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lang=\"EN-GB\">Explore how insurers build resilience by shifting to prevention, connected ecosystems, digital impact, and customer loyalty.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>",{"id":243,"sharedMediaLegend":204,"mediaImage":244,"name":251},"172506",{"url":245,"width":246,"height":247,"alt":248,"title":204,"size":249,"mime":250,"variations":204},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fimages\u002Ffour_strategic-shifts-in-insurance-2025.jpg",4147,2764,"people walking",9280552,"image\u002Fjpeg","four_strategic-shifts-in-insurance-2025.jpg",[253,260,301,329,334,339,439],{"__typename":254,"id":255,"ctaLink":204,"pgSharedText":256,"pgSharedTitle":204,"pgSharedCtaLink":204},"ParagraphPgText","33276",{"value":257,"processed":258,"format":259},"\u003Cp>\u003Cspan lang=\"EN-GB\">This turbulent environment is shaking insurance players to the core. In an industry that was built on stability, it’s no longer enough to just endure shocks. Insurers need to redefine what their core strengths of reliability and security mean – for themselves and the people they serve – in an unpredictable, uncertain world.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">\u003Cstrong>They need to embrace technology and agility to adapt to emerging risks. They need to become truly resilient.\u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Ch2>\u003Cspan lang=\"EN-GB\">The case for urgency  \u003C\u002Fspan>\u003C\u002Fh2>\u003Cp>\u003Cspan lang=\"EN-GB\">The signals are stark – and visible on every balance sheet: \u003C\u002Fspan>\u003Cspan>  \u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Insured catastrophe losses reached\u003C\u002Fstrong> CHF 70 billion in H1 2025, almost twice the 10-year average.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Wildfires alone caused CHF 35 billion in insured losses\u003C\u002Fstrong> in the same period.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Health-insurance costs keep climbing\u003C\u002Fstrong>, and premium hikes of more than 8% are expected for mandatory health insurance in Switzerland in 2025 – the steepest increase in two decades – while German health insurers report annual expenditure growth of over 5%.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Customer expectations are accelerating\u003C\u002Fstrong>\u003C\u002Fspan>\u003Cspan>,\u003Cstrong> \u003C\u002Fstrong>with Zurich and Allianz both reporting growing demand for proactive, personalised support before, during and after events, beyond financial coverage\u003C\u002Fspan>\u003Cspan lang=\"EN-GB\">.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Generative AI offers an estimated CHF 45 billion \u003C\u002Fstrong>EBIT opportunity across the sector.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">\u003C\u002Fspan>\u003Cspan lang=\"EN-GB\">The financial push factors are accompanied by pressure in the boardroom. CFOs know prevention translates into solvency protection. CIOs are embracing \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F6652\" data-entity-type=\"node\" data-entity-uuid=\"075b42ba-2edd-4da7-9b83-47728af8435a\" data-entity-substitution=\"canonical\">\u003Cspan lang=\"EN-GB\">connected platforms\u003C\u002Fspan>\u003C\u002Fa>\u003Ca data-entity-type=\"node\" data-entity-uuid=\"480b4094-73a1-4b31-ad44-9efc97f9329b\" data-entity-substitution=\"canonical\">\u003Cspan lang=\"EN-GB\"> \u003C\u002Fspan>\u003C\u002Fa>\u003Cspan>as a route to lower IT debt.\u003C\u002Fspan>\u003Cspan lang=\"EN-GB\"> And CROs understand that \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F6648\" data-entity-type=\"external\">\u003Cspan lang=\"EN-GB\">agility means managing systemic risks\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">. Orchestrating this mixed board agenda is the CEO, who must find new ways to sustain growth, enhance relevance, accelerate digitalisation, and \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F6658\" data-entity-type=\"external\">\u003Cspan lang=\"EN-GB\">improve customer experience\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">It’s a tall order, but we believe a powerful new form of resilience – built on technology, people, and ecosystems – is emerging. By integrating these three pillars into their business models, insurance leaders can position themselves at the epicentre of four seismic shifts rocking the industry.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Those that do will co-create a new era of insurance and secure the long-term resilience of their own organisation.\u003C\u002Fstrong>\u003C\u002Fspan>\u003Cspan>\u003Cstrong> \u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>","\u003Cp>\u003Cspan lang=\"EN-GB\">This turbulent environment is shaking insurance players to the core. In an industry that was built on stability, it’s no longer enough to just endure shocks. Insurers need to redefine what their core strengths of reliability and security mean – for themselves and the people they serve – in an unpredictable, uncertain world.