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Insurers lag AI rebuild of sales and claims, KPMG survey finds
KPMG found 44% of insurance respondents rate their AI transformation in the top quartile, but only 3% have redesigned policy servicing or claims around AI.
Insurance leaders express strong confidence in their artificial intelligence progress, but KPMG research suggests actual operating model changes in insurance are more limited than that confidence implies, Insurance Business reports. In KPMG International's report Unlocking AI value in insurance, 44% of respondents said their organization was in the top quartile for AI transformation, and none said they were significantly behind. Despite this, no surveyed organization had fully redesigned sales and distribution or underwriting around AI, and only 3% reported redesigning policy servicing or claims around AI.
KPMG surveyed insurance leaders at organizations with 500 or more employees across 20 countries and six regions from May 20 to 29, 2026, using a discussion-board format that combined structured questions with open-ended responses. The firm did not disclose the number of participants.
The report also highlights executives' concern about inaction, with 77% saying failing to redesign enterprise architecture for AI would hurt competitiveness within five years, and 68% viewing moving too slowly as a bigger risk than moving too fast, according to Insurance Business.