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1、Navigate towards an AI-first insurerNavigate towards an AI-first insurer|3External Document 2025 Infosys Limited ContentsIntroduction 4Key takeaways 5The AI-first insurer 6Insurers success in AI transformation 9Comprehensive AI strategy framework 14Crafting the AI strategy 21Overcoming strategic hur

2、dles 24Seizing the AI future 27Authors 30The tide of AI is surging through the insurance industry,fundamentally reshaping its shores.Customers increasingly expect personalization and tailoring,proactive services,and seamless,intelligent interactions.They anticipate personalized product recommendatio

3、ns,instant claim approvals,and AI-powered advice for their health,property,investments,and other areas of life.Their interaction mode is shifting towards conversational AI,predictive communications,and truly intelligent self-service that anticipates their needs.The value-add of AI in the 2020s goes

4、far beyond automating business rules or simple data analysis that companies have used AI for already for years.2020s will be defined by cognitive automation and intelligence with agency:Instead Introductionof executing predefined actions,the AI will work toward end goals with the available means.Thi

5、s shift allows for proactive,self-optimizing operations,where systems learn and adapt in real time,rather than merely being business rules engines.AI adoption is fast and accelerating.In the USA,76%of insurers have already implemented GenAI in one or more business functions.Even before this recent s

6、urge of AI,more than 70%of insurers in Europe and USA used pre-GenAI technologies in their processes,operations and strategic decisions.Furthermore,92%of companies plan to increase their AI investments over the next 3 years.Unfortunately,in our survey across 228 insurers,only 28%of the deployed AI u