Insurance Tech Should Be About Reassurance, Not Risk

Insurance is often seen as cold and transactional. I want to change that. The penny dropped in 2015, when I was hospitalised and my private health insurance stepped in. It wasn’t about the paperwork or the policy, it was about the feeling of being supported when I needed it most. That experience made me realise what insurance should feel like: invisible when things are fine, invaluable when they’re not.

Up to that point, I’d worked on projects at Accenture exploring how technology could make healthcare more personal with wearables, connected devices, real-time insights. It was in that moment that I connected the dots. If technology could bring empathy into healthcare, why couldn’t it do the same for insurance?

The idea is simple: AI shouldn’t make things colder or more complicated, it should do the opposite. Decode the complexity, bring back clarity, and help people feel seen again.

It wasn’t about interfaces or claims journeys; it was about earning trust and proving that technology could humanise something people have historically avoided. That data, by the way, is one of our most powerful assets. It trains AI models to understand real behaviour, real sentiment, and real-life needs. So while we’re building tools for insurers, we’re ultimately training a system that understands people. That’s how we balance it: empathy on one side, intelligence on the other.

Trust doesn’t come from technology. It comes from people. But technology can amplify the qualities that build trust: transparency, fairness, and consistency. AI gives us the chance to flip that completely. At Rehuman, we use AI not to replace human judgement, but to reveal it. To make policies easier to understand, decisions easier to justify, and interactions easier to trust.

I really don’t believe that AI replaces brokers. It gives them range. The best ones already do more than sell policies… they understand people. We use it to reveal patterns. Moments when a customer might be underinsured, or when their life has changed but their cover hasn’t. It helps companies see the human behind the policy, not just the data on the screen.

More here: Financial Times