Research from insurance software specialist RDT has found that 61% of insurer and managing general agent technology professionals say their firm is using generative AI, but that human oversight remains central to its successful adoption.

Insurers identified the ability to personalise services (81%), combat fraud (66%), and assist underwriting decisions (53%) as the most important ways in which AI is expected to help improve their firms in the future.

Joe O’Connor, deputy CEO of RDT, said: “We are seeing promising strides in the adoption of AI within the insurance sector, but it’s essential to strike the right balance between technology and human expertise.

“AI can significantly enhance efficiency and customer service, yet the human touch remains irreplaceable for complex decision-making and empathetic customer interactions. Our industry must continue to innovate while keeping the customer at the heart of all advancements.”