日内瓦协会：2025生成式AI在保险客户旅程中的应用研究报告（英文版）（36页）.pdf

1、November 2025Gen AI in the Insurance Customer JourneyII1Gen AI in the Insurance Customer JourneyRuo(Alex)Jia Director Digital Technologies,Geneva Association Associate Professor of Insurance,Peking University Contributing authors:Martin Eling Director of the Institute of Insurance Economics and Prof

2、essor of Insurance Management,University of St.Gallen Tianyang Wang Professor of Finance,Colorado State University2 2Geneva AssociationThe Geneva Association was created in 1973 and is the only global association of insurance companies;our members are insurance and reinsurance Chief Executive Office

3、rs(CEOs).Based on rigorous research conducted in collaboration with our members,academic institutions and multilateral organisations,our mission is to identify and investigate key trends that are likely to shape or impact the insurance industry in the future,highlighting what is at stake for the ind

4、ustry;develop recommendations for the industry and for policymakers;provide a platform to our members and other stakeholders to discuss these trends and recommendations;and reach out to global opinion leaders and influential organisations to highlight the positive contributions of insurance to bette

5、r understanding risks and to building resilient and prosperous economies and societies,and thus a more sustainable world.Geneva Association publications:Pamela Corn,Director CommunicationsHannah Dean,Editor&Content ManagerJooin Shin,Digital Content&Design ManagerSuggested citation:Geneva Association

6、.2025.Gen AI in the Insurance Customer Journey.Authors:Ruo(Alex)Jia,Martin Eling,and Tianyang WANG.November.Geneva Association,2025 All rights reservedwww.genevaassociation.orgPhoto credits:Cover page Imkara Visual for Unsplash+Section 1 Point Normal for Unsplash+Section 2 Kim Pattison for Getty Ima