Sollers Consulting: AI Will Enhance the Insurance Industry

According to a Sollers Consulting’s CEO Voices Report 2026: AI and the Human Impact study, global insurance chiefs view AI as a tool for rebalancing the role of people in the industry, rather than replacing them.

The study gathered data from interviews with CEOs and senior leaders from insurance firms across Europe, North America and Asia‑Pacific.

According to the executives interviewed, AI has been integrated into almost every aspect of the insurance value chain, however, they added that human judgement, empathy and strategic decision-making will be enhanced alongside AI automation, not diminished.

“AI is already improving efficiency, particularly in processing unstructured data,” said Michał Trochimczuk, President and Co-Founder of Sollers Consulting. 

“Cost control will be a key driver of competitiveness. That means investing in automation, simplified standard architectures, modern rating systems, and intelligent risk selection.”

While many executives within the insurance industry acknowledged the growing hype around AI, they ultimately reported a shift from experimenting with the technology to making it a regular feature within day-to-day business operations.

Evolving roles alongside AI

One of the report’s core features looks at the human impact of technology.

It states that CEOs share a common belief that AI should enhance areas like empathy, personalisation and meaningful customer experiences, not take away from them.

“Several CEOs identify workforce transformation as one of the most pressing challenges ahead,” said Marcin Pluta, Sollers Consulting joint President and Co-Founder.

“Our interviewees reject the notion that AI inevitably destroys jobs. Instead, roles are evolving toward more technological, analytical, and strategic responsibilities.”

According to the report, front-line roles are expected to transition from repetitive administrative tasks toward higher‑value areas like case management, relationship management and advisory work.

It also states that reskilling and upskilling remains a top priority for insurance executives, as staff need optimal data literacy and the technical understanding of AI-enabled tools.

Enterprise-wide capabilities

The study concludes that overall AI is moving away from isolated pilots to systems with enterprise-wide capabilities.

Those interviewed in the report say they expect generative AI and automation to influence everything from product design and pricing to claims automation and customer engagement, in addition to its integration into core platforms and workflows, rather than simply being attached to single departments.

This move is likely to affect areas like model governance, oversight and accountability. With these changes, the report suggests executives will have to consider how to manage bias, ensure alignment with risk appetite and continue adhering to fair treatment obligations.

As a result of firms using AI to advance analytics – particularly in areas that affect pricing and claims decisions – risk and compliance leaders are assessing AI as an area with conduct and reputational concerns and not just as a technology trend.

Assisting employee decision-making

One of the most pressing topics discussed in the study is AI’s influence on risk management.

Insurance executives note that technology is regularly transforming how insurers quantify, assess and manage risk, while still relying on human input and expertise to interpret increasingly data-driven insights.

Across affected segments in the industry – such as property, life and health – CEOs stress that experienced underwriters and risk managers are instrumental in the balance of technical output and that AI is seen as an aid, not a replacement for human decision-makers.

Overall, the report recognises both the transformative potential of AI and that insurers still remain responsible for how it’s implemented across company operations. 

It also suggested that the future of the insurance industry will be shaped not just by smarter systems, but by how insurers prioritise and align AI technology, people and purpose.