MetLife CEO: AI Is Already Changing How We Underwrite Insurance
Michel Khalaf, chief executive officer of MetLife, discussed how artificial intelligence is reshaping the insurance company's operations in a recent interview with Barron's.
Khalaf spoke about concrete applications of AI across MetLife's business, moving beyond theoretical use cases to show where the technology is already delivering results. The company has deployed AI in underwriting, claims processing, and customer service functions.
Where AI Is Making an Impact
Insurance underwriting relies on pattern recognition and risk assessment-tasks where AI excels. MetLife has implemented AI systems to evaluate applications faster and more consistently than manual review alone.
Claims processing represents another area where AI reduces friction. The technology can flag routine claims for faster approval while routing complex cases to human adjusters who need to apply judgment.
Customer service chatbots handle routine inquiries, freeing staff to address more complicated policyholder needs.
The Leadership Challenge
Khalaf's interview reflects a broader shift in how executives approach AI adoption. Rather than asking whether to use AI, insurance leaders now focus on implementation speed and integration with existing systems.
For insurance professionals, this means the technology is no longer optional. Understanding how AI affects underwriting, claims, and customer interactions has become part of the job.
Learn more about AI for Insurance and how the industry is adapting to these changes. Those in leadership roles may also benefit from understanding AI for CFOs, which covers strategic decision-making around technology investments.
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