The UK insurance sector is facing unprecedented pressure. Market volatility, environmental change and increased regulatory scrutiny are challenging long-established operating models and demanding new approaches to profitability and growth. Increasingly, insurers are turning to AI to meet this moment.

Our latest 2025 Enterprise AI Study shows that AI adoption across UK insurance is now firmly established, with 92% of insurers using AI and the majority progressing beyond early pilots. From underwriting automation and intelligent claims handling to enhanced customer interactions and data-driven finance operations, AI is already delivering measurable impact across the value chain.

Yet significant challenges remain. Many insurers are struggling to scale beyond pilot projects, held back by siloed data, legacy systems, talent shortages and unclear return on investment. At the same time, momentum is accelerating particularly across generative and agentic AI, creating new opportunities to transform customer experience, operational efficiency and risk accuracy.

After 25 years working with the UK insurance market, EXL brings a unique perspective on what’s working, what’s changing and what insurers must prioritise next.

Discover the insights shaping the future of AI in insurance.

Download the full 2025 AI in UK insurance report