AI Readiness Survey 2025," examined many of these factors and more. The survey was conducted during July and August 2025 and involved approximately 100 insurance professionals from a wide range of companies.
Top findings from the report
- Companies are ready to adopt AI into their processes
- Insurers and brokers are in various stages of adoption
- AI will be able to streamline some job functions
Results from the report are highlighted below using interactive charts. Mouse over each section for more information.
AI Readiness in 2025
Pace of AI adoption
When it comes to actually implementing AI, both carriers and brokers are taking a more measured approach (43%) as they implement AI into the processes and companies, although 4% were being more aggressive in their adoption efforts.
"One of the things I really want to be careful of is that we don't bite off more than we can chew," explained Katie Gold, vice president of insurance sales at The Zebra, during an interview at Insurtetech Connect 2025. "I don't want to revamp our whole business unit at once when we can do it in smaller pieces and dip our toes in to make sure it's effective. Just because it's new and exciting doesn't mean it's going to last long-term. It also doesn't mean that it's cost effective."
In an interview with Digital Insurance, Mike Rice, vice president of Thomas Ward Insurance Group, an independent broker, said they are taking a measured approach as well and looking for ways to strategically implement AI into their company's processes. He shared how the company has implemented an AI software called Gail to help answer their telephones. "Last month it handled 484 calls, 30% of which were sales calls and 65% that needed support." He was pleased with the way it saved the firm time while directing the requests to the proper individuals so they could be handled quickly.
"We're taking it slowly because we need to teach the AI how to handle research and other processes, and we want employees to integrate it into their day-to-day processes," he added.
Cultural readiness
As
Readiness Indicators
It's also important for employees to understand how it will change the way they do their jobs. Just as there is AI software available to answer phone calls or chat with customers during busy times or outside of office hours, it also brings flexibility for companies of all sizes to provide service 24/7 as customers expect the same level of service from insurers and brokers as they do from their pizza or grocery delivery services. As AI handles some responsibilities, it enables employees to focus on more complex issues.
Gold shared that The Zebra is looking at ways to streamline simple transactions where it makes sense to automate activities like making a payment, requesting an ID card or making simple changes to a policy, however, they want to ensure that their agents are available for things like "comparing really complex coverages, or adding a teen driver, or if you're buying a home, you really want to talk to someone...We still want to offer both options."
Rice agrees that AI should be able to handle transactional tasks like billing, certificates and identification card requests, but that it should not replace human interactions for coverage discussions or sales, particularly with high-value clients. "We're taking it slowly because people can try to adapt too quickly. We want everything with AI to be 100% accurate."
