Insurable Interest Canadian Insurance Blog

Q&A with Eric Keller, Senior Director Analyst, Gartner Customer Service & Support Practice Gartner survey finds 87% of customers say companies using GenAI for customer service must provide access to a human agent Stamford, CT (Sept. 2, 2026) – Customers say they are open to using customer service chatbots, but only 27% of customers say they would be willing to try a chatbot again after a negative experience, according to a Gartner survey. We spoke with Eric Keller, Sr Director Analyst in the Gartner Customer Service & Support Practice, to discuss findings from the Gartner survey of 3,566 B2B and B2C customers, conducted in February and March 2026. He explained why chatbot adoption remains low, how negative experiences affect customers’ future willingness to use chatbots, and how service leaders can build adoption without sacrificing customer trust. Q: Why does chatbot adoption remain low when nearly half of customers say they are willing to use one? A: While 49% of customers said they would have been willing to use a chatbot if the company had provided one, only 7% used a chatbot or digital assistant during their most recent service interaction. Customers may express interest in new service channels in theory,...

Kayna Risk Manager is built for franchise networks, marketplaces and vertical SaaS (VSaaS) platforms serving diverse industries Module uniquely reads full insurance policies, endorsements, contracts and certificates to deliver a gap analysis identifying risk exposure to vendor, franchisee, subcontractor and tenant coverage Solution is currently live in multiple group insurance programs including a US retail franchise network of 260 locations Cork, Ireland (Sept. 15, 2026) – Kayna is pleased to announce it has launched Risk Manager, its real-time, stand-alone risk management module that analyses policy detail, flags coverage gaps and drives insurance sales to support compliance demands. The award-winning Irish InsurTech developed the solution as a value-add tool for franchise, marketplace and VSaaS platforms, providing enterprise risk managers and teams with access to live risk intelligence designed to minimise third-party risk exposure. The move aligns with Kayna’s foundational commitment to bridge the industry-wide insurance protection gap with novel, data-driven InsurTech innovation. How the Kayna Risk Manager solution works: Simple portal access. Uniquely, the solution reads the policy, endorsements and contracts once, properly, and pulls every exclusion, definition and limit into a clean organised record with the original clause numbers intact. It checks the policy wording against the clause that requires...

Acquisition expands Vitality’s capabilities to engage more people in their health, helping them take action to turn engagement into measurable health outcomes at scale, and transforming health plan members’ experience with their health plan Chicago, IL (Sept. 3, 2026) – Vitality, a global leader in behavioral change, helping health plans and employers deliver better health and financial outcomes, is pleased to announce the acquisition of Icario, a leading digital-first health action company that helps health payers motivate members to take meaningful steps to drive better health outcomes. The acquisition creates a connected, end-to-end model transforming how millions of members engage with their health – with a focus on prevention, early intervention, and sustained, long-term engagement and behavior change. This move significantly expands Vitality’s reach and impact in the U.S. market, as the combined organization will serve 19 million members and 30% of U.S. health plans, including eight of the country’s 10 largest plans. Vitality will unite Icario’s expertise in identifying and activating hard-to-reach populations and those most in need of health support, bringing it together with Vitality’s intelligence and engagement model. This will enable health plans to identify risk and actively reduce it by helping more members better understand their...

AI data centres and renewable energy investments could generate around USD 200 billion in cumulative commercial insurance premiums by 2030 Global investment super-cycle leads to larger and increasingly interconnected risks with more value concentration, geographic clustering, supply-chain dependencies and interconnected infrastructure Engineering-led underwriting, improved modelling and accumulation management as well as global risk sharing critical to supporting the next generation of strategic infrastructure Monte Carlo, Monaco (Sept. 5, 2026) – The global economy has entered a capital expenditure (capex) super-cycle, with surging investment in data centres, energy systems and other strategic infrastructure creating growing demand for commercial insurance. Swiss Re Institute estimates that AI data centres and renewable energy infrastructure alone could generate around USD 200 billion in premiums between 2026 and 2030. At the same time, the investment boom is creating larger and more concentrated risks, as assets cluster in the same locations and increasingly depend on shared infrastructure and networks. Gianfranco Lot, Swiss Re’s Chief Underwriting Officer P&C Re, says: “We are seeing the digital economy become a real economy. AI needs data centres, power grids and increasingly complex infrastructure – and all of it needs insurance. That creates growth opportunities across multiple lines of business, but also significant risk...

Dublin, Ireland (Aug. 28, 2026) – Aon, a leading global professional services firm, has released new analysis showing that global property and casualty insurers are entering a next phase of the market cycle from a position of strength and have an opportunity to convert recent profitability gains into long-term competitive advantage. The analysis marks the start of Aon’s Reinsurance Renewal Season, which helps insurers turn capital into growth. Aon’s third annual analysis of 120 global property and casualty insurers found that return on average equity (RoAE) reached 16.8% in 2025 – the highest level observed since Aon began tracking the cohort in 2009. The result marked the fifth consecutive year of RoAE improvement since the 2020 downturn, and was supported by stronger underwriting income, favourable market conditions and a relatively benign catastrophe year. The findings also show that market conditions are becoming more varied: the proportion of carriers increasing their RoAE year-on-year declined from 74% to 60%, while premium growth slowed for a fourth consecutive year to 5.2%, below the decade average and less than half the level recorded in 2021. The combined operating ratio improved to 91.1% – the lowest level of the decade – although performance dispersion widened across...

New GenAI capabilities for Legal Compliance & Analytics help legal teams accelerate review, reduce costs and improve defensibility at scale Florham Park, NJ (Aug. 27, 2026) — Conduent Incorporated, a global technology-driven business solutions and services company, is pleased to announce it is expanding its enterprise AI strategy by collaborating with Google Cloud and integrating Google’s Gemini models into Conduent’s Viewpoint™ platform. The collaboration represents another milestone in Conduent’s strategy to embed GenAI across its technology platforms, helping clients modernize complex, essential workflows while improving speed, quality and operational efficiency. Corporate legal departments are under increasing pressure to review growing volumes of structured and unstructured information while controlling costs, reducing risk and meeting tighter deadlines. By combining Conduent’s decades of legal operations expertise with Google Cloud’s AI technologies, organizations can analyze complex datasets faster, improve decision-making and deliver more defensible outcomes across eDiscovery and data breach response. “Enterprise AI is not about replacing expertise, it is about amplifying it,” said George Wehbe, President, Commercial Solutions, Conduent. “Legal professionals are being asked to review exponentially more information with the same resources. By combining Conduent’s legal operations expertise with Google Cloud’s AI capabilities, we’re helping clients make faster, better-informed decisions while maintaining...