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From AI Hype to Measurable Impact: Transforming Insurance at Scale (ITC Asia 2026)
Rajnish Pal, SVP and Head of Transformation at MSIG, discusses how insurers can move beyond AI experimentation and connect transformation initiatives to tangible business outcomes. He highlights the importance of measuring value across operational areas such as claims, contact centres, renewals, endorsements and underwriting, while recognising that different initiatives require different measures and time horizons.
The conversation also reinforces that technology alone cannot deliver transformation. Insurers must combine AI with process redesign, effective governance, modernised systems and workforce capabilities to improve operational efficiency, service delivery and sustainable growth.