In the third of this three-part blog series, we explore Myth #3 – “The ExCo is sold on AI” from our webinar AI in Insurance Claims: Myths, Realities and the ExCo Gap.
Across the insurance industry, artificial intelligence has become a regular topic in the boardroom. The ExCo frequently speaks about AI transformation in strategy updates and investor briefings.
Yet inside many organizations, claims teams tell a different story.
Despite the headlines and announcements, they often struggle to secure the funding or organizational support required to implement AI initiatives.
During our webinar, former Group Chief Claims Officer and insurance claims expert Ian Thompson described this disconnect as the “ExCo gap” — the difference between executive enthusiasm for AI and the practical reality of implementing it.
“You can hear the ExCo talking about investment in AI,” Ian Thompson said. “But it’s still a challenge getting the money into claims.”
There are several reasons for this gap.
Competitive landscape – In some cases, executive attention is driven by competitive pressure. Organizations see peers announcing AI strategies and feel compelled to demonstrate similar ambition.
Stakeholder pressure – In other cases, the impetus comes from investors or analysts asking how insurers plan to respond to emerging technologies such as generative AI.
While these forces can accelerate interest in AI, they do not automatically translate into operational initiatives. Closing the gap requires leadership from within claims itself.
Strategy shortcomings – “You need a strategy that shows how you’re going to embrace technology transformation,” said Thompson. Without a defined plan that details the operational outcomes the project will achieve, it becomes difficult to secure sustained support from executives or other departments.
Internal engagement – Successful projects rarely rely solely on executive sponsorship. They also involve claims professionals directly in the design and testing of new solutions. Roi Amir highlighted the importance of identifying internal champions who can help guide adoption and encourage colleagues to embrace new tools. These individuals provide valuable feedback during pilots and help ensure the technology genuinely supports claims workflows.
Organizational culture – often the biggest determinant of success. As Thompson observed during the webinar, technology investments alone are not enough to transform claims operations. “Culture eats strategy for breakfast,” he said, quoting renowned management consultant Peter Drucker. “If you don’t get that right, you won’t achieve the benefits of AI.”
AI can provide powerful new capabilities for insurers. But real transformation happens when people across the organization align around how those capabilities will be used.