L'intelligence artificielle : quelle plus-value pour les compagnies d'assurances belges et quelle transformation du métier des assureurs ?

Abstract

Nowadays, almost everything is digitalized; from consumption to social contacts, culture or health, there are very few areas of everyday life that are not impacted, in one way or another, by digitalization. It is therefore an understatement to believe that this is just a fad. In fact, the digital revolution has become an emerging concept that represents a real growth lever, especially for companies. Therefore, it is now crucial for insurance companies to analyze what new technological solutions, and in particular artificial intelligence, bring as real added value and what they raise as main issues in terms of business transformation. The purpose of this thesis is to analyze what are the impacts and challenges following the integration of AI within insurance companies. More precisely, this research aims at both analyzing the potential added value of AI on the insurance sector using Porter’s (1985) value chain but also observing the potential automation of certain tasks. In addition, this paper tries to understand the extent to which AI impacts the insurance profession. Therefore, it questions its evolution over the last few years and its potential future transformation. To this end, an empirical study consisting of a series of interviews with various professionals from the Belgian insurance sector is carried out. This research provides several new insights. There is no doubt that AI has the potential to facilitate many activities within the Belgian insurance value chain. One of the main opportunities for value generation revolves around process automation. Another big one is related to using additional customer knowledge to gain new revenue streams. However, it is important to keep in mind that companies are also facing a series of challenges. Beyond that, artificial intelligence is starting to transform the insurance profession. It is becoming much more rewarding because thanks to the time freed up by AI, they are now able to focus on higher value-added tasks. Finally, the insurance of the future will result in a strong coalition between the insurer and the machine, the latter playing in fact a role of support to the Man. Of course, the adoption of AI technologies in the Belgian insurance market is still in its infancy compared to other American or Asian markets. Nevertheless, the subject is getting more and more attention and interest from insurance company managers, who are more aware than ever that it is time to invest in artificial intelligence...