Integrating Gen-AI into L&H Insurance: Real World Insights from SCOR Explorations

For life and health (L&H) insurance, an industry defined by complex products, fragmented data, and manual processes, the emergence of Gen-AI comes at a critical time.

Faced with increasing customer enquiries, rising case volumes, and stricter evidence requirements, insurers are dealing with significant levels of complexity in day-to-day operations. 

The power of Gen-AI to interpret and summarize data at scale is seen as a solution to long-standing industry pain points, with the potential to transform the way insurers do business – from customer engagement to underwriting and claims management. 
But like any new and disruptive technology, the pathway from concept to operationalization for Gen-AI will provide significant challenges. In L&H insurance, where risk-based decisions with long-term financial implications are made almost daily, the application of Gen-AI must carefully balance potential efficiency, accuracy, and consistency gains against adequate risk controls that mitigate potential financial, compliance, and reputational risks.  

This article examines the adoption of Gen-AI in L&H through the lens of emerging use cases. It showcases practical lessons from SCOR’s Gen-AI explorations to help guide implementations that are effective, compliant, and deliver lasting and scalable digital transformation.