The insurance industry is changing quickly as automation and artificial intelligence (AI) change how we do business and interact with our customers. With this wave of technological innovation comes an important question: What remains uniquely human in our world of insurance?
Emotional intelligence (EQ) is quickly emerging as one of the most important leadership traits we need to develop in a field that is built on technical expertise and critical thinking. AI can expedite underwriting, speed up claims processing, and even improve client interaction models, but it cannot replace one crucial component, the ability to connect emotionally, authentically, and empathetically with people.
Why EQ Matters Even More in a Digital Age
At its core, Emotional Intelligence is about recognising, understanding, and managing emotions, both our own and those of the people around us. These abilities are no longer “nice-to-haves” in leadership, client interactions, and teamwork, they are now necessary. The true value that people provide is changing as AI continues to replace operational duties and improve data-driven decision-making, machines may be able to spot trends and automate transactions, but they cannot build trust, provide reassurance, or encourage and motivate teams through periods of uncertainty.
An algorithm may recommend the best policy for a client, but it is unable to support them during stressful or difficult times. It may suggest a course of action, but it is unable to mentor, coach, or enable someone to advance in their job. This is where our humanity is most evident, and emotionally savvy leadership truly makes a difference.
Redefining Leadership for the Future
Our industry will always be built on technological competence, but modern leadership demands more. In a world that is constantly changing, it is more important to connect, listen, and adapt than it is to simply know things. A strong sense of self-awareness, empathy, and the capacity to interact meaningfully with people from diverse backgrounds are all necessary for leading cross-functional teams, promoting change, and developing inclusive workplaces. Building resilient, high-performing organizations requires leaders to be able to handle complexity with both their hearts and their heads, which is made possible with emotional intelligence.
EQ is increasingly being used as a tactical advantage, even in customer engagements. Even while customers may appreciate speed and accuracy, they are going to remember how they were treated, how their concerns were taken seriously, and how the experience affected them—especially in high-stress circumstances.
Keeping Humanity at the Centre
It’s critical that we remember what makes us human as we continue to embrace new technology and integrate AI into more facets of our operations. Innovation and emotional intelligence are not mutually exclusive; rather, emotional intelligence is what gives innovation its significance and durability. It encourages us to think more carefully, interact more intelligently, and put people at the centre of our plans. Insurance will surely become more digital in the future, but it must also become more human. No matter how sophisticated the technology develops around us, we must never forget that our greatest strength will always be our ability for connection, empathy, and inspiration.
Shaazia Khan | Marketing Manager – iTOO Special Risks & IIG Council Member
