FWD Group is the recipient of the 2024 Model Insurer Award for Customer Experience Transformation from Celent. FWD is recognized for AI Discovery, its AI-driven Approach to Personalized Coverage.

Data assets and data as a product are becoming the priority for insurers, who are investing in data, analytics, and AI tools to deliver a customer-centric experience. Through data collection, analytics, probabilistic models, and AI/ML-enabled algorithms, recommender systems and automated assessments can be conducted to present a more informed and seamless customer journey.

In this context, FWD Insurance has implemented the AI Discovery initiative, replacing the complex and lengthy financial needs assessment with a simplified questionnaire. This questionnaire is further supported by machine learning and generative AI to provide personalized product and coverage recommendations. Furthermore, AI Discovery delivers these recommendations through a variety of interaction channels and partners.

FWD AI Discovery highlights the different elements of a next-generation insurer: one that is customer-centric, data-driven, and demonstrates best practices in technology usage.