Why AI alone won't define insurance leaders - and what will

Capgemini’s latest World Property and Casualty Insurance Report explores how insurers are moving beyond AI experimentation and towards embedding intelligence as a core business capability across underwriting, claims, distribution and customer service. The report argues that while investment in AI is increasing across the sector, many insurers are still struggling to translate pilots and proof-of-concepts into measurable business value.  

As part of the report’s Executive Steering Committee, Ollie Holden, SVP, Chief Information Officer at Intact Insurance, contributed alongside senior leaders from across the global insurance and technology sectors to help shape the report’s industry perspective and strategic direction.  

The report highlights a growing divide between insurers using AI primarily for efficiency gains, and a smaller group of “intelligence trailblazers” using it to drive wider competitive advantage through organisational redesign, stronger governance, better data readiness and clearer alignment between technology and business outcomes. It also emphasises the importance of balancing AI investment with change management, workforce readiness and human expertise as insurers adapt to increasingly complex risk and customer expectations.

Within the report, Ollie emphasises that technology alone will not define future market leaders. Instead, he highlights that the real differentiator will be insurers’ ability to build strong data foundations, design processes that support rapid adoption, and drive consistent organisational change across both technology and business teams. He also notes that customers are increasingly comfortable with insurers using AI to deliver more proactive services, reinforcing the growing expectation for more intelligent and responsive customer experiences.

Read more and access the report here.