The insurance industry has traditionally been cautious when it comes to adopting emerging technologies. Yet with the rapid rise of generative AI and intelligent automation, insurers now face a pivotal moment to rethink how they operate and serve their customers.
In the latest episode of our INFUSE webinar series, moderator Tony Tarquini led a forward-looking conversation with industry leaders Laurence Brouillette, Head of Customer & Partnerships at Sixfold; Johnny McCord, CEO and Founder of Loadsure; and Paul Armstrong, Lead Architect at AWS. Their insights painted a clear picture: AI is no longer hypothetical-it’s here, embedded in operations, and quietly reshaping how insurers work. But the road to mainstream adoption still requires thoughtful navigation.
A Sector Known for Caution, Now Moving with Intent
When asked where the industry currently stands on AI adoption, Laurence Brouillette challenged the notion that insurance is behind the curve.
“The insurance industry has actually been on the forefront in big data and data science,” she said. “With generative AI and AI overall, it’s adopted maybe faster than some other sectors.”
She noted that while other industries focused on chatbots or small internal tools, insurance is pushing AI deeper, into claims, underwriting, and everyday workflows.
From Use Case Curiosity to Real Implementation
The panel agreed: experimentation is giving way to execution. AI isn’t just being explored, it’s being deployed in meaningful ways.
“Absolutely,” said Johnny McCord, when asked if his business is seeing the shift toward production-scale AI use. “Actually, the other day, I was reading an Insurtech report… and definitely this year we’re starting to see a lot more production-scale use cases and wider-scale adoption across customers.”
His perspective echoed what many in the market are feeling: the appetite for AI has matured, and leaders are looking to move fast, but responsibly.
Augmenting the Underwriter, Not Replacing Them
One of the clearest messages from the panel: AI should support human decision making, not replace it.
“We’re not talking about removing the underwriter,” said Paul Armstrong from AWS. “We’re talking about augmenting them, giving them tools that free them from repetitive tasks so they can focus on value-add.”
From parsing documents to validating submissions to appetite scoring, the panel stressed that AI can relieve underwriters from operational friction, so they can focus on risk and relationships.
Laurence added:
“When AI is deployed right, it doesn’t replace the underwriter. It gives them space to think, to strategize, and to focus on what matters most.”
Start Small, Build Momentum
Rather than overhaul systems, the panel advocated for modular, high-impact deployments, particularly in underwriting and delegated authority.
“You don’t have to rip and replace,” said Paul. “You can start with something simple, like automating submission intake or renewal review. You test, validate, and expand.”
Laurence emphasized that organizations find the most success when they begin with focused goals that solve real pain points—not with large-scale transformation agendas.
Trust Drives Adoption
Trust emerged as a key theme throughout the discussion—particularly the importance of confidence in how AI supports underwriting decisions.
“You’ve got to trust the tools you’re using,” said Johnny McCord, reinforcing the importance of confidence and clarity in decision support tools.
The panel emphasized that AI adoption depends not just on speed or performance, but whether underwriters can understand and rely on what it delivers.
The Takeaway: AI is Ready – Now It’s About Action
The panel didn’t promise that 2025 would be a tipping point for every organization—but they all agreed that AI is no longer just a future consideration.
“We’re seeing the transition,” said Laurence Brouillette. “AI is moving out of the lab and into real workflows. That’s the shift that matters.”
For insurers ready to act with purpose, the tools are mature, the use cases are clear, and the time to move is now.
Keen to learn more? You can watch a recording of the webinar here.