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">\u003Cstrong>They need to embrace technology and agility to adapt to emerging risks. They need to become truly resilient.\u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Ch2>\u003Cspan lang=\"EN-GB\">The case for urgency  \u003C\u002Fspan>\u003C\u002Fh2>\u003Cp>\u003Cspan lang=\"EN-GB\">The signals are stark – and visible on every balance sheet: \u003C\u002Fspan>\u003Cspan>  \u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Insured catastrophe losses reached\u003C\u002Fstrong> CHF 70 billion in H1 2025, almost twice the 10-year average.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Wildfires alone caused CHF 35 billion in insured losses\u003C\u002Fstrong> in the same period.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Health-insurance costs keep climbing\u003C\u002Fstrong>, and premium hikes of more than 8% are expected for mandatory health insurance in Switzerland in 2025 – the steepest increase in two decades – while German health insurers report annual expenditure growth of over 5%.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Customer expectations are accelerating\u003C\u002Fstrong>\u003C\u002Fspan>\u003Cspan>,\u003Cstrong> \u003C\u002Fstrong>with Zurich and Allianz both reporting growing demand for proactive, personalised support before, during and after events, beyond financial coverage\u003C\u002Fspan>\u003Cspan lang=\"EN-GB\">.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Generative AI offers an estimated CHF 45 billion \u003C\u002Fstrong>EBIT opportunity across the sector.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">\u003C\u002Fspan>\u003Cspan lang=\"EN-GB\">The financial push factors are accompanied by pressure in the boardroom. CFOs know prevention translates into solvency protection. CIOs are embracing \u003C\u002Fspan>\u003Ca href=\"\u002Fen\u002Fexpertise\u002Fsoftware-engineering\" data-entity-type=\"node\" data-entity-uuid=\"075b42ba-2edd-4da7-9b83-47728af8435a\" data-entity-substitution=\"canonical\" title=\"EXPERTISE: Software engineering (EN)\">\u003Cspan lang=\"EN-GB\">connected platforms\u003C\u002Fspan>\u003C\u002Fa>\u003Ca data-entity-type=\"node\" data-entity-uuid=\"480b4094-73a1-4b31-ad44-9efc97f9329b\" data-entity-substitution=\"canonical\" href=\"\u002Fen\u002Fexpertise\u002Fexperience-design\" title=\"EXPERTISE: Experience design (EN)\">\u003Cspan lang=\"EN-GB\"> \u003C\u002Fspan>\u003C\u002Fa>\u003Cspan>as a route to lower IT debt.\u003C\u002Fspan>\u003Cspan lang=\"EN-GB\"> And CROs understand that \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F6648\" data-entity-type=\"external\">\u003Cspan lang=\"EN-GB\">agility means managing systemic risks\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">. Orchestrating this mixed board agenda is the CEO, who must find new ways to sustain growth, enhance relevance, accelerate digitalisation, and \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F6658\" data-entity-type=\"external\">\u003Cspan lang=\"EN-GB\">improve customer experience\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">It’s a tall order, but we believe a powerful new form of resilience – built on technology, people, and ecosystems – is emerging. By integrating these three pillars into their business models, insurance leaders can position themselves at the epicentre of four seismic shifts rocking the industry.\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Those that do will co-create a new era of insurance and secure the long-term resilience of their own organisation.\u003C\u002Fstrong>\u003C\u002Fspan>\u003Cspan>\u003Cstrong> \u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>","full_html",{"__typename":261,"id":262,"title":263,"lead":204,"tabs":264},"ParagraphTab","33318","Four transformative shifts in insurance",[265,274,283,292],{"infoText":266,"pgSharedParagraphs":267},"1. From coverage to prevention ",[268],{"id":269,"ctaLink":204,"pgSharedText":270,"pgSharedTitle":273,"pgSharedCtaLink":204},"33310",{"value":271,"processed":272,"format":259},"\u003Cp>\u003Cspan lang=\"EN-GB\">For decades, paying claims after the fact served both insurer and \u003C\u002Fspan>\u003Cspan>insurees\u003C\u002Fspan>\u003Cspan lang=\"EN-GB\"> well. Now losses are escalating faster than premiums, as wildfires, severe storms, and climbing health costs leave balance sheets exposed. When payouts are no longer sustainable, prevention becomes critical. To make this shift, insurers can:\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Deploy IoT sensors\u003C\u002Fstrong>, satellite data, and predictive analytics to anticipate risks.