Archives: Agenda

The market has moved on from ambition to accountability, and the firms pulling ahead are the ones turning digital investment into measurable performance.

• Smart technology investment can allow insurers acquire more customers while addressing wider macro issues such as underinsurance
• Deployment of AI across all industries outside of insurance brings cyber policies to the forefront as a market opportunity
• To give required ROI, tech investment has to be targeted and appropriate for the size and nature of insurance organisation

• What areas of insurance are customers comfortable using AI tools in at present?
• What are the main barriers for AI usage/ What do consumers see as the advantages of using AI tools?
• How do attitudes towards AI in insurance vary between personal and commercial lines?
• Is there an opportunity for insurers with AI liability insurance?
• Does increased AI usage heighten cyber risk and how wary of the cyber threat are customers?

The question is no longer whether AI belongs in the underwriting process. It is how to combine machine intelligence and human expertise to make faster, better and more consistent risk decisions. We examine:

• How leading insurers are redesigning underwriting workflows around AI, and where human judgement remains the critical differentiator
• How the rhythm of risk selection is changing, from submission triage and pricing support to referral logic and portfolio steering
• What the shift means for key roles, team structures, and the skills carriers need to build for the next phase of transformation

MODERATOR: Aadil Bundeally, Transformation Director, Lloyds (Former)

Poor data quality continues to slow down underwriting, distort risk selection and limit the impact of AI. We examine where the real bottlenecks sit in the data pipeline and what insurers are doing to fix them.

• Where time is really spent: scrubbing schedules of values and extracting usable data from messy inputs
• Why data quality directly impacts loss modelling, pricing accuracy and portfolio exposure
• How AI is being applied to automate data cleaning and document extraction, and where it still falls short

Fraud costs the insurance industry billions annually. This session explores how AI-powered Intelligent Document Processing (IDP) is transforming fraud prevention by automating workflows and detecting fraudulent activities in real time. Discover practical applications, benefits for insurers, and how integrating AI into your operations enhances efficiency, reduces risks, and builds trust. Learn how cutting-edge technologies are reshaping fraud prevention strategies to ensure smarter, faster, and safer processes.

• Where customer experience breaks down in practice: repeated authentication, siloed systems and manual handoffs
• What leading insurers are doing differently: using AI agents to orchestrate FNOL, claims and policy servicing end to end
• Inside the workflow: real examples of how insurers are deploying AI agents to automate claims intake, servicing and customer communication
• What this means commercially: linking CX improvements to cost-to-serve, retention and conversion

We explore why transformation efforts often stall at the point of adoption, where new systems are introduced but behaviours fail to shift. We examine the hidden costs of low engagement, workarounds and inconsistent usage, and what this means for productivity, compliance risk and ROI. Together, we unpack how to design change that actually lands, from embedding new ways of working into day-to-day processes to supporting continuous learning at scale and making adoption measurable and accountable across the organisation

Senior representative, Whatfix