Sam Hanmer: The next big thing for insurance isn’t what you’d expect (Viewpoint)
Sam Hanmer: The next big thing for insurance isn’t what you’d expect (Viewpoint)
Publish Date: 2026-02-09 13:33:00
Source Domain: www.masslive.com
- Artificial Intelligence Utilization in Insurance: Insurers are aggressively using AI to reduce costs and increase efficiency across premium assessments and claims processing, though immediate cost benefits for consumers aren’t expected in the near future.
- Impact on Claims Processing: While AI promises to streamline claims processing and offer speed and convenience, a large portion of consumers still prefer human assistance during the claim process.
- AI’s Role in Customer Service: AI tools like chatbots are enhancing customer service by handling routine tasks efficiently, leading to reduced call center operations.
- Hyper-personalized Insurance: AI’s capability to tailor insurance policies based on customer behavior, particularly through telematics data, promises a more personalized insurance experience.
- Emphasis on Human Touch in Claims: Despite AI advancements, the industry recognizes the ongoing value of human empathy, particularly critical for claim management.
- Balancing Automation and Human Interaction: The challenge is in effectively blending AI-driven efficiency with personalized, empathetic service to maintain customer satisfaction.
