Smarter insurance through human-AI collaboration
Capgemini ·
Discover how human-AI collaboration can improve customer experience in insurance, reduce friction, streamline claims, and create more connected customer journeys. The post Smarter insurance through human-AI collaboration appeared first on Capgemini .
It’s not hard to understand why more than three-quarters ( 78% ) of insurers see customer experience (CX) as central to their growth strategy.
Consider Tom who reports a car accident through his insurer’s app and uploads the requested photos. When he checks the insurer’s website for an update the next day, there’s no record of his claim. Frustrated, he calls for help, only for the claims agent to ask him for the set of documents yet again.
This is a common industry challenge. 42% of insurance executives cite fragmented, multi-channel journeys as a top barrier to providing a great CX today. And 60% expect it to worsen over the next few years.
A discontinuity during a claim or when taking out a new policy can quickly damage customer confidence. And it shows up as cost: repeat contacts, duplicate data entry, and rework across teams.
But many leading insurers are beginning to close these gaps with AI and give their frontline staff the context they need to provide better experiences.
AI can make the moments that matter feel simpler. For example, at the first notice of loss (FNOL), AI can capture the essential details and ensure that all information is accurate and complete. In service and renewals, AI assistants can answer routine questions quickly and help customers with many tasks without waiting in a queue.
Over half ( 53% ) of insurers say they’re already using AI for customer service, chatbots, messaging, and self-service portals. These interactions are concentrated at the FNOL and claims-intake stage, where automation lowers cost per contact and improves containment before a case reaches an adjuster.
But the more important shift is not simply putting a bot in front of the customer. It’s using AI behind the scenes to give claims handlers, underwriters, agents, and contact center teams a clearer view of each case. Insurers will continue to place high value on human expertise, especially in complex claims or renewal negotiations.
Our survey results show that 63% of insurance customers rank human support among their top three preferred channels. But at the same time, 59% also rank AI-integrated bots among their top three, reinforcing that a blended, human-in-the-loop model helps resolve more inquiries through self-service while maintaining effective personal support for complex cases.
Many insurers are already striking this balance. For instance, The Hartford, a US-based insurance and investment company, uses AI agents to answer common questions or provide real-time claim updates. But it also uses AI to offer real-time support to agents for better first-call resolution through call summaries and sentiment analysis.
Customers have a clear expectation: give us AI to simplify processes and give us frontline staff for when judgment, reassurance, and a more nuanced conversation matter to us. There’s a clear path to turn that balance from an ambition into a practical starting point.
The best place to begin is not with AI itself, but with a customer journey where friction is already visible and costly. For many insurers, that means FNOL, claims intake, underwriting and quoting, or renewal – basically, all moments where delays, repeated questions, and unnecessary handoffs affect both customer confidence and the cost of serving them.
Choose one high-volume problem and define the outcome before choosing the tool. For example, an insurer might use AI to check whether a new claim contains the required information, answer routine status questions, or prepare a concise case summary for the claims handler. The goal should be specific and observable, whether that’s fewer repeat contacts, faster handling, less rework, or a smoother transfer to a person.
Then look beyond the individual task. If an AI assistant gathers information but the next team cannot see it, the customer still has to start again. That’s why insurers need a reliable, consent-aware trail of each customer’s interactions – what they have already shared, which channels they have used, and where they are in their journey – to recognize them and respond in context. That means connecting the channels, teams, and data around the chosen journey so that information follows the customer from self-service to the contact center and beyond.
One of the best things about AI is that, with minimum effort and cost, it can quality-check every customer interaction. And the same core standards can be applied to human and AI agents, while adding checks for risks specific to AI, such as drift and hallucinations. The resulting insight creates a feedback loop that shows where interactions break down and helps improve both service quality and self-service performance over time. The practical application is to learn from the first implementation and expand only when the improvement is clear.
Capgemini combines deep insurance knowledge with the technology and delivery capabilities needed to create satisfying outcomes. We don’t just deliver a proof of concept. We help design, implement, and run the program. We’re known for our outcome-based commitments, which can be tied to specific, agreed metrics, with terms reflecting whether we meet or exceed them.
Download our latest CX report to see how customer expectations, AI adoption, and human interaction are evolving. Then schedule a personalized presentation to explore the data and implications most relevant to your organization. Let’s turn those insights into practical priorities for your CX strategy and ensure you only pay for measurable success.
We would be happy to arrange a customized presentation just for your team.
Research and Insights Report World Property and Casualty Insurance Report 2026 Author Ellwood Neuer Senior Director – AI Contact Center Transformation Leader, Capgemini With over 25 years of experience in telecommunications and IT, Ellwood specializes in transforming contact centers through innovative technology and operational excellence. He’s led global teams in deploying advanced CCaaS solutions, including AI-driven automation, omnichannel platforms, and workforce optimization, delivering measurable outcomes across industries such as financial services, healthcare, retail, and utilities. As a holder of 20+ patents in contact center technology, he brings unique combination of expertise in strategy and implementation to help Capgemini clients achieve operational efficiency and enhanced customer experiences. FAQs How can insurers use AI to improve the claims experience without losing the human touch? AI can simplify early claims activities such as first notice of loss (FNOL) by capturing essential information and checking that it is complete. It can also support routine customer questions and status updates, while claims handlers and other frontline employees remain involved when customers need judgment, reassurance or a more nuanced conversation
Fragmented journeys can force customers to repeat information as they move between apps, websites and contact centers. This is particularly problematic during important moments such as making a claim or taking out a new policy. The blog notes that 42% of insurance executives identify fragmented multi-channel journeys as a top barrier to strong CX, while 60% expect the problem to worsen over the next few years.
Insurers can start with customer journeys where friction is already visible and costly, such as FNOL, claims intake, underwriting, quoting or renewals. Rather than beginning with the technology, they can identify a high-volume problem and establish a clear outcome, such as reducing repeat contacts, speeding up handling, reducing rework or improving transfers to human employees.
AI can handle routine questions and provide self-service support while also giving claims handlers, underwriters, agents and contact-center teams better context about individual cases. The research cited in the blog shows that 63% of insurance customers rank human support among their top three preferred channels, while 59% also rank AI-integrated bots among their top three, supporting a blended human-in-the-loop approach.
Connected customer data helps ensure information follows customers as they move between self-service, contact centers and other parts of their journey. A reliable, consent-aware record of previous interactions, information already provided, channels used and journey status can help teams recognize customers and respond with the appropriate context rather than requiring them to start again.
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