New Sollers Report: Global Insurance CEOs Say AI Is Reshaping the Human Side of Insurance
Interviews with global insurance CEOs reveal how AI is accelerating operational change while redefining the relationship between technology, employees, and customers.
Insurance CEOs increasingly believe AI is reshaping how insurers balance technology, human expertise, and decision-making according to the new Sollers Consulting Report
WARSAW/CHICAGO, May 15, 2026 /24-7PressRelease/ — Global insurance CEOs increasingly believe AI is reshaping how insurers balance technology, human expertise, operational efficiency, and customer interaction — accelerating a shift in which human judgment, empathy, and strategic decision-making become more important alongside automation, not less. Those themes emerged consistently across a series of in-depth conversations with insurance industry leaders featured in the new Sollers Consulting CEO Voices Report 2026: AI and the Human Impact, based on interviews with CEOs and senior executives from leading insurers across Europe, North America, and APAC.
While many insurance leaders acknowledge the hype surrounding AI, the report highlights its growing real-world impact across the insurance value chain — from underwriting and pricing to claims handling, customer service, and risk management. At the same time, CEOs repeatedly emphasize that AI is changing insurance not only operationally, but also in how insurers work with employees, customers, and partners.
The CEO Voices interview series reflects on the technological evolution of insurance over the past 25 years while exploring how AI, automation, and data-driven decision-making are expected to shape the industry over the next quarter century. Participating executives represent insurers and organizations across Germany, France, the UK, Australia, the United States, and Canada.
“AI is already improving efficiency, particularly in processing unstructured data,” said Michał Trochimczuk, President and Co-founder of Sollers Consulting. “Cost control will be a key driver of competitiveness. That means investing in automation, simplified standard architectures, modern rating systems, and intelligent risk selection.”
A central theme of the report — and a key differentiator from purely technical discussions around AI — is the human impact of the technology. CEOs consistently stress that AI should enhance, not erode, empathy, personalization, and meaningful customer interaction.
“Several CEOs identify workforce transformation as one of the most pressing challenges ahead,” said Marcin Pluta, President and Co-founder of Sollers Consulting. “Our interviewees reject the notion that AI inevitably destroys jobs. Instead, roles are evolving toward more technological, analytical, and strategic responsibilities.”
The report also concludes that AI will increasingly become embedded across the insurance enterprise rather than confined to isolated functions or departments. Leaders interviewed for the report expect generative AI and intelligent automation to influence everything from product design and pricing to claims automation and customer engagement.
Risk management emerged as one of the areas undergoing the most significant change. Insurance leaders noted that technology is transforming how insurers quantify, assess, and manage risk, while still relying heavily on human expertise to interpret and act on increasingly data-driven insights.
With the CEO Voices Report, Sollers Consulting takes a balanced view of AI’s future in insurance — recognizing both its transformative potential and the responsibility insurers have to implement it thoughtfully. The report concludes that the future of insurance will be shaped not only by smarter systems, but by how effectively insurers align AI, people, and purpose.
The report features interviews with Prof. Dr. Frank Walthes (CEO of VKB, Germany), Andrew Horton (CEO of QBE, Australia), Simon Wilson (CEO of Markel Insurance, USA), Jean-Daniel Laffely (CEO of La Vaudoise, Switzerland), Ken Norgrove (CEO of Intact UK&I), Marcus Ryu (Battery Ventures, USA), Isabelle Le Bot (CEO of La France Mutualiste, France), Agnès Paquin (CEO of CNP Assurances, France), Andrej Slapar (CEO of Triglav, Slovenia), Dr. Jürg Schiltknecht (CEO of Helvetia Germany), and Brenda Gibson (CEO of Red River Mutual, Canada). Interviews were conducted by Michał Trochimczuk, Marcin Pluta, and Sollers Partner Martin Seibold.
The full report, AI and the Human Impact, is available here: Sollers Consulting CEO Voices Report 2026
Sollers Consulting is a global advisory and technology implementation firm specializing in digital transformation, automation, and core system modernization for the insurance and financial sectors. Its team of over 1,000 technology and business consultants collaborates with more than 15 leading insurance and financial technology providers, including Guidewire Software, Salesforce, Oracle, AWS, Google Cloud, and Microsoft, to drive innovation and efficiency for clients.
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