EP34: Innovation Adoption in Insurance

The insurance industry, long viewed as highly traditional, is facing a period of transformation similar to banking, driven by digital disruption, changing customer expectations and the need to improve penetration efficiently. While core insurance processes will remain, their execution is being reshaped by technology and data. Four innovation trends are defining the future.First, digital and online distribution is becoming essential as insurers seek scalable growth beyond physical channels, particularly in large emerging markets. Second, intelligent use of data and AI is emerging as a key competitive advantage, enabling faster claims settlement, better risk assessment and fraud reduction, as demonstrated by digital-native players such as Lemonade. Third, insurers must adapt to the new economy, where intangible assets, gig platforms and technology-driven businesses require customised coverage and new underwriting models. Finally, the Internet of Things is enabling usage-based and personalised insurance through real-time data from wearables, connected homes and vehicles.Together, these trends point towards a digital-led, low-touch operating model where data, automation and customer experience drive sustainable growth.