From complexity to clarity: How AI is transforming insurance for customers

Over the past few decades, the insurance industry has evolved steadily alongside technology. From paper-based proposals and branch interactions to call centres and digital platforms, each phase reflects changing customer expectations. What we are witnessing today, however, is not just another step in digitisation. It is a fundamental shift in how customers understand, evaluate, and experience insurance.A large majority of insurance journeys today begin online. Industry estimates and regulatory i...