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The insurance industry must discard outdated models and embrace new skillsets to survive.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

AI impersonation fraud and attempts involving deepfakes have surged by more than 2100% over the last three years.

Bill Martin, president and CEO of Plymouth Rock Assurance, addresses why legacy insurers are the best insurtechs.

AI will move from the margins and into the fabric of insurance, redefining how carriers do business and streamlining operations for efficiency while optimizing the customer experience.

Changing communication methods like the use of emojis present a growing compliance risk in regulated industries where interactions are subject to scrutiny.

AI agents can reason through complex questions, understand intent, communicate naturally, and handle tasks that used to require a person on the other end of a call.

In most agencies, 80% of revenue is generated by only 20% of their accounts, meaning that 80% of an agency's customer base is responsible for only 20% of its revenue.

Insurance professionals share predictions related to artificial intelligence and insurtech for 2026.

Three things brokers can do to retain and grow their client base through M&A transitions.

Overall satisfaction is highest when customers receive status updates from mobile apps, according to the J.D. Power's 2025 U.S. Claims Digital Experience Study.

A better approach is to offer communication options intentionally, not reactively.

2025 Women in Insurance NEXT honoree, Korey Bruner, is vice president of underwriting operations, inland marine, for Argo Group.