ECM Service Manager

Zurich Commercial pressing ahead with AI to benefit clients. Zurich Commercial Insurance is already using AI to enhance multinational programmes, boost risk engineering and improve underwriting, while working hard to develop the next generation of tools to benefit their customers, its global chief operating officer told Commercial Risk. Multinational programme innovation is one area where Zurich believes it is ahead of the game when it comes to AI. At the end of last year, the carrier launched Zurich Program IQ, an AI-enabled tool designed to give customers more consistency and contract certainty across global programmes, ensuring alignment between master intent and local cover. This is advisory support without autonomous decision-making, leaving the ultimate decisions in the hands of Zurich staff. "International programmes have policies in different languages, across different tax and legal regimes. So we have now launched Zurich Program IQ that brings more certainty to the customer because AI checks the different policies, their intent, what is issued locally and ultimately brings consistency. We are one of the first companies in the market to have this, and the speed is incredible," said COO Jörg Bertogg. AI is also already helping Zurich Commercial Insurance bring risk engineering to a wider range of clients and at greater speed. "We have roughly 1,000 risk engineers that go into our customers' production sites but they are selective because they cannot go everywhere. However now, with the help of AI, we will be able to remotely and automatically assess whether clients have sufficient fire exits, sprinklers and fire extinguishers, and whether they are placed correctly to help minimise fire risk. So we could cover many more sites and really bring mitigation actions to the customer. Obviously in more complex sites we will still use humans but we could cover much more with AI and have already tested this technology," explained Bertogg. One such AI application is already helping the company deliver faster property risk assessments and underwriting in North America, enabling Zurich Commercial Insurance to provide cover to more customers in the mid-market. The tie up with Nearmap, a global provider of property and location intelligence for insurers, was announced in December. It allows Zurich North America to embed high-resolution aerial imagery and AI-powered roof scoring into underwriting systems to help assess risk efficiently and tailor coverage. "It's really impressive," said Bertogg. "You can't send somebody to assess the building for most mid-market clients but with this tool the underwriter has access to frequently updated property details, such as quality of roof, signs of deferred maintenance and other risk indicators. And this is available instantly. This offers two things. You can get back much faster to brokers and you also have a better dialogue with the customer, giving them advice about what you see and the cover they might need." Zurich has recently launched its AI Lab, described by CEO Mario Greco as a "moonshot factory". The CEO-backed initiative combines business and technology expertise in a protected environment to test next-generation AI business models and solutions. "The goal is to test how we can revolutionise our business model and develop the next generation of insurance solutions," explained Bertogg. And Zurich held an Agentic AI hyper challenge last year that invited more than 1000 tech engineers and those involved in tech startups to come up with agentic AI prototypes that could be used in underwriting, claims, finance, marketing and other business areas. It created more than 200 agentic AI prototypes that could potentially be useful across Zurich's value chain. "For me, it was really interesting to see how fast you can build these things," said Bertogg. At the same time, Zurich Commercial Insurance is training its own staff to build their own AI agents to automate daily workflow and improve productivity. All of this part of Zurich Commercial Insurance three pillar AI strategy: innovate, embed AI at scale and drive adoption by its people. "The first pillar is really the innovation, the testing - where we do proof of concepts. And then we choose the solutions that have potential. The second phase is scaling successful AI solutions. The third step, and equally important as step one and two, is AI adoption - how we empower our people to be able to work with AI," said Bertogg. In fact, Zurich Commercial Insurance sees AI adoption as a strategic priority and is working to embed the technology at scale into workflows. "I see many companies experimenting with AI but not so many already using it at scale," said Bertogg. The company has a global AI champions network for each line of business and country to move things forward, share best practices and drive adoption. "They can create solutions for a specific line of business and get the most use out of AI," said Bertogg, who believes it is vital that Zurich's leaders understand the challenges and opportunities from AI, becoming role models for the wider business. "I make it a priority to maintain my understanding of how AI is working, what is the future, what are the challenges, limitations and so on. Leaders need to be role models and we must learn every day," he said. Bertogg thinks that AI will, ultimately, help remove great swathes of admin that currently takes up a lot of the time, allowing Zurich's staff to focus on more interesting and, importantly, client facing tasks. "AI helps our experts concentrate on the value-adding tasks. Commercial insurance is still very much a relational business and AI will help us to focus on that and spend more time directly with brokers and customers to understand risk. This also makes the work become much more attractive - it can help attract people to the insurance industry to focus on more interesting elements," he concluded.

