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Redefining personal lines – balancing affordability, innovation and customer expectations

Panel discussionClaims Club Briefing 3Underwriting Club Briefing 3

2026-09-08 | 12:00 PM - 12:35 PM

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Personal lines insurers are navigating a period of rapid change. Alongside affordability pressures and evolving customer expectations, advances in connected technology, AI and richer data are reshaping how risks are assessed, products are designed, and claims are managed. From smart homes and telematics to digital journeys and predictive analytics, insurers have an opportunity to create a more joined-up approach across underwriting, claims and product development. This session explores how the personal lines market can balance today's commercial pressures while preparing for the next generation of insurance.

Consumer Duty and delivering good customer outcomes
Affordability pressures and changing consumer behaviour
Digital underwriting/onboarding/claims journeys and rising customer expectations
Smart homes, connected vehicles and evolving risks
AI, predictive analytics and richer data supporting better underwriting and claims decisions
Product innovation driven by claims and underwriting insight