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Partner with governments and utilities \u003C\u002Fstrong>to strengthen resilience infrastructure.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Incentivise healthy lifestyles\u003C\u002Fstrong>, early detection of diseases, and SME cyber readiness.\u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">This is not just theory. \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F490\" data-entity-type=\"node\" data-entity-uuid=\"75004eef-5287-46f2-af45-2057239d1ad6\" data-entity-substitution=\"canonical\">\u003Cspan lang=\"EN-GB\">Virtual home-protection services \u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">demonstrate how connected devices can reduce burglary risks, while \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F6969\" data-entity-type=\"external\">\u003Cspan lang=\"EN-GB\">continuous methane leak detection\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\"> proves how real-time monitoring can prevent environmental hazards. These examples highlight how technology, coupled with trust, adoption and cross-industry collaboration, can cut losses while creating value for customers and society.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">Prevention also acts as a growth engine, unlocking entirely new product lines such as cyber readiness packages, health and wellness subscriptions, and parametric protection. By embedding these services into \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F6659\" data-entity-type=\"node\" data-entity-uuid=\"f0d07c62-5f7c-4ab1-a9f2-5c013ec0937c\" data-entity-substitution=\"canonical\">\u003Cspan lang=\"EN-GB\">partner ecosystems and digital platforms\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">, insurers can reach new customers, expand distribution beyond traditional channels, and create recurring revenue streams that strengthen resilience and fuel topline growth.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>","\u003Cp>\u003Cspan lang=\"EN-GB\">For decades, paying claims after the fact served both insurer and \u003C\u002Fspan>\u003Cspan>insurees\u003C\u002Fspan>\u003Cspan lang=\"EN-GB\"> well. Now losses are escalating faster than premiums, as wildfires, severe storms, and climbing health costs leave balance sheets exposed. When payouts are no longer sustainable, prevention becomes critical. To make this shift, insurers can:\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Deploy IoT sensors\u003C\u002Fstrong>, satellite data, and predictive analytics to anticipate risks.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Partner with governments and utilities \u003C\u002Fstrong>to strengthen resilience infrastructure.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Incentivise healthy lifestyles\u003C\u002Fstrong>, early detection of diseases, and SME cyber readiness.\u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">This is not just theory. \u003C\u002Fspan>\u003Ca href=\"\u002Fen\u002Fcase-studies\u002Fcontinuous-methane-leak-detection-for-a-sustainable-future\" data-entity-type=\"node\" data-entity-uuid=\"75004eef-5287-46f2-af45-2057239d1ad6\" data-entity-substitution=\"canonical\" title=\"Continuous methane leak detection for a sustainable future\">\u003Cspan lang=\"EN-GB\">Virtual home-protection services \u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">demonstrate how connected devices can reduce burglary risks, while \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F6969\" data-entity-type=\"external\">\u003Cspan lang=\"EN-GB\">continuous methane leak detection\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\"> proves how real-time monitoring can prevent environmental hazards. These examples highlight how technology, coupled with trust, adoption and cross-industry collaboration, can cut losses while creating value for customers and society.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">Prevention also acts as a growth engine, unlocking entirely new product lines such as cyber readiness packages, health and wellness subscriptions, and parametric protection. By embedding these services into \u003C\u002Fspan>\u003Ca href=\"\u002Fen\u002Fexpertise\u002Fdigital-strategy-consulting\" data-entity-type=\"node\" data-entity-uuid=\"f0d07c62-5f7c-4ab1-a9f2-5c013ec0937c\" data-entity-substitution=\"canonical\" title=\"EXPERTISE: Digital strategy (EN)\">\u003Cspan lang=\"EN-GB\">partner ecosystems and digital platforms\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">, insurers can reach new customers, expand distribution beyond traditional channels, and create recurring revenue streams that strengthen resilience and fuel topline growth.