Reimagining Customer Insurance Journeys with AI (Part 1)

Insurance is at an inflection point. Climate volatility, rising claims, regulatory scrutiny, and increasingly impatient customers are exposing the limits of legacy systems and siloed AI pilots.

In this new episode of Newgen TV, Rohit Makhijani (Principal Analyst of Forrester) and Anurag Shah (Head of Product and Solutions, Newgen Software) dive deep into why AI in insurance often remains disconnected. The industry leaders come together to explore how insurers can move beyond experimentation and redesign customer journeys using agentic AI.

The insightful discussion was moderated by Runki Goswami, Chief Marketing Officer, Newgen Software.

Key Takeaways:

• Why AI pilots fail—and how orchestration changes everything
• The hidden cost of fragmented journeys on customers, agents, and growth
• How agentic AI augments human judgment instead of replacing it
• Why explainability, auditability, and governance are non-negotiable
• How insurers can link AI initiatives directly to loss ratios and expense ratios

Watch the full conversation to know how AI moves from automation to transformation.