AI at Zurich

Ericson Chan explains in Insurance Times why redesigning work is critical to realising AI returns, shifting roles toward judgement, coordination and decisionmaking.

Zurich’s Penny Seach and Ericson Chan outline how organzations can scale AI responsibly by aligning technology, governance and workforce readiness to unlock lasting business value.

Zurich’s perspective on how trust, governance and workforce readiness help turn AI potential into real business outcomes.

Business Insurance reports on how Zurich is applying AI to reduce ambiguity, improve consistency and strengthen underwriting confidence across borders.

Zurich North America shows how applied AI is helping U.S. Middle Market underwriters work more efficiently and make better decisions.

Zurich uses AI across multiple areas of the business, including underwriting, claims, customer service, finance, and IT operations. AI supports activities such as document analysis, risk assessment, service automation, and productivity improvement, wth solutions scaled where they deliver clear business value.

Zurich AI360 is Zurich’s enterprise‑wide approach to using AI consistently and responsibly across the organization. It is built around three core priorities: AI for Everyone, which empowers colleagues to work confidently with AI; AI at our Core, which embeds AI into key insurance processes such as underwriting and claims; and AI for the Future, which explores new business models and innovation opportunities. AI360 is not a single tool, but a shared way of working that connects people, technology and responsibility at scale.

Zurich is preparing its workforce for an AIdriven future by building strong, practical AI capabilities across the organization. Through its Skills for Today & Tomorrow learning ecosystem, employees develop digital skills in AI, data and automation via structured progams, curated content and the Digital Academy.

In parallel, Zurich offers specialized professional training for functions such as underwriting, claims, actuarial and risk engineering, ensuring AI skills are embedded where they matter most in daytoday insurance work.

Zurich follows a clear Responsible AI framework defined in our Data & Responsible AI Commitment. It outlines how we protect customer data, ensure transparency when AI is used, and maintain human oversight, accountability and safety throughout the lifecycle of our AI systems. This includes Privacy‑by‑Design, lawful processing, data minimization, strict retention rules and strong information security controls. These safeguards ensure Zurich’s AI systems remain secure, compliant and transparent.

Zurich is reimagining the future of insurance through the Zurich AI Lab, a collaboration with the University of St. Gallen and ETH Zurich. The lab accelerates industry transformation using AI by combining academic excellence with Zurich’s risk expertise and sponsoring five PhD researchers shaping next‑generation, responsible insurance.

Zurich applies a global Data Privacy and Protection Framework to every AI solution. This includes Privacy‑by‑Design, lawful processing, data minimization, strict retention rules and strong information security controls. These safeguards ensure Zurich’s AI systems remain secure, compliant and transparent.

Zurich has developed a series of patented, real‑world technologies that demonstrate how research is translated into practical insurance innovation. These include MedEeye for medical document intelligence, Smart Intake for automated claims intake, Address Matching Intelligence (AMI), the Listed Buildings Identifier, Insight360 for predictive analytics, IoT Mould Prediction for early‑risk detection, and Face Cow, a computer‑vision solution for livestock risk assessment. Together, these patents show how Zurich’s R&D applies advanced AI and data science to deliver measurable business impact across underwriting, claims and risk prevention.