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>","From coverage to prevention ",{"infoText":275,"pgSharedParagraphs":276},"2. From legacy silos to connected advantage ",[277],{"id":278,"ctaLink":204,"pgSharedText":279,"pgSharedTitle":282,"pgSharedCtaLink":204},"33312",{"value":280,"processed":281,"format":259},"\u003Cp>\u003Cspan lang=\"EN-GB\">Many insurers still depend on decades-old core systems that trap data in silos, curb innovation, and block collaboration. Delayed launches, higher operating expenses, and lost customer touchpoints are just some of the consequences. Insurers need to think beyond initial outlay and invest in a new, agile architecture. We believe insurers should:\u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Adopt cloud-native, API-driven systems \u003C\u002Fstrong>that scale effortlessly, cut integration friction, and future-proof core operations.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Enable real-time data flows\u003C\u002Fstrong> across underwriting, claims, and customer journeys to unlock instant insights and faster decisions.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Build shared platforms\u003C\u002Fstrong> that connect insurers, providers, and partners, turning isolated services into a collaborative ecosystem.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">The payoff is clear: faster claims cycles, lower IT debt, reduced operating costs, and better speed-to-market. We’re already seeing this in practice, for example, with \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F25855\" data-entity-type=\"node\" data-entity-uuid=\"bf8811fe-3879-4ca5-9ec0-cc992e1177b9\" data-entity-substitution=\"canonical\">\u003Cspan lang=\"EN-GB\">AI-driven customer-service innovations\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\"> that boost efficiency and deepen engagement. \u003C\u002Fspan>\u003C\u002Fp>","\u003Cp>\u003Cspan lang=\"EN-GB\">Many insurers still depend on decades-old core systems that trap data in silos, curb innovation, and block collaboration. Delayed launches, higher operating expenses, and lost customer touchpoints are just some of the consequences. Insurers need to think beyond initial outlay and invest in a new, agile architecture. We believe insurers should:\u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Adopt cloud-native, API-driven systems \u003C\u002Fstrong>that scale effortlessly, cut integration friction, and future-proof core operations.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Enable real-time data flows\u003C\u002Fstrong> across underwriting, claims, and customer journeys to unlock instant insights and faster decisions.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Build shared platforms\u003C\u002Fstrong> that connect insurers, providers, and partners, turning isolated services into a collaborative ecosystem.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">The payoff is clear: faster claims cycles, lower IT debt, reduced operating costs, and better speed-to-market. We’re already seeing this in practice, for example, with \u003C\u002Fspan>\u003Ca href=\"\u002Fen\u002Fcase-studies\u002Funiqa-ai-chatbot-increases-efficency\" data-entity-type=\"node\" data-entity-uuid=\"bf8811fe-3879-4ca5-9ec0-cc992e1177b9\" data-entity-substitution=\"canonical\" title=\"UNIQA: AI chatbot increases efficiency – 95% accuracy with half the effort\">\u003Cspan lang=\"EN-GB\">AI-driven customer-service innovations\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\"> that boost efficiency and deepen engagement. \u003C\u002Fspan>\u003C\u002Fp>","From legacy silos to connected advantage ",{"infoText":284,"pgSharedParagraphs":285},"3. From technological spend to digital impact ",[286],{"id":287,"ctaLink":204,"pgSharedText":288,"pgSharedTitle":291,"pgSharedCtaLink":204},"33314",{"value":289,"processed":290,"format":259},"\u003Cp>\u003Cspan lang=\"EN-GB\">Amid much buzz around transformational tech, billions have been invested in digital initiatives; yet many remain stuck in pilots and proofs of concept. All too often, outcomes fall short of expectations – a blow to the budget and the board, and a boost to peers who have successfully turned their tech spend into results. \u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">In our view, tech must be monitored consistently and measured by its business impacts. By their very nature, some pilots are destined to fail. However, you can cut loss ratios with advanced analytics and proactive risk monitoring to reduce the frequency and severity of claims and protect solvency. We see potential for quick wins and lasting positive change in applications that:\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Accelerate claims cycles\u003C\u002Fstrong> by automating processing to slash settlement times and raise satisfaction.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Reduce fraud\u003C\u002Fstrong> using AI anomaly detection to stop leakage, strengthen regulatory compliance, and safeguard margins.