Connecticut Commissioner: AI’s Role in Insurance and Connecticut’s Proactive Response 

In the rapidly evolving insurance sector, the integration of cutting-edge technologies, such as Artificial Intelligence (AI) and Algorithmic Decision-Making, are driving transformative changes. This innovative convergence has the potential to reshape insurance dynamics by enhancing operational efficiency, elevating customer experiences, and fostering innovative product offerings. 

More than ever, data is the foundation of the insurance industry. With the emergence of advanced technologies characterized by faster processing speeds, improved connectivity, and expansive storage capabilities, AI together with Big Data have taken center stage in the industry’s evolution. Going beyond mere operational streamlining, these tools offer insights that can replace labor-intensive manual tasks and nurture innovation. 

With the help of insights derived from data analysis, insurance companies can assess risks in a highly detailed and informed manner and create more streamlined and user-friendly experiences. For example, they can refine their underwriting processes and set prices that accurately reflect the real-world risks involved – an advantage for both insurers and policyholders. A related benefit is the ability to issue policies online immediately, providing direct benefits to consumers. Furthermore, the increased use of data and technology enables quicker and more accurate claim resolutions. 

AI also has the potential to detect fraudulent activities. Through extensive data analysis, AI-driven systems can pinpoint irregularities and patterns indicative of fraudulent behavior. This not only safeguards insurers’ interests but also bolsters policyholders’ trust in the insurance process.  

Discussions surrounding AI have raised apprehension among regulators, policymakers, and consumer advocates. With decision-making transitioning from humans to machines, there are significant concerns including biased outcomes, use of inaccurate data, or problematic algorithmic elements. This highlights the importance of responsible adoption of new technologies. 

Addressing this challenge involves ensuring transparency and accountability. Protecting consumers, maintaining data accuracy, and monitoring third-party involvement are critical considerations. Equally important are transparency of the data used and avenues for resolving issues. Regulators constantly work to ensure innovation, but this never overrides the protection of consumers.  

Connecticut remains steadfast in maintaining a balanced approach. At the Connecticut Insurance Department (CID), we uphold a dual commitment – fostering innovation while ensuring consumer protection. 

For example, CID’s Property & Casualty (P&C) division is at the forefront of leveraging AI’s potential. In collaboration with American Association of Insurance Services (AAIS) and Kira Systems, the P&C team has developed machine-learning AI to comprehensively review claims-made forms for compliance with complex statutory requirements. Active development of this technology is underway, which will allow for review of Auto forms and underwriting guidelines, with plans to extend the application to Homeowners forms and guidelines. 

The Kira Systems application is trained to analyze form language for compliance with Connecticut law and the CID’s longstanding checklists. Through an application programming interface (API), CID examiners receive notifications if minimum standards aren’t met. Examiners evaluate the application’s findings and forward any objections to the applicable companies for corrections. This innovative approach ensures a consistent standard of review and feedback to industry. 

This AI-driven process also significantly saves time and enables examiners to focus on other submissions. It further serves as an invaluable training tool for examiners new to claims-made policies or the P&C team. The application extends beyond the P&C division, supporting the Market Conduct team in a claims-made policy-focused survey, showcasing its adaptability and wide-reaching impact. 

In addition, our alignment with the National Association of Insurance Commissioners (NAIC) Principles for Artificial Intelligence illustrates the CID’s commitment to fostering equitable and effective AI regulation while embracing innovation and consumer-centric practices. This forward-looking strategy allows the CID to effectively integrate technological advancements into our regulatory framework.

As regulators, striking the right equilibrium between innovation and transparency is paramount. Faced with the power of AI, I strongly advocate for comprehensive evaluations of new advancements benchmarked against appropriate regulatory and financial standards. This method extends beyond short-term gains; it’s rooted in upholding our core mission of safeguarding consumers.

Experience has taught me that challenges often give rise to opportunities. To shape regulatory strategies that