Beyond chatbots: How AI agents are transforming insurance

A catastrophe model may estimate a $20 billion loss, but what does that event look like for insurers managing claims on the ground? In this episode of (Re)thinking Insurance, Alena Kharkavets is joined by Scott St. George, Head of Weather and Climate Research at the Willis Research Network, and Andrew Leeds, Chief Claims Officer at Plymouth Rock, to explore the disconnect between modeled losses and operational reality. They discuss where models fall short, how different types of catastrophes impact claims teams, the increasing use of AI in claims processing and the wider industry challenges of affordability, resilience and risk mitigation.

Technology transformation in health insurance is no longer a future ambition - it's a present-day imperative. In this episode of (Re)Thinking Insurance, host Lisa Balboa, Senior Director in WTW's Global Health Advisory Practice, sits down with Algirdas Dineika and Tawhid Rahman to explore what's really driving change in health insurance - and what separates meaningful transformation from expensive theater.

While Generative AI is already reshaping customer service and claims, the real opportunity lies deeper in pricing, reserving, and portfolio management. Yet for most insurers, the full potential of Agentic AI remains largely untapped. In this episode, Charlie Samolcyzk, Technology Sales Lead speaks with Duncan Anderson, Global Leader, Technology to explore how Agentic AI is set to redefine the technical core of insurance, shifting not just how work gets done, but who owns decisions and how expertise is applied. Having witnessed every major technological shift in the industry, Duncan believes we are now at a genuinely unprecedented inflection point. Together, they discuss the distinction between Generative and Agentic AI and what it means for performance, capital management and competitive advantage.

In this episode, Mary Bahna-Nolan, Erika Dochney, Martin Laframboise and Jane Seward share practical strategies for optimizing operations, improving disclosures and unlocking greater value, as well as exploring how AI and automation are reshaping the future of insurance reporting.

In this episode, Charlie Samolczyk, Global Technology Sales Leader, is joined by guest speaker André Balleyguier, Applied AI Leader at Anthropic, and WTW's Pardeep Bassi, Global Proposition Leader for Data Science, to discuss how AI is transforming the insurance industry.

In this episode of (Re)thinking Insurance, host Erika Dochney is joined by expert Poojan Shah to explore how modernizing actuarial operations — through cloud platforms, advanced analytics and centralized data — is reshaping the way life insurers manage M&A, reinsurance and capital decisions. No longer a back-office function, the actuarial team is now at the center of value creation, enabling faster scenario testing, greater transparency and smarter risk strategy. Discover what it takes to move beyond the numbers to proactive business leadership — and why modernization is the competitive advantage insurers can't afford to ignore.

In this episode of Rethinking Insurance, host James Haybyrne is joined by WTW experts Jessica Plewes and Lisa Balboa to explore how innovation, analytics, and digital transformation are reshaping the future of health insurance. The discussion examines shifting customer expectations, the rise of personalised digital health solutions, and how insurers are moving beyond one size fits all propositions to deliver greater value and engagement. The episode also dives into the role of AI, machine learning, and advanced analytics in customer retention, pricing, product design, and profitability. With insights on preventative care, value based healthcare, partnerships, and sustainability, this conversation highlights what the health insurer of the future may look like and the strategic actions insurers should take now.

Unlike traditional chatbots, AI agents can plan multi-step tasks, use tools, and collaborate like employees. In this episode of (Re)thinking Insurance, Rick Hayes is joined by Amanda Hug, Salma Galván, and Eddy Trivedi to explore how these intelligent systems are enhancing actuarial modeling, automating documentation and streamlining claims processing. The discussion covers Retrieval Augmented Generation, prompt engineering and real-world applications. From code writing to fraud detection, AI agents are creating specialized teams that work alongside humans to transform insurance operations.

In this episode, we dive deep into the transformative power of Artificial Intelligence within the actuarial and financial reporting landscape. While the buzz around AI is everywhere, we move beyond the hype to explore how these technologies are becoming practical partners in enhancing speed, consistency, and insight for insurers.

In this episode of (Re)thinking Insurance, Rafael Costa is joined by Farah Ismail and Ben Williams to explore the strategic role of bureau rates as a foundational tool for the commercial insurance sector. They discuss how these standardized data sets provide a reliable starting point for carriers — especially startups — to avoid data gaps and stay aligned with industry trends. The podcast addresses the critical balance between using advisory loss costs and developing proprietary pricing models, highlighting both the advantages of aggregated industry data and the potential pitfalls that require a more tailored, data-driven approach.