Insurers remain cautious on AI adoption despite potential

• Key Findings from Capgemini Report:

  • Only 10% of insurance organizations have partially or fully implemented AI agents.
  • 20% are running pilot projects, while 42% lack a formal deployment strategy.
  • Trust in AI agents is low, with only 4% of insurers fully trusting the technology.
  • Overall trust levels declined from 54% in 2024 to 47% in 2025.

• Top Concerns:

  • Privacy (50%), bias (50%), and transparency (51%) are the primary risks.
  • Only 8% of insurers have fully embedded ethical AI principles, below the global average of 14%.

• Adoption Trends:

  • Sales (52%) and customer service (57%) are the top areas for AI agent deployment.
  • 26% believe AI will augment human workers within 1-3 years.
  • 35% expect AI agents to operate autonomously under human supervision.

• Skills in Demand:

  • Technical skills: Programming and software development (67%).
  • Soft skills: Decision-making (60%).

• Market Opportunity:

  • Agentic AI represents part of a broader $450 billion opportunity in insurance.

• Challenges Ahead:

  • Most insurers are in early adoption stages, lacking clear implementation roadmaps.

For more on AI in insurance, visit InsuranceAsia.

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