New Poll Highlights AI Benefits Across Underwriting & Risk
A recent survey by GlobalData sheds light on how artificial intelligence (AI) continues to influence the insurance industry, especially in underwriting and risk profiling. While underwriting remains the area most positively impacted by AI, the poll reveals a shifting focus as other parts of the insurance value chain gain momentum.
The poll, conducted in Q3 2025 via GlobalData’s Verdict Media sites, found that 45.8% of respondents identified underwriting and risk profiling as the top AI beneficiary. Claims management followed at 20.3%, and customer service at 17.6%. Compared to Q3 2023, the share selecting underwriting dropped by 9.6 percentage points, whereas claims saw a smaller decline of 1.4 points. Notably, customer service increased by 6.2 points, and product development more than tripled—from 1.9% to 7.2% recognition.
Broadening AI Use Across the Insurance Value Chain
Challenges such as regulation, data quality, and fairness in risk models have slowed innovation in underwriting. However, AI-powered automation is gaining traction in customer service, enabling faster issue triage, more accurate responses, and improved satisfaction rates.
The growing impact in product development reflects insurers' efforts to analyze trends, identify coverage gaps, and accelerate time to market. This widening of AI use cases signals a more mature approach within the industry.
What This Means for Insurers
- Underwriting and risk profiling remain crucial, but AI’s value is spreading across claims, customer service, and product development.
- Customer-facing areas benefit from automation that enhances response speed and accuracy.
- Product teams leverage AI to better understand market needs and innovate faster.
- Regulatory and ethical considerations remain key, especially in risk modelling.
To stay competitive, insurers should adopt a holistic view of AI deployment. This includes focusing on efficiency while ensuring fairness, transparency, and compliance as regulations become more stringent. Balancing these factors will help build lasting trust and value with customers and stakeholders.
For professionals eager to enhance their AI skills in insurance, exploring specialized training can be a practical step. Resources like Complete AI Training’s insurance-focused courses offer relevant learning paths to understand and apply AI effectively across the value chain.
About the Poll
The poll was conducted among readers of the Verdict community site (www.lifeinsuranceinternational.com) between Q3 2023 and Q3 2025. The 2023 survey gathered 175 responses, while the 2025 survey included 153 responses, providing a solid basis to track AI adoption trends in insurance.
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