2026-09-14 · Source: Carrier Management
Summary in 3 Points • Accenture's Michael Reilly envisions AI agents shopping for personal lines insurance • Reilly suggests carriers will succeed by making value easy for AI to recognise • An Accenture survey found most consumers trust AI agents over friends for purchases --- Michael Reilly from Accenture predicts a future where AI agents handle the shopping for personal lines insurance, shifting the focus from price to other values such as claims and service. Reilly argues that carriers that can make their value propositions easily recognisable to AI will thrive. This perspective is supported by an Accenture 'Consumer Pulse' survey, which revealed that nearly three-quarters of consumers would trust a personal AI agent more than their best friend to make purchasing decisions on their behalf.
The potential shift towards AI-driven purchasing decisions could significantly impact the London insurance market. Underwriters may need to consider how to present their value propositions in ways that are easily interpreted by AI systems. Policy wording and product features may need to be optimised for machine understanding, rather than just human appeal. This evolution could also influence pricing strategies, as the traditional focus on competitive pricing might give way to a focus on service and claims handling efficiency.