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Insurers face a hard ROI test in agentic AI deployments
Insurance Business, citing WTW, says ROI is harder to realize than pilot productivity gains, with value tied to workflow embedded, insurance-specific systems rather than chatbot-style tools.
Insurance Business reports that insurer efforts to capture returns from agentic AI can stall if companies treat the initiative as a simple software rollout instead of rebuilding how institutional expertise is captured and scaled.
According to the outlet, WTW’s Insurance Consulting and Technology innovation leader Dr. Magdalena Ramada Sarasola said a common misconception is equating agentic AI with a more advanced chatbot, while the greater differentiator is how firms structure access to tools, sequencing, guardrails, and the way institutional expertise is embedded.
The story also highlights why measuring returns has become a sharper pain point as the industry moves beyond pilots. Ramada Sarasola argued that general-purpose AI may improve individual productivity, but the financial impact is more likely to show up when vertical, insurance-specific AI systems are deeply embedded in core workflows and can be scaled and iterated continuously.
Insurance Business adds that the clearest near-term wins, in its description, are in automation and augmentation across functions such as pricing and underwriting through automated model monitoring, portfolio management for segmentation and real-time exposure tracking, and reserving supported by agent-assisted documentation, with actuarial judgment still driving the process. The outlet also notes claims are the rare area edging toward autonomy, but only for standardized, low-complexity risks with clearly defined decisions.