Latest Research Reports

Property and casualty (P&C) insurers have long depended on labor-intensive workflows across claims management, policy administration, premium audit, customer servicing, and back-office processing.

While earlier waves of automation digitized individual tasks, coordination, interpretation, and judgment continued to rely on human execution. Advances in generative AI, agentic AI, intelligent document processing, and autonomous workflow orchestration are now reshaping these economics. By embedding AI as an execution layer across the value chain, insurers can compress expense ratios through reduced manual effort and straight-through processing, lower loss adjustment expense (LAE) by orchestrating claims journeys end-to-end, curb claims leakage through earlier detection of severity, fraud, and recovery signals, and expand operational scalability by absorbing volume surges and catastrophe events without proportional head count growth.

Last month, I witnessed the end of an organization that had helped the Philippines become the contact center capital of the world over the last couple of decades. It was an organization that stewarded the nation in understanding its innate differentiators and applying them to create an industry out of nothing—an industry that, on last count, contributes over 8% to the Philippines’ GDP and employs nearly two million people.