AI in the Insurance Industry

New white paper from InsurTech Hub Munich and QAware shows the path to becoming an AI-native insurer

56 percent of insurers are already using AI productively - scaling often fails due to organization and change management

Munich, [March 05, 2026] - More than half of insurance companies are already using AI, but only selectively - it remains largely unused as a strategic lever. Projects promise a lot as showcases, but often fail in the transition from pilot to scaling. The real problem is of an organizational and strategic nature. The greatest potential of AI lies in the core business. This is the conclusion of the new white paper "On the way to becoming an AI-native insurer", published by InsurTech Hub Munich (ITHM) together with QAware.

Insurance companies covering a large part of the German insurance market were surveyed for the publication. The surveys were supplemented by C-level interviews, which provide in-depth insights into strategic considerations and practical implementation experiences.

AI strategies in place - integration is lacking

The figures prove it: 89% of insurers already have an AI strategy in place - the topic has reached board level. Companies see the greatest potential in claims management, customer service, sales and consulting. AI assistants and automated workflows are already reducing throughput times and freeing up time for personal advice.

Nevertheless, AI often remains an additional tool and is not yet fully integrated into processes, organization and value creation. "Many insurers have long since made the transition to AI. The real challenges are: Firstly, having the courage to rethink existing processes in terms of AI possibilities, and secondly, managing to turn promising AI showcases into widely used and well-integrated solutions," explains Dr. Josef Adersberger, Managing Director of QAware and member of the Advisory Board at InsurTech Hub Munich. "The real bottleneck is not the technology, but the interplay of effective organization and strategic skill - and the courage to apply AI where it hurts the most, but also has the greatest impact: in the core business."

Change management determines success

The study identifies a lack of end-to-end responsibility, unclear prioritization and a lack of integration between specialist departments, IT and compliance as the main reasons for failure. Around half of all transformation projects fail not because of technology, but because of cultural resistance. The experts therefore recommend investing another euro in change management for every euro of development costs.

"The results show very clearly that AI will only have a lasting impact if it is understood as part of the overall strategy," says Dr. Klaus Driever, CEO of InsurTech Hub Munich. "Insurers must strike a balance between two opposing forces: on the one hand, they must resist the temptation to blindly invest in AI for fear of missing out on a trend - but on the other hand, they must not act too hesitantly just to protect established structures and earnings. As InsurTech Hub Munich, together with partners such as QAware, we bring together insurers, technology providers and experts to provide guidance and actively promote industry-wide exchange on transformation."

How can the move to a fully AI-native operating model be achieved? The white paper provides specific recommendations for action, differentiated by company size, and gives an outlook on the next stage of development: autonomous AI agents that perform complex tasks independently.

The full white paper is now available for download at: https://www.qaware.de/auf-dem-weg-zum-ki-nativen-versicherer.

About the InsurTech Hub Munich (ITHM)

The InsurTech Hub Munich (ITHM) is a global innovation platform that aims to accelerate the technological transformation of the insurance industry.

With the help of topic-oriented programs and thought leadership studies and a strong international network, the ITHM opens the door to cutting-edge technologies and specifically promotes the cooperation of insurers with start-ups and technology companies. In this way, the ITHM strengthens Germany as a center for forward-looking insurance solutions and accelerates the implementation of new technologies in the industry. As part of the German government's Digital Hub Initiative and with financial support from the Bavarian State Ministry of Economic Affairs, Regional Development and Energy, the ITHM actively contributes to the future viability of the insurance industry.

Press contact:

InsurTech Hub Munich e.V.

E-Mail: communications@insurtech-munich.com

Press contact:

QAware GmbH

E-Mail: marketing@qaware.de