For as long as there has been insurance technology, there have been two truisms taken for granted: One is that insurers are slow to go digital, and the other is that it is difficult to attract workers to the industry.

Generative and agentic AI, therefore, arrive to insurance in that context. Insurers are determined to prove that they can adapt advanced technology with speed and purpose, and this particular technology holds the potential to paper over some of the staffing challenges insurers face.

Attracting and retaining workers who understand all the little contingencies of insurance products and markets is going to remain key to a strong bottom line for the foreseeable future – and those workers are going to expect to have AI tools that don’t just do their jobs for them, but augment and magnify the skills they bring to the table and develop.

For these workers, coming to work has to be something they look forward to, so that the investment in training them on the particulars of insurance pays off.

This survey looks at how insurance companies think about the employee experience in their systems as AI ascends and staffing pressure increases. We also offer some tips for technology leaders looking to balance functionality, budget, innovation, and practicality in system selections going forward.