In this episode of The Connected Podcast, we explore major transformations occurring in the insurance industry, particularly focusing on the integration of AI and the remarkable financial gains reported by key industry players.

 

As of 2026, AI has moved beyond pilot stages to full-scale implementation in insurance operations, enhancing efficiency in underwriting, claims, and customer service. A prime example is Roots, which saw a 68% increase in AI inquiries and a 40% boost in AI agent deployments in 2025, underscoring AI's crucial role as an operational tool.

We also highlight Zurich Insurance Group's outstanding financial performance in 2025, with a 17% increase in net profit and substantial growth in operating results and gross written premiums. Another major insurer announced record net earnings of 4.8 billion USD, attributed to strong underwriting profits and solid performance across all segments.

The episode concludes with insights from Jennifer Palmieri, Chief People Officer at Westfield, who suggests a potential new role—Chief People-AI Officer—as AI reshapes human resource dynamics. To remain relevant, HR leaders must integrate AI strategies with workforce planning and cultural advocacy.

 

Overall, the insurance sector's future leaders will be those who adeptly incorporate AI and strategic foresight into their operations. The discussion then shifts to the shifting landscape of the insurance industry in North America, highlighting key challenges and innovations. According to Gallagher Bassett’s report, insurers are grappling with a rise in claim costs due to social and medical inflation, increased catastrophe losses, economic instability, and rapid AI adoption.

The report reveals that 64% of North American insurers have experienced heightened claims complexity, particularly impacting general liability, property, and auto sectors. This complexity stems from social inflation and increased litigation pressures, necessitating strategic reinsurance adjustments.

Medical inflation is a significant cost driver, with 56% of insurers citing it as the primary factor. Workers’ compensation is particularly impacted, as medical expenses now comprise over 60% of costs in the US. Additionally, demographic shifts and a growing focus on mental health add further complexity.

In auto insurance, LexisNexis reports record market activity in 2025, with a notable surge in engagement among consumers aged 66 and above. Insurer strategies must adapt to this demographic's growing interest to capitalize on the resulting opportunities.

 

The episode also spotlights Qumis, an InsurTech innovator revolutionizing the sector with AI-driven solutions. Having secured $6.75 million in funding, Qumis stands out for its AI system, which is trained by attorneys to provide advanced coverage intelligence. This development signifies a broader industry trend towards integrating advanced AI tools to enhance decision-making and efficiency in insurance coverage analysis.

 

The podcast examines proposed legislation, SB 1301, which could transform how Californians secure homeowners and renters insurance, particularly those impacted by fires. The bill focuses on enhancing consumer protection through increased transparency, mandating insurers to provide a six-month notice before policy nonrenewals and requiring clear reasons for such actions to enable consumers to address potential issues. Carmen Balber from Consumer Watchdog highlights the importance of this initiative in safeguarding consumer rights.

The conversation then shifts to the Insurance Information Institute's campaign against "legal system abuse," aiming to reduce the burden of excessive litigation on insurance costs. This effort advocates for tort reform to discourage practices like "litigation tourism," which inflates costs through strategic lawsuit