Debate. Sweden is facing an important technological transition, where AI plays a central role. Within the insurance industry in general, and claims management in particular, there are significant opportunities to use this technology to strengthen customer experience, efficiency, and quality. But it requires action now, write representatives from four Swedish insurtech companies.
“AI is a transformative technology that, in human hands, creates the potential for fundamental improvements in our societies, much like the railway, electricity, and the telephone once did. The pace and scale of change are such that we cannot stand by and wait for complete understanding; we must orient ourselves as we move, establish principles and direction, and then act.”
When Carl-Henric Svanberg, chair of Sweden’s AI Commission, presented the commission’s report in November 2024, he emphasized that Sweden has no time to lose. The commission even accelerated its work to speed up adoption. Yet a year later, there are signs that progress is slower than it could be. As several independent Swedish insurtech companies, we want to draw attention to one critical process at risk of falling behind: claims management.
A shared opportunity for the industry
We are convinced that AI will soon become a natural part of all business processes. The development is moving quickly, and companies that act early will be best prepared. The insurance industry already has a strong tradition of precision, risk management, and responsibility, qualities that are invaluable when introducing new technology. Still, the industry is inherently conservative, for understandable reasons: long processes, complex regulations, and a perceived safety in the established. But that sense of security can be misleading. Today, the cost of inaction is higher than the risk of innovation. Embracing AI is not about abandoning what works: it’s about building on it, with new tools that enhance human decision-making.
The way forward: from uncertainty to insight
Hesitation around AI often comes from caution, not reluctance. Many find the technology complex or difficult to grasp. But experience shows that AI rarely replaces people: it amplifies them. By automating parts of the claims process, such as reading and summarizing extensive documentation, time is freed up for what requires human judgment, empathy, and dialogue. Investing in AI today is not a leap into the unknown, but a way to build long-term competitiveness. Through collaboration between insurers, technology providers, and industry organizations, Sweden can remain at the forefront.
Sweden has the right conditions
Investing in AI is no longer a high-risk project. Quite the opposite: the greatest risk now lies in not acting. By working with specialists, forming partnerships, and starting small, claims departments can quickly see tangible results: greater efficiency, more accurate decisions, and higher customer satisfaction. At the same time, a successful AI transition is not primarily about technology, it’s about leadership. It’s about taking initiative, prioritizing learning, and fostering a culture that views change as necessary, not threatening.
We need bold decision-makers and stronger collaboration
With our innovation, expertise, collaborative culture, and technology, the Swedish insurance industry has every opportunity to take a leading role in AI adoption, and claims management is an ideal place to start. In October, a new report from consulting firm Sollers highlighted claims management as the insurance area where AI will have the greatest short-term impact. We therefore encourage claims departments to strengthen collaboration with the insurtech sector, particularly around AI and machine learning, to stay ahead.
To echo Carl-Henric Svanberg’s words: now is the time to “orient as we move, establish principles and direction, and then act.” The question is not whether AI will become a natural part of claims management, but how quickly we can seize the opportunity together.
Johan Ehrenborg, CEO Claiton
Roine Gabrielsson, CEO Mavera, a Verisk business
Andreas Martin, CEO Upptec
Niclas Nevenstam, CEO Wisentic
Sources:
AI-kommissionens färdplan för Sverige (2024) (In Swedish)
