AI and the Customer Journey in UK Insurance

Join us for the third session in Crowe’s AI Forum series in partnership with the ABI. The first session focused on AI and Governance and Regulation and the second focused on AI, People and the Future of Work providing attendees with industry insights and practical tips. This June session looks outward at the customer, focusing on the practical uses and implications of AI for the customer journey.

The customer journey in UK insurance is being remade by AI. Pricing, claims, renewals, and the first moment of contact: AI is increasingly becoming central to all of them. The choices about how AI reshapes each moment are being made anyway, often without explicit board-level deliberation. The session's purpose is to make those choices visible and to discuss what it costs firms to leave them unmade.

This interactive two-hour session is designed for senior leaders accountable for AI in the consumer journey.

What we will cover

Ahead of the session, you will receive a pre-read document authored by the Crowe AI Change and Transformation team outlining:

• Where AI is now central in the insurance customer journey. 
• Insights into the decisions made by insurance organisations that determine the customers' journeys they end up with.
• The implications for customers today because of AI adoption.

During the session 

• Our panel will explore the gap between AI's promise for customers and the documented reality, and what closing it will require.
• We will discuss fairness, proxy discrimination and inclusion. What the emerging views show and the extent to which regulatory commentary has moved the market including accountability under SM&CR for AI decisions, and regulatory implications.
• We will discuss what 'customer outcomes' actually mean when AI sits between the firm and the consumer and the choices firms are making, often unconsciously, that determine the AI customer journey they might end up with.
• You will work through a case study, drawn from documented UK insurer patterns, to surface the customer journey choices in practice.

By the end of the session

• Attendees should leave with a clearer picture of what customer outcomes mean when AI sits between an insurance organisation, the consumer, and the decisions being made that determine the AI-enabled customer journey organisations may end up with.

Who should attend

This session is designed for senior insurance leaders accountable for AI in the customer journey, such as CEOs, COOs, CROs, Chief Data Officers, Chief Digital Officers, Chief Customer Officers, Heads of Pricing, Heads of Claims, and senior managers carrying SM&CR responsibility for AI systems.

Why attend?

• Understand which of the possible end states your firm is heading toward and which choices are taking it there.
• Map your firm's position on the choices honestly, alongside peers from across the UK insurance market.
• See the documented evidence of where AI is genuinely improving customer outcomes and where it is producing harm that has gone unaddressed.
• Hear directly from industry peers.
• Leave with a framework that can be taken back and applied at board level, plus the option of a personalised written reflection following the session.

Location

Crowe UK
55 Ludgate Hill
London
EC4M 7JW

Find us

Timings

16:15: Arrival and registration
16:30: Session starts
18:45: Drinks, food and networking

Cost

There is no cost to attend this event.

Register here