In Australia and globally, there is still a shortage of human resources, both in terms of the skill sets required and the number of people we need to fill the vacancies — and the impact of COVID has exacerbated these challenges.

While not necessarily a new problem for the industry, what now appears to be different is that we have new tools that can alleviate these issues.

Everyone is talking about artificial intelligence (AI) machine learning, digital solutions and predictive tools.

In the context of insurance, AI is transforming the industry by enabling more efficient processes, better risk assessment, enhanced customer experiences and improved fraud detection.

It is commonly perceived as uncomplicated, and many tech developments are incorrectly labelled as AI.

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