Insurance Leaders Say AI Requires Cultural Reset, Not Just New Technology
Tuesday, January 27th, 2026 Education & Training Insurance Industry Risk Management TechnologyInsurance executives at ITC London 2026 warned that artificial intelligence is not just a technology upgrade but a cultural stress test for insurers. Speakers emphasized that organizations hesitant to challenge internal norms or leadership assumptions risk falling behind as AI reshapes underwriting, cyber risk, and operational workflows that directly affect claims handling.
In a keynote, CFC CEO Louise O’Shea pointed to Kodak as a cautionary tale for insurers. Despite inventing the digital camera, Kodak’s internal resistance to change prevented it from adapting. O’Shea warned that similar risk-averse cultures in insurance can stall AI-driven improvements that could enhance claims response, coverage clarity, and loss mitigation.
CFC’s recent expansion of cyber proactive response services highlights how AI-enabled monitoring and prevention are changing what insureds expect after a loss. For claims teams, this shift from ‘promise to pay’ toward ‘promise to protect’ signals more frequent interaction with pre-loss services, real-time incident response, and broader coverage triggers tied to cyber events and supply-chain disruptions.
A panel moderated by Insurtech UK reinforced that innovation must align with capital, regulation, and underwriting discipline. Lloyd’s representatives stressed that structured experimentation through Lloyd’s Lab helps manage downside risk while accelerating change that eventually reaches claims operations.
Executives from Tokio Marine Kiln and Greenlight Re echoed that innovation is not limited to new products. Operational efficiency, portfolio management, and internal workflows are also evolving. For claims professionals, this reinforces why AI adoption may show up unevenly across carriers, and why leadership alignment often determines whether new tools meaningfully improve claims outcomes or stall in pilot phases.
