In a world driven by AI, data and digital transformation, is there still need for the human element? The answer is simple, until a digital tool can display human emotions such as empathy and compassion, humanity will always matter.
In the insurance sector those who blend human insight with technical excellence will build encourages and resilience. In an industry defined by numbers, models, and risk, it’s easy to forget that the true differentiator is human connection is not data or process. It’s human connection. It’s not a “nice to have”; it’s what makes expertise meaningful.
Most companies focus on the output, claims processed and turnaround times, but the real game changer, the experience the client never forgets is how they felt in that moment. There is no doubt that technology has improved efficiency when it comes to claims handling, we can be glad that technology has brought about improved efficiency in claims handling, but it is the human element that builds loyalty.
The question is: To AI or to not AI? Studies have shown that humans still prefer human interaction, especially when dealing with frustrating and stressful circumstances, if a person calls in after experiencing a car accident, they prefer to speak to a human to offer reassurance and support. Humans essential when solving that require experience and good judgement, these are skills acquired over many years, while on the other hand, bots are programmed to operate within certain rules defined when developed. The reality is that AI here, and it’s here to stay. We need to adapt to how we interact with AI without forgetting client preferences. Clients shouldn’t be treated with a one-size-fits-all approach; we still need to tailor solutions to meet their individual needs.
Soft skills are not soft in practical terms, in fact, they are the hardest master. The good news is once you get it right, they shape a culture that displays active listening, trust and empath. Soft skills can’t be trained in a day; they must be lived daily.
To encourage a more empathetic workforce, companies can look at the following:
- Integrate empathy, active listening and communication into KPI’s. This will ensure that these skills are not a tick box exercise, but a mindset shift encouraging staff to listen first, then solve.
- Celebrate stories of resilience and kindness and human connection in meetings. Sharing these stories in meetings and newsletters will show the importance of empathy encouraging everyone to display this during their interactions.
- Encourage mentoring and peer learning by implementing a “each one, teach one” approach, where employees who show empathy and authenticity help others build the same skills.
Additionally, if companies can incorporate soft skills into their policies, staff are better equipped to handle pressure with composure, clarity, and perspective. It strengthens alignment between teams, reduces resistance to change, and helps build a unified culture grounded in care.
The human element will always be a requirement for the insurance industry to thrive. However, as AI comes into the picture it’s critical that staff upskill themselves and remain future fit. Technology should be seen as an enabler, not a replacement but a tool that enhances the client experience.
In an industry built on risk, our greatest investment is still people. Soft skills aren’t a complement to strategy, they are strategy. They transform transactions into trust, and expertise into impact. We don’t remember the cover; we remember the care
Deidre Henneberry – Mentor 2025 – IIG Council
