AI and the Customer Journey in UK Insurance

The third session in the Crowe’s AI Forum series in conjunction with the ABI. The first two sessions examined AI strategy and governance from inside the firm. This session looks outward: at the customer.

The customer journey in UK insurance is being remade by AI. Pricing, claims, renewals, 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.

What we will cover

This is not a panel of opinions. It is a structured diagnostic, drawn from Crowe Consulting insights into how AI is reshaping the UK insurance customer journey. The underpins a framework that locates where insurers sit on the journey, which choices are being made deliberately, and which have accumulated by drift.

Delegates should leave with a clear picture of where their own firm sits, a defensible diagnostic framework that can be taken back and applied at board level, and the opportunity to receive a personalised written reflection from Crowe in the days after the session.

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

• The key moments of the UK insurance customer journey where AI is now central.
• A view of the likely end states the journey is producing.
• Insights into the choices firms are making, often unconsciously, that determine which state they land in.
• Insights from the market on what others are doing and the implications for the customer today.

During the forum

• Our panel will explore the gap between AI's promise for customers and the documented reality, and what closing it will require.
• 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 means 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.

Who should attend

This session is designed for senior insurance leaders accountable for AI in the consumer journey. 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 others in the industry.
• 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

16:30: Arrival
16:45: Session starts
18:45: Session ends
19:00: Event ends

Cost

There is no cost to attend this event.

Register here