Zurich Insurance offers 'best of both worlds' with human-led digital loss support service. Zurich Insurance has partnered with Empathy to provide retail protection and corporate risk customers with a human-led digital bereavement support service. Supporting over 45 million policyholders globally, this partnership marks Empathy's first strategic collaboration in UK financial services. From today (14 April), customers will have access to personalised care plans, dedicated care managers for personalised guidance and secure digital tools to help manage the emotional and practical pressures that follow the death of a loved one. From June, this service will be extended to those diagnosed with a terminal illness. Later this year, Zurich LifeVault will also be available to retail protection customers, offering a secure digital space to plan their legacy, prepare wills and store important documents so their final wishes are clearly understood. Following the UK launch, Zurich Insurance intends to expand this service to other markets as part of a global roll out strategy. Speaking with Money Marketing, Tim Lewis, senior proposition manager at Zurich, highlights the benefits of both human-led and automated components: "Blending humanity with automation is the best of both worlds. "Administration adds to the grief so automation takes that burden and then there's compassion and that human touch when it's required." To support the launch of this service, UK-based claims handlers and protection consultants will receive 60 hours of specialist bereavement training. Looking at the impact of empathy on consumer trust, Lewis says, "I've worked in this industry for over 20 years and it's frustrating as someone who's passionate about these products when even friends and family think life insurers don't pay out. "Support services that go beyond the payout demonstrate we're not just here to pay the claimant. Customers will have access for up to two years beyond the claim". He explains that consumers increasingly expect compassionate, practical help during life's hardest moments with a third (33%) of those who've recently lost a loved one taking time off work to manage administrative tasks. Empathy's 'Cost of Loss' report also reveals that 57% say they would choose an insurer based on bereavement support and 92% prioritise employers that offer it. "Purchasing life insurance is the most selfless thing you can do. You're paying into a policy to financially protect your loved ones. "A service that goes beyond your death makes perfect sense and will help consumers understand the importance of life cover," Lewis adds. Ron Gura, co-founder & CEO of Empathy, said: "Partnering with Zurich Insurance is a significant milestone in its mission to transform the way families navigate life's most challenging moments - from loss and bereavement to the many complexities that follow. "Bringing that support to millions of families across the UK, at the scale this partnership makes possible, is something we're incredibly proud of. This is what meaningful, compassionate care looks like in practice." "When it comes to loss and bereavement, grief is just the beginning. There are funeral logistics, probate and estate administration, digital accounts to close and more when your life has just been turned upside down. "Empathy's services will provide our customers with the human care and digital tools to manage all this and more, so that people don't feel forced to move on but really helped to move forward," stressed Louise Colley, managing director at Zurich UK. "At Zurich, empathy isn't just a skill but a cornerstone of its business, and its partnership with Empathy is a continuation of its commitment to this. "With over half of the UK adults without a valid will and rising care demands being felt across the country, this strengthens our proposition to win in the market." James Tait, managing director of corporate protection at Zurich UK, added: "The inclusion of this service will help its customers to support their employees with compassion and care at arguably the most difficult time of their lives. "For employers, investing in bereavement services demonstrates a commitment to employee welfare while strengthening engagement and resilience across the whole company, which we know is a priority for our customers."

Zurich launches digital tool to reduce cancer risks. Zurich Corporate Risk has launched of a new digital tool, designed to help employees understand and reduce their risk of developing cancer. This assessment tool will be available to all group risk customers and is provided in partnership with Further. Zurich says this launch will help employers build more resilient and healthier workforces. It points out that the number of working-age people affected by cancer continues to grow, and it is now a major influence on the labour market. Around 890,000 people of working age in the UK are living with cancer, and this figure is expected to rise to 1.15m by 2030. In addition, more than one million working people act as cancer carers, placing further strain on employee wellbeing and productivity. It adds that cancer is consistently one of the top causes of claims on Zurich's group risk policies, with the impact of diagnosis extending far beyond treatment. Employees typically require around 15 weeks away from work, and this increases by approximately 50 per cent when cancer is diagnosed at an advanced stage. With research showing that up to 40 per cent of cancers are preventable through healthier lifestyle choices, access to proactive, preventative information has become critical for employers striving to support their people. The new cancer risk assessment tool provides employees with a personalised view of their risk factors, along with practical, evidence-based guidance to help them make meaningful lifestyle changes. It also offers clear, accessible recommendations on screening and early detection, which are key to identifying cancer when it is most treatable. Zurich Corporate Risk head of market management Nick Homer says: "Cancer has a profound and lasting impact on employees, their families and the businesses they work for. "By giving people a personalised understanding of their cancer risk - and the steps they can take to help reduce it - we're empowering workforces to take proactive control of their wellbeing. This new tool enhances our commitment to supporting customers not just at claim stage, but throughout their employees' health journeys." Further CEO Frank Ahedo adds: "Cancer is now one of the leading causes of workforce disruption in the UK, yet up to 40 cer cent of cases are preventable. Employers who adopt structured, science-led risk assessment and prevention programmes not only protect their people and reduce avoidable absence costs, but also demonstrate decisive, long-term leadership in safeguarding the health and resilience of their workforce."