AG Insurance CEO Heidi Delobelle on using AI to serve customers faster

Watch the episode with (automated) subtitles on YouTube. 

Tired of hearing about "AI transformation" without seeing a clear path to implementation? This discussion takes a different turn. It sets the essential groundwork that makes AI truly effective in insurance. We engage with Heidi Delobelle, CEO of AG Insurance, Belgium's oldest and leading insurer, to explore how AI has been integrated into daily operations while remaining reliable, secure, and transparent.

We focus on where the real value materialises. Heidi reveals that a successful AI strategy goes beyond cost savings to enhance customer experience, streamline distribution, and bolster employee support. We explore hybrid service models in which digital channels manage routine tasks, leaving humans to handle critical interactions. We also delve into how AI and data are reshaping call centres, moving past "press 1" menus to provide agents with real customer insights, enabling quicker and higher-quality resolutions.

Next, we examine the foundations and risks of AI. Clean data, a unified customer view, a shared sandbox, and central standards prevent chaotic tech and help mitigate AI risks. Heidi highlights the importance of governance, cybersecurity, bias checks, and human oversight for significant decisions and external communications. You'll also hear about a specific use case where AI reduces SME underwriting research from days to minutes, freeing up capacity for growth, along with a five-year perspective on claims automation and prevention-focused insurance.

If this conversation has sparked new ideas on applying generative AI, data governance, and responsible AI in your organisation, subscribe, share the episode and leave a review. 

Host

Guests