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Increase retention\u003C\u002Fstrong> through personalised engagement that lifts renewals and locks in revenue.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">Generative AI shows both promise and challenges. At scale, it can cut service costs by up to 40%, but only if firms exit non-performing pilots quickly, scale proven initiatives, and tie results directly to EBIT contribution. The winners will be those who focus on a handful of enterprise-wide use cases, embed adoption into frontline processes, and enforce measurable outcomes — a discipline that consistently delivers \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F489\" data-entity-type=\"node\" data-entity-uuid=\"f2de94df-05ec-4b17-99cf-7a1c30034603\" data-entity-substitution=\"canonical\">\u003Cspan lang=\"EN-GB\">efficiency gains leading to market success\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>","\u003Cp>\u003Cspan lang=\"EN-GB\">Amid much buzz around transformational tech, billions have been invested in digital initiatives; yet many remain stuck in pilots and proofs of concept. All too often, outcomes fall short of expectations – a blow to the budget and the board, and a boost to peers who have successfully turned their tech spend into results. \u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">In our view, tech must be monitored consistently and measured by its business impacts. By their very nature, some pilots are destined to fail. However, you can cut loss ratios with advanced analytics and proactive risk monitoring to reduce the frequency and severity of claims and protect solvency. We see potential for quick wins and lasting positive change in applications that:\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Accelerate claims cycles\u003C\u002Fstrong> by automating processing to slash settlement times and raise satisfaction.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Reduce fraud\u003C\u002Fstrong> using AI anomaly detection to stop leakage, strengthen regulatory compliance, and safeguard margins.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Increase retention\u003C\u002Fstrong> through personalised engagement that lifts renewals and locks in revenue.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">Generative AI shows both promise and challenges. At scale, it can cut service costs by up to 40%, but only if firms exit non-performing pilots quickly, scale proven initiatives, and tie results directly to EBIT contribution. The winners will be those who focus on a handful of enterprise-wide use cases, embed adoption into frontline processes, and enforce measurable outcomes — a discipline that consistently delivers \u003C\u002Fspan>\u003Ca href=\"\u002Fen\u002Fcase-studies\u002Fefficiency-gains-leading-to-market-success\" data-entity-type=\"node\" data-entity-uuid=\"f2de94df-05ec-4b17-99cf-7a1c30034603\" data-entity-substitution=\"canonical\" title=\"Efficiency gains leading to market success \">\u003Cspan lang=\"EN-GB\">efficiency gains leading to market success\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\">.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>","From technological spend to digital impact ",{"infoText":293,"pgSharedParagraphs":294},"4. From risk transaction to customer loyalty",[295],{"id":296,"ctaLink":204,"pgSharedText":297,"pgSharedTitle":300,"pgSharedCtaLink":204},"33316",{"value":298,"processed":299,"format":259},"\u003Cp>\u003Cspan lang=\"EN-GB\">Insurance has long been treated as a series of one-off transactions: premium paid, policy issued, claim settled. Yet commoditisation and easy switching are exposing the fragility of this model. The future lies in building and retaining customer loyalty. To do so, insurers should:\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Anticipate needs\u003C\u002Fstrong> with real-time insight so renewals become proactive offers, not last-minute defences.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Deliver personalised services\u003C\u002Fstrong> that embed your products in customers’ daily lives, creating value far beyond a claim payout.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Harness\u003C\u002Fstrong> \u003Cstrong>data\u003C\u002Fstrong> to spot churn signals early and intervene before revenue and trust begin to slip.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">Every one-point decrease in attrition can shore up millions in revenue. Retention is cheaper than acquisition, and loyalty has become one of the industry’s most effective capital buffers. This is illustrated by \u003C\u002Fspan>\u003Ca href=\"\u002Fnode\u002F26148\" data-entity-type=\"node\" data-entity-uuid=\"6fc716df-69e3-4784-8a67-d842decf6c77\" data-entity-substitution=\"canonical\">\u003Cspan lang=\"EN-GB\">new standards in digital customer interaction\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\"> where seamless engagement drives lasting trust and growth.