In July, I attended my first Personal Lines networking event in London with Covéa Insurance. The event featured a panel hosted by our Personal Lines Director, Sue Coffey, and featuring Nick Rawlings (Business Transformation Director), alongside professionals from across the insurance industry. The discussion centred around the advancements of AI and how they believe it could impact both their businesses and their customers.

Akua Oforiwah-Asante, Marketing Intern.

The discussion was designed as an interactive experience, encouraging attendees to share different perspectives on the potential role of AI within the workforce.

Participants used coloured flags to categorise their answers: green for yes, red for no, and amber for it depends.

One question that particularly intrigued me was whether AI can improve the customer service experience. The majority vote was green, with both the panellists and brokers highlighting several ways AI could positively impact customer interactions.

My own answer would have been amber: it depends.

I believe AI has significant potential to improve customer service, but only if it is used correctly. Rather than acting as a definitive decision-maker, AI should be utilised as a support tool that assists employees in delivering accurate and more informed responses.

I am learning that insurance is a complex and highly personal industry, with customers seeking guidance during situations such as motor accidents, home insurance claims, or formal grievances.

In these moments, customers are looking for reassurance, expertise and trust, all of which still require a human element.

This linked closely to the second question posed to the audience: What does good customer service look like from a customer perspective? The discussion centred around three key components: speed, accuracy and empathy. When asked to choose between them, the audience produced a range of responses. My answer would have been accuracy. As both an employee and a potential customer, I would rather a little more time be taken to ensure I receive the most accurate advice and the best possible solution to my claim.

AI is often praised for its speed and efficiency, but it’s not perfect. Insurance decisions can have significant consequences, and inaccuracies can undermine customer trust.

Although speed is important and empathy remains a vital part of any customer interaction, accuracy forms the foundation of trust. Customers need confidence that the information they are receiving is correct, particularly when dealing with stressful situations such as claims or complaints.

By combining AI's efficiency with human oversight and empathy, insurers can create a customer experience that is both effective and reliable.

Ultimately, my key takeaway from the event was that AI is not simply about making processes faster. Its greatest value lies in supporting employees to deliver accurate, informed and empathetic service, creating better outcomes for customers and strengthening trust in the insurance industry.