Sollers Consulting Report Finds Rapid AI Adoption Among Insurers

Artificial intelligence is increasingly becoming a core component of insurance operations, according to a new study by Sollers Consulting. The research, based on interviews with executives from 35 insurers across Europe and North America, found that AI is most commonly applied to claims processing, with significant potential for expansion into underwriting and customer-facing services.

The report highlights that 64% of insurers have implemented AI in claims management tasks such as document deduplication and email triage. Data extraction is the most frequent use case, with 69% of insurers using or introducing AI for this purpose, followed by chatbots at 60%. Adoption in call center support remains relatively low at 38%.

While large language models are now common in insurance operations, the study notes wide disparities in AI readiness. About one-quarter of the companies surveyed lack a formal governance model for AI, which the report identifies as a key challenge in achieving consistency and scalability. Some organizations have introduced general AI tools for employees to test, reflecting the rapid pace of experimentation.

Sollers Consulting projects that in the next three to five years, AI will increasingly transform underwriting, pricing, and digital services, driving further automation and personalization in the industry.