Artificial intelligence is quickly becoming one of the most talked-about topics in the insurance industry. From underwriting and claims to policy servicing and operations, insurers are exploring how AI can improve efficiency, increase accuracy, and deliver better customer experiences. But according to Chaz Perera, Co-Founder and CEO of Bevaya, the real opportunity isn’t about replacing insurance professionals, it’s about empowering them.

During a recent episode of Alliance Insights, Perera shared insights from more than a decade of leadership experience in insurance operations and transformation. His central message was simple: insurance doesn’t have a decision-making problem; it has a workflow problem.

“The bottleneck in insurance has never been the decision,” Perera explained. “It’s everything feeding that decision.”

Insurance professionals spend countless hours gathering documents, hunting for data, re-entering information, and navigating multiple systems before they can make an underwriting or claims decision. AI’s greatest value lies in removing those repetitive tasks so skilled professionals can focus on what matters most: judgment, analysis, and customer relationships.

For carriers considering AI adoption, Perera recommends starting with business outcomes rather than technology. Instead of asking, “How can we use AI?” leaders should first identify which decisions drive profitability, improve customer experience, or impact operational performance. Successful implementations begin with a clear objective, measurable outcomes, and defined ownership.

Governance is equally important. In a highly regulated industry like insurance, transparency and auditability cannot be afterthoughts. Perera emphasized that AI systems should provide traceable, explainable recommendations while maintaining human oversight at critical decision points. This helps insurers create consistency, strengthen compliance, and build trust with customers and regulators alike.

The benefits extend across underwriting and claims operations. In underwriting, AI can help carriers analyze more submissions, identify risk patterns faster, and improve speed-to-quote without sacrificing quality. In claims, AI can streamline routine tasks while allowing experienced adjusters to focus on complex situations where empathy, judgment, and communication matter most.
One particularly important distinction Perera highlighted is the difference between general-purpose AI and insurance-specific AI. While broad AI models understand language, insurance-focused solutions understand policy forms, claims documentation, regulatory requirements, and industry-specific terminology. That domain expertise can significantly improve accuracy and usefulness in real-world insurance workflows.
Ultimately, Perera believes the organizations that will succeed with AI are those that start small, prove value quickly, and expand strategically. Rather than attempting a massive transformation all at once, insurers should focus on high-impact workflows and build momentum over time.

The future of insurance isn’t about replacing people with technology. It’s about combining human expertise with intelligent automation to make better decisions, improve operational performance, and deliver greater value to policyholders.