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>","\u003Cp>\u003Cspan lang=\"EN-GB\">Insurance has long been treated as a series of one-off transactions: premium paid, policy issued, claim settled. Yet commoditisation and easy switching are exposing the fragility of this model. The future lies in building and retaining customer loyalty. To do so, insurers should:\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Anticipate needs\u003C\u002Fstrong> with real-time insight so renewals become proactive offers, not last-minute defences.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Deliver personalised services\u003C\u002Fstrong> that embed your products in customers’ daily lives, creating value far beyond a claim payout.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Harness\u003C\u002Fstrong> \u003Cstrong>data\u003C\u002Fstrong> to spot churn signals early and intervene before revenue and trust begin to slip.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cspan lang=\"EN-GB\">Every one-point decrease in attrition can shore up millions in revenue. Retention is cheaper than acquisition, and loyalty has become one of the industry’s most effective capital buffers. This is illustrated by \u003C\u002Fspan>\u003Ca href=\"\u002Fen\u002Fcase-studies\u002Fmycss-setting-new-standards-in-digital-customer-interaction\" data-entity-type=\"node\" data-entity-uuid=\"6fc716df-69e3-4784-8a67-d842decf6c77\" data-entity-substitution=\"canonical\" title=\"myCSS: setting new standards in digital customer interaction  \">\u003Cspan lang=\"EN-GB\">new standards in digital customer interaction\u003C\u002Fspan>\u003C\u002Fa>\u003Cspan lang=\"EN-GB\"> where seamless engagement drives lasting trust and growth.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>","From risk transaction to customer loyalty ",{"__typename":302,"id":303,"caption":204,"imageRight":304,"pgSharedTitle":305,"pgSharedCtaLink":204,"textMedia":306,"pgSharedText":327},"ParagraphPgTextMedia","33283",false,"The power is in the loop",{"id":307,"sharedMediaLegend":204,"mediaImage":308,"name":326},"172505",{"url":309,"width":310,"height":311,"alt":312,"title":204,"size":313,"mime":250,"variations":204,"textMediaVariations":314},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fimages\u002Finsurance-transformation-strategic-shifts.jpg",4680,3744,"people walking in tunnel ",745484,[315,319,320,321,325],{"name":316,"url":317,"width":219,"height":318},"FIXED_WIDTH_SMALL","https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffixed_width_small\u002Fpublic\u002Fimages\u002Finsurance-transformation-strategic-shifts.jpg.webp?itok=YN96fPZZ",720,{"name":316,"url":317,"width":219,"height":318},{"name":316,"url":317,"width":219,"height":318},{"name":322,"url":323,"width":233,"height":324},"FIXED_WIDTH_MEDIUM","https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffixed_width_medium\u002Fpublic\u002Fimages\u002Finsurance-transformation-strategic-shifts.jpg.webp?itok=dWxGIs-J",960,{"name":322,"url":323,"width":233,"height":324},"insurance-transformation-strategic-shifts.jpg",{"value":328,"processed":328,"format":259},"\u003Cp>\u003Cspan lang=\"EN-GB\">These shifts are not four isolated projects but interlocking gears of the same engine. \u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">Prevention generates data, connected platforms make it flow, digital tools translate it into action, and loyalty secures trust, relevance, and recurring business.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">\u003C\u002Fspan>\u003Cspan lang=\"EN-GB\">The power is in the loop. With each turn strengthening the next, and accelerating the cycle with more data, better insights, and faster action. That is what resilience means today.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>",{"__typename":254,"id":330,"ctaLink":204,"pgSharedText":331,"pgSharedTitle":333,"pgSharedCtaLink":204},"33292",{"value":332,"processed":332,"format":259},"\u003Cp>Resilience is built through action, not aspiration. Insurance leaders should combine visible quick wins with structural commitments. Execution discipline matters as much as the ideas themselves.\u003C\u002Fp>\u003Cp>Boards and regulators will demand clear ownership, cross-silo authority, and rigorous reporting against financial KPIs. Some ways to start your journey: \u003C\u002Fp>\u003Cul>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Pilot a prevention initiative\u003C\u002Fstrong> targeting one high-cost peril to build credibility and protect solvency.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Launch an internal API marketplace\u003C\u002Fstrong> to speed integration and enhance the flow of data and services.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Create a GenAI “impact cockpit” \u003C\u002Fstrong>to track measurable outcomes and increase accountability around digital impact.