Reimagining the insurer in the age of AI

What it will take to scale AI in insurance service and operations, and how to unlock value when AI strengthens, not replaces, human judgement.

Baringa’s AI in Service and Operations event brought together leaders from across insurance, including London Market, Life & Pensions, Retail Health, and General Insurance, to explore how AI is already reshaping service and operations, and what’s needed to scale it effectively.

As AI accelerates, there’s still little consensus on how far the change will go, with some research pointing to a future where AI could perform up to 95% of tasks. But focusing only on automation oversimplifies the reality of modern insurance. This report explores where innovation is emerging, how value is being created today, and the capabilities insurers need to maximise impact, especially when AI enhances human capability and improves decisions across the value chain.