Hey friends, can we talk for a minute?
AI isn’t just changing industries—it’s rewriting the human job description. And nowhere is this shift more real than in the insurance industry. Now, before you roll your eyes and mutter, “Here we go with another tech speech,” hear me out.
This isn’t doom and gloom. It’s an invitation—a chance for us to rethink how we work and how we serve our clients in a world where machines handle the busywork.
The Future of Jobs Report 2025 by the World Economic Forum put some big numbers on the table:
- 41% of companies plan workforce reductions because of AI.
- 70% are hiring people with AI expertise.
- 77% plan to upskill their teams instead of replacing them outright.
So, what does this mean for us in insurance? Let’s walk this journey together.
1. AI in Insurance Is Not the Enemy—Complacency Is
Automation and AI don’t replace meaningful work—they amplify it.
Imagine claims officers spending less time buried in paperwork and more time comforting families through life’s hardest moments. Picture underwriters using AI-generated insights to offer personalized policies instead of running manual checks.
Sounds like a dream, right? It’s not. It’s already happening.
The Real Challenge: Many insurance professionals fear being replaced rather than being repositioned. And I get it—change can feel like a monster lurking under the bed.
But let me tell you something:
Automation doesn’t steal jobs—it steals the mundane.
It frees us up to do the meaningful work that clients remember us for. The client who thanks you years later? It’s not because of your paperwork speed; it’s because you showed up when they needed you most.
2. Human Skills Are Not “Soft”—They’re Survival Skills
The Future of Jobs Report reminded us of something crucial: the top in-demand skills aren’t coding or algorithms. They’re human skills—resilience, analytical thinking, and leadership.
Because while AI can predict outcomes, it can’t predict the lump in someone’s throat when they’re calling you after an accident.
In insurance, human moments define success:
- Breaking down the fine print of a policy when a business owner’s eyes glaze over.
- Guiding someone through the claims process after a loved one’s passing.
But Here’s the Thing: Too often, we’re training agents on products, not people.
We need to flip that script.
Real-World Example: Companies like Lemonade in the US use AI-powered chatbots for quick queries but pair them with empathetic human advisors for complex cases. That combo? Chef’s kiss! It’s seamless. It’s efficient. And it’s human at the core.
What if we did this for Kenya’s insurance market? Imagine mobile claims chatbots paired with customer success agents trained to listen—really listen.
3. The Future of Insurance Belongs to the Digitally Resilient
The report warns of a widening skills gap—especially in Africa. The digital revolution isn’t waiting for us to catch up. In Nairobi, tech ecosystems are booming, yet parts of our industry are still running on outdated systems and outdated fears.
Why This Matters: Insurance penetration in Kenya is still under 3%. But do you know what’s skyrocketing? Mobile internet access—78% of Kenyans have it (Statista).
This isn’t just about survival—it’s about potential.
We have an opportunity to meet customers where they already are: their smartphones.
Example: Look at M-TIBA, the health insurance wallet that’s revolutionized access to healthcare by making insurance a mobile-first experience. We can build on this with:
- Mobile apps that provide real-time policy updates, wellness tips, and claims tracking.
- AI-driven reminders for premium due dates—like your insurance saying, “Hey buddy, don’t let this lapse!”
At Dawit Insurance, we’ve seen that digital adoption doesn’t replace the human touch—it enhances it. It’s about making things simpler, faster, and kinder.
4. Pairing AI with People-First Service
Here are some ways AI and human-centric skills can come together to move the insurance needle in Kenya:
- Claims Concierge Service: AI triages claims automatically, but real human agents provide personalized updates and emotional support.
- Predictive Analytics for Risk Prevention: Instead of waiting for claims, insurers can use AI insights to suggest preventive measures—backed by human advisors for client trust.
- Digital Policy Education: Interactive, AI-powered modules that explain policies in simple terms. Human agents follow up to answer unique questions or just check in—because a caring voice can make all the difference.
Closing Thoughts: The Future We Must Build Together
Insurance has always been about protection, resilience, and trust.
The future of work may challenge how we do it, but it will never change why we do it.
We don’t fear AI in insurance—we embrace it. But we know the most important resource in our future isn’t artificial intelligence—it’s human resilience and ingenuity.
At Dawit Insurance, we believe the best way to predict the future is to shape it. We’re building a team that’s not just digital-first but people-first.
💬 What are your thoughts on the Future of Jobs Report 2025? How can we upskill and adopt the tools we need to thrive in this future?
Drop your thoughts below or let’s connect for a chat!
