Insights from our latest AI & Automation Special Interest Group.
What's working in insurance?
Where are the real wins with AI in insurance right now? How do you avoid the hype trap and find use cases that actually work?
These were just some of the questions tackled in our latest member-only special interest group meeting focused on AI and automation. The discussion brought together a diverse group of insurance professionals to share current experiences, challenges and approaches in a rapidly evolving space.
The consensus? Large-scale transformation remains a distant goal for most, but tangible value is being delivered through smaller, pragmatic initiatives.
One standout theme was the shift from ‘experimentation’ to embedding AI within core operations. Claims handling, bordereaux processing and coding tasks were repeatedly cited as areas where incremental improvements are generating meaningful efficiency gains. From flagging policy wording inconsistencies to accelerating claim triage, organisations are using AI to reduce manual effort without removing human oversight.
But the road to impact isn’t smooth. Members spoke candidly about foundational challenges — particularly data quality, system fragmentation and legacy workflows. These continue to limit the scalability of AI projects. Several participants stressed that embedding AI into ERP or workflow systems is the only route to long-term value, yet this remains technically and organisationally complex.
The conversation also delved into vendor relationships. Many members have pulled back from over-ambitious AI pilots after finding vendors unable to deliver on promises. Some have reverted to internal development or “champion user” models, building expertise organically across the business. There was a lot of benchmarking going on!
This theme of cultural readiness and skills development came up time and again. Organisations are finding that meaningful AI adoption starts with education by getting users comfortable with tools like Copilot, prompting experimentation and removing the stigma of AI-generated work. Innovation, it seems, thrives when it’s grassroots and supported by the business, not just dictated from the top.
Boards, meanwhile, are enthusiastic — sometimes too enthusiastic. There was a shared view that expectations are running ahead of what AI can realistically deliver in the short term. One member warned of an “expectation crash” on the horizon if the hype isn’t balanced with honest conversations about capability and readiness.
What’s next? Members highlighted areas like agentic AI, bordereaux automation and legacy remediation as future discussion points.
This meeting proved once again that the real value of TIN membership lies in the honest, in-depth conversations between peers.
Want to take part in the next conversation?
For more information about membership click here or contact Tom@TIN.events.
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