Artificial intelligence is becoming a transformative force in the insurance industry, reshaping how insurers and brokers operate, assess risks, and engage with customers. From streamlining claims processing and refining underwriting accuracy to enhancing client outreach, AI is playing an increasingly central role in driving data-driven decision-making.
In a recent conversation with Insurance Business, Leandro DalleMule (pictured), general manager at Planck, shared insights into the current state of AI in the insurance industry. He also discussed the emerging concept of "agentic AI", where intelligence software evolves from assisting decision-making to independently executing actions without human intervention. Though still a few years away, the advancement could further revolutionize how brokers and insurers manage daily operations.
Despite the time and cost saving benefits AI tools offer insurance professionals, DalleMule noted that there remains widespread hesitation at the corporate level when it comes to integrating these technologies.
Speaking at a seminar in San Antonio, Texas, with 60 mid-sized to large-sized insurance carriers in attendance, DalleMule engaged his audience with a question about ChatGPT usage. As anticipated, "everyone raised their hands", indicating widespread personal use. However, when he asked how many integrated AI into their company’s operations, "pretty much nobody raised their hands", he noted.
“There’s a lot of excitement around AI—people are using it in their personal lives—but corporate adoption is lagging,” DalleMule confirmed.
He explained that the hesitancy isn’t so much about budget constraints, especially for larger firms, but rather a lack of clarity about which tools are best suited for specific challenges.
"Right now, we’re seeing a bottoms-up approach, with people using AI tools informally because they have access to them, but it’s ungoverned and uncontrolled,” DalleMule said. He predicted that moving forward, insurance firms will need to ensure AI tools are deployed strategically to fully unlock their potential.
To maximize impact and avoid disruption, businesses should identify key areas for AI implementation—such as underwriting, risk assessment, customer service, or claims automation—and focus on one area at a time. This approach allows firms to measure results, refine strategies, and integrate AI more effectively.
When integrated properly, DalleMule highlighted that AI offers insurance professionals invaluable decision-making advantages, enhancing efficiency and accuracy across the following areas:
For DalleMule, the future of AI in insurance will empower brokers and insurers with even further enhanced decision-making. Currently, AI assistants offer guidance, like suggesting email responses or auto-filling policy details, but the final decision remains with the user.
DalleMule predicts a shift to agentic AI, which will autonomously handle tasks, make decisions, and execute actions. "The difference is it’s not just telling the user what to do; it’s actually doing it itself."
For example, he envisioned a scenario where an agentic AI could automatically generate a list of potential customers based on a risk profile, reach out to them via email, and even start drafting policies or underwriting risks—without the need for direct human input.
While DalleMule expects continued AI advancements in the coming year, he noted that mainstream adoption of agentic AI is still some time away. The technology requires complete integration with existing systems and raises important issues around data privacy, permissions, and control. “Next year will likely focus more on implementing existing AI use cases that people are comfortable with and establishing their proper governance, which is critical,” he concluded.
