AI in Insurance in 2026. Chatbots, Copilots, and Agents: How a Small Cohort of Leaders Pulled Ahead and What It Means for the Rest of the Market

Bart Turczynski

Aug 2026 · Tidio

About this ebook

Ping An’s AI service representatives were reached about 1.8 billion times in 2024, covering 80% of the group’s customer service volume and bringing the average claim to 7.4 minutes. Most of the industry is somewhere else: only 7% of insurers have brought an AI system to scale, and roughly two-thirds are still piloting.

Where the documented returns are — claims and fraud detection, at 30–50% productivity — what the EU AI Act and the NAIC model bulletin now oblige, and why only 3 of the 30 insurers Evident assessed have published a financial return from any of it.

Approval is falling while the technology improves: only 20% of Americans view insurance AI positively, even as digital claims satisfaction reaches record highs. Which of your AI results could you put in front of a policyholder?

About the author

Bart Turczynski is Head of Growth at Tidio, where he leads customer acquisition and growth initiatives at the intersection of AI, marketing and e-commerce. He has ten years of experience in digital marketing and growth strategy. He is also a co-founder of MoreGrowth and Natu.Care, where he drove organic user acquisition and built sustainable growth channels. He writes open source software in his own time.

Tytus Golas is co-founder and CEO of Tidio. He has been building customer service software since 2013; it is now used by hundreds of thousands of businesses worldwide. He sets the company's product direction, including its move to AI-agent-led service.