Why insurers struggle to turn AI investment into better CX

Insurance AI Investments Not Meeting Customer Expectations, Says Earnix

According to Earnix, despite significant investments by insurers over the past decade in modernizing pricing engines, underwriting models, and digital distribution channels, the customer experience (CX) remains below the growing expectations of consumers. The company suggests that the issue is not a lack of technology investment but rather a widening gap between internal decision-making and customer needs. The details of how insurers can bridge this gap were not specified in the report.

Original Source: https://fintech.global/2026/06/03/why-insurers-struggle-to-turn-ai-investment-into-better-cx/