Great question. And it’s one I hear a lot, because let’s face it, for medium-sized insurers and brokers, the AI hype can feel like a wave coming at you, but you’re not sure if you’ve got the board to ride it or just get knocked over. So let me break it down.

Start with what you already have: your data.

The number one priority is to understand your data environment. Where is your data stored? Is it structured? Is it accessible? If the answer is “it’s in 12 different legacy systems” (which is common), don’t panic. You don’t need to boil the ocean.

Look at ways to centralise policy, payment and customer interaction data into a manageable, connected layer. You can’t do anything meaningful with AI without first getting this foundation right.

Pick a practical, high-volume problem.

Don’t aim for a sci-fi future out of the gate. AI can do some brilliant things right now, especially with robotic process automation (RPA) and basic decision trees.

Think about customer self-service tools, arrears management, or automating responses to the 80% of repeat customer queries your team gets every day. These are low-hanging fruit that drive measurable ROI fast, like reducing inbound calls by 47%.

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