Only 10% of property and casualty (P&C) insurers are successfully scaling AI, according to the
The report suggests that the AI maturity gap can be explained by 42% of insurers not tracking AI metrics; 60% remain in the exploration or proof-of-concept stage, according to Capgemini.
"Insurers allocate 72% of AI investment to technology, while only 28% goes to change management, the factor that determines whether people use it effectively. As a result, nearly half of employees who use AI report no meaningful change in how they do their jobs after 18 months," Luca Russignan, global head of Capgemini Research Institute for Financial Services, told Digital Insurance. "The technology is maturing, but the organizational conditions to absorb it are not yet keeping pace."
The report includes insights and data from three surveys. The Global Voice of the Customer Survey was conducted from December 2025 to February 2026 with Phronesis Partners, which polled 1,113 people. The Global Insurance Employee Surveys was conducted during the same timeframe with 809 insurance employees. Plus, the Global Insurance Executive Interviews were conducted between December 2026 and March with 344 senior insurance executives at P&C insurers.
Eighty-six percent of insurers are focused on building baseline AI literacy for employees and leaders. While only 52% are focused on
According to the report, the trailblazers are outperforming peers on revenue growth and share price performance. However, the trailblazers are also not fully adopting AI at scale.
"Across the industry, AI still largely operates at the task level," Russignan said. "The decision layer — where risk is selected, claims are settled, and pricing is set — remains largely unchanged. The insurers that crack this challenge will be those that stop layering AI onto existing structures and start designing organizations where human expertise and AI execution are deliberately built to work together."
