Why the Insurance Industry Is Not Always at an Inflection Point

In a sharply observed editorial for Insurance Thought Leadership (ITL), Paul Carroll calls out a rhetorical trend that is crowding the insurance conversation: the constant framing of every industry issue as an ‘inflection point.’ As a gatekeeper reviewing article submissions, Carroll notes the term has become so overused it risks losing all meaning and diluting credibility in the process.

For claims adjusters, Carroll’s point hits close to home. While real change is underway, especially around generative AI, most transformations are still unfolding gradually. GenAI may eventually streamline claims handling to the point where AI agents manage outreach and data collection. But for now, adjusters still operate in a world defined by regulation, caution, and hands-on complexity. Not every new tool or strategy signals a full-scale industry pivot.

Carroll acknowledges that some areas, such as embedded insurance or AI-driven automation, may indeed be nearing true tipping points. But lumping every operational improvement, like legacy system upgrades or better data hygiene, into the same dramatic category undermines nuance. It also pressures decision-makers to react as if every shift is existential when many are simply evolutionary.

The takeaway for claims professionals is clear: stay alert to innovation but do not buy into hype cycles. Thought leadership that confuses urgency with crisis risks leading the industry into poor decisions or missed opportunities grounded in reality.