Empowering insurers with AI and human expertise: Embracing the future of insurance

Over the years, I’ve seen firsthand how insurers are navigating changes in the industry, whether it’s taking on new challenges or maximizing fresh opportunities. At the Insurance Analytics & AI Innovation Asia Pacific 2025 (IAAI2025) event in Hong Kong, I had the chance to explore these shifts in depth with Dr. Anubha, Vice President, APAC Go-to-Market Solutions.

As we engaged with industry leaders, innovators, and forward-thinking insurers, we found that key themes like operational efficiency, digital transformation, and enhancing policyholder satisfaction dominated the discussions. So, how can insurers achieve these goals while driving growth?

At TP, we believe the answer lies in combining AI-driven tools with human expertise. Through this synergy, we help insurers stay on top of industry shifts by transforming customer interactions, improving operational efficiency, and most importantly, building trust in an increasingly digital world.

Our conversations at IAAI2025 revealed an important insight: The future of insurance hinges on digital transformation. Consumer expectations are evolving rapidly, with policyholders expecting faster response times, seamless digital interactions, and hyper-personalized services.

However, legacy systems and manual processes continue to slow insurers down. Despite growing investments in AI, Insurance Asia found that 41% of insurers in APAC still rely on outdated technology. This not only limits their ability to scale and innovate, but may also negatively affect customer relationships. In fact, Capgemini’s World Life Insurance Report 2025 revealed that 51% of APAC insurers attribute poor customer experience to limited advanced technology adoption.

I’ve seen firsthand how AI-powered customer interactions and data-driven insights have transformed insurers' operations. Whether it’s helping a company reduce claims processing times or enabling seamless omnichannel support, we are committed to making digital transformation a reality. Through automation and intelligent analytics, we help insurers optimize service delivery, reduce wait times, and ensure policyholders receive the support they need, when they need it.

One key insight that Dr. Anubha shared at IAAI2025 was the critical need for hyper-personalization in customer journeys. Today's customers expect insurance solutions tailored to their specific needs. Capco’s 2024 survey supports this, showing that APAC policyholders seek more personalized products and services, particularly when offered through digital channels, and are willing to share data for a better experience. 

This means insurers who fail to deliver on this expectation risk losing customers to more agile competitors. By harnessing AI and advanced data analytics, insurers can deliver hyper-personalized, omnichannel experiences. By understanding customer behavior and preferences, we help insurers provide customized recommendations, improve engagement, and enhance loyalty.  

For instance, many businesses I’ve worked with are exploring ways to unify their customer support systems. Voice, video, and text channels are being integrated to create seamless, multi-modal experiences, helping to ensure that every interaction is meaningful and relevant.

For policyholders, speed and simplicity are top priorities, especially when it comes to underwriting and claims processing. A Capco survey revealed that 49% of Singapore policyholders are willing to share additional personal data with insurers to enhance the claims process. However, the same survey found that slow insurer responses and too much paperwork remain major pain points for policyholders.

I’ve worked with insurers who have struggled with these inefficiencies, and I know that finding the right balance between automation and human expertise is critical. That’s why TP takes an end-to-end approach to digital claims management by streamlining workflows, delivering customer care, and reducing fraud risk. Most importantly, we use AI to support, not replace, human decision-making—ensuring a balance between speed and empathy. Our omnichannel strategy is powered by real-time AI recommendations and intelligent tools that offload mundane tasks while allowing human experts to focus on delivering a truly personalized experience.

During my conversations with insurers at IAAI2025, one message was clear: Trust is everything. Policyholders expect reassurance that their personal data is secure and that insurers will stand by them when they need it most. The 2024 EY Global Insurance Outlook highlights that trust is the foundation of the industry’s present performance and future prospects.

However, reports from EY and Forrester Consulting indicate that trust in insurers is declining due to myriad reasons, including transparency concerns, lack of open communication, and failing to digitize. Similarly, research from the Insurance Culture and Conduct Steering Committee found that factors such as data protection, speed of issue resolution, and quality of advice were key in increasing trust.

TP takes this responsibility seriously. We provide secure, multilingual customer support and implement stringent compliance frameworks to help insurers build and maintain trust. Our expertise in fraud prevention, regulatory adherence, and seamless service delivery ensures that policyholders feel confident in their insurer’s ability to protect their interests.

Through our strategic outsourcing solutions, TP helps insurers reimagine customer engagement, optimize operations, and embrace AI-driven efficiencies—spanning the entire insurance lifecycle from attracting customers to onboarding, servicing, claims management, and retention.

The discussions at IAAI2025 underscored the need for insurers to embrace digital transformation, not just as a competitive advantage but as a necessity. At TP, we are committed to being a trusted partner in this journey, helping insurers seamlessly integrate AI-driven efficiencies while preserving the human touch that defines exceptional customer service.

Visit our insurance page to learn more.

Learn more about the authors: Anurag Malhotra and Anubha Upadhyay