\u003C\u002Fspan>\u003C\u002Fli>\u003Cli>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Embed churn prediction\u003C\u002Fstrong> in renewal workflows as an investment in loyalty and customer experience.\u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fli>\u003C\u002Ful>","90 days to more resilience",{"__typename":254,"id":335,"ctaLink":204,"pgSharedText":336,"pgSharedTitle":338,"pgSharedCtaLink":204},"33286",{"value":337,"processed":337,"format":259},"\u003Cp>\u003Cspan lang=\"EN-GB\">By 2030, there’ll be a marked gap between industry leaders and those pursuing vanishing margins. Resilient, fast, adaptive, and connected insurers will shape risk instead of chasing it. They’ll grow through loyalty and customer acquisition, generating new revenue pools from prevention services. They’ll attract talent, forge partnerships in the insurance ecosystem. And they’ll set new standards for the industry. \u003C\u002Fspan>\u003Cspan> \u003C\u002Fspan>\u003C\u002Fp>\u003Cp>\u003Cspan lang=\"EN-GB\">\u003Cstrong>Zühlke’s dedicated insurance team is ready to guide you in navigating the shifts – let’s co-create the future of insurance. \u003C\u002Fstrong>\u003C\u002Fspan>\u003Cspan lang=\"DE-DE\">\u003Cstrong>Together.\u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>","A shared vision for the future of insurance ",{"__typename":340,"id":341,"headerTitle":342,"lead":343,"gridView":304,"pgErRefEntity":344},"ParagraphPgTeaserOverview","33407","Gain insurance industry insights from our people, partners, and peers ","Explore our latest research, insights, and perspectives on the most important trends and opportunities in Insurance. ",[345,365,384,403,420],{"path":346,"sharedTeaserTitle":347,"sharedTeaserRefMedia":348},"\u002Fen\u002Finsights\u002Fai-in-insurance","AI in insurance: genAI use cases and key considerations",{"id":349,"sharedMediaLegend":204,"mediaImage":350,"name":364},"32789",{"url":351,"width":352,"height":353,"alt":354,"title":204,"size":355,"mime":250,"variations":204,"teaserOverviewVariations":356},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fimages\u002Fgenerative-ai-insurance.jpg",781,440,"glowing futuristic city - landscape",153812,[357,360,361,362,363],{"name":358,"url":359,"width":353,"height":353},"FOCAL_POINT11_SMALL","https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffocal_point_1_1_small\u002Fpublic\u002Fimages\u002Fgenerative-ai-insurance.jpg.webp?itok=jekpGJJR",{"name":358,"url":359,"width":353,"height":353},{"name":358,"url":359,"width":353,"height":353},{"name":358,"url":359,"width":353,"height":353},{"name":358,"url":359,"width":353,"height":353},"generative-ai-insurance.jpg",{"path":366,"sharedTeaserTitle":367,"sharedTeaserRefMedia":368},"\u002Fen\u002Finsights\u002Fhow-data-and-ai-can-solve-insurances-strategic-dilemma","How data and AI can solve insurance’s strategic dilemma",{"id":369,"sharedMediaLegend":204,"mediaImage":370,"name":383},"167284",{"url":371,"width":372,"height":373,"alt":374,"title":204,"size":375,"mime":250,"variations":204,"teaserOverviewVariations":376},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fimages\u002Finnovation-in-insurance.jpg",600,400,"abstract sphere",141684,[377,379,380,381,382],{"name":358,"url":378,"width":373,"height":373},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffocal_point_1_1_small\u002Fpublic\u002Fimages\u002Finnovation-in-insurance.jpg.webp?itok=YCCV2nzK",{"name":358,"url":378,"width":373,"height":373},{"name":358,"url":378,"width":373,"height":373},{"name":358,"url":378,"width":373,"height":373},{"name":358,"url":378,"width":373,"height":373},"innovation-in-insurance.jpg",{"path":385,"sharedTeaserTitle":386,"sharedTeaserRefMedia":387},"\u002Fen\u002Finsights\u002Fwhy-insurance-companies-should-be-pragmatic-about-entering-the-platform-economy","Insurance & platform economy: a pragmatic entry approach",{"id":388,"sharedMediaLegend":204,"mediaImage":389,"name":402},"152627",{"url":390,"width":391,"height":392,"alt":393,"title":204,"size":394,"mime":250,"variations":204,"teaserOverviewVariations":395},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fimages\u002Fplatform-economy.jpg",1280,1052,"connections",117197,[396,398,399,400,401],{"name":358,"url":397,"width":227,"height":227},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffocal_point_1_1_small\u002Fpublic\u002Fimages\u002Fplatform-economy.jpg.webp?itok=xkFqkWo0",{"name":358,"url":397,"width":227,"height":227},{"name":358,"url":397,"width":227,"height":227},{"name":358,"url":397,"width":227,"height":227},{"name":358,"url":397,"width":227,"height":227},"platform-economy.jpg",{"path":404,"sharedTeaserTitle":405,"sharedTeaserRefMedia":406},"\u002Fen\u002Finsights\u002Fcyber-security-insurance","Cyber insurance product development – challenge & 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