- Experts predict that AI will play a significant role in improving customer experiences in the insurance industry, particularly in areas such as claims handling and response times.
- AI will also enable insurers to make more accurate predictions about external events such as extreme weather and use the data to offer specific solutions and recommendations to customers.
- The insurance industry is lagging behind in terms of automation, and 2024 will see a focus on using automation to create efficiency and improve controls in back-office operations.
- Insurers are advised to prioritize investment in intelligent automation over AI, as AI can introduce its own errors and is not a magic solution for all problems.
- Cloud technology and the use of digital ecosystems will play a significant role in the insurance industry, offering benefits such as agility, scalability, and the ability to integrate with other service providers.
As we look ahead to 2024, experts predict several key trends that will impact the insurance and insurtech industry. AI will play a crucial role in improving customer experiences, particularly in areas such as claims filing and handling. With the introduction of generative AI, customers will have more visible engagements with service vendors, with AI acting as a co-pilot in those experiences. In insurance, AI will enable faster responses and resolutions, ultimately focusing on improving customer experiences.
AI will also help insurers make more accurate predictions and recommendations based on external factors such as climate change, cybersecurity threats, and economic changes. For example, AI models can leverage climate data to predict weather patterns and make specific solution recommendations to customers, such as offering flood insurance policies before hurricane seasons.
While AI has been a topic of discussion in the insurance industry, experts suggest that insurers should prioritize investment in intelligent automation over AI. Automation can create efficiency and improve controls in back-office operations, which are often a major source of inefficiencies for insurers. Automation follows pre-defined rules and can streamline processes without introducing the risk of AI error.
The use of cloud technology and digital ecosystems is another significant trend in the insurance industry. Cloud solutions offer benefits such as agility, flexibility, and cost efficiency, and standard solutions in the cloud are expected to replace on-premises environments. Digital ecosystems allow insurers to differentiate themselves and develop innovative offerings by linking their insurance offerings with other service providers. Open insurance models, characterized by end-to-end processes and integration with external partners, will become indispensable for insurers in terms of competitiveness.
In conclusion, AI, automation, cloud technology, and digital ecosystems will shape the insurance and insurtech industry in 2024. Embracing these technologies can improve customer experiences, make accurate predictions and recommendations, create operational efficiency, and differentiate insurers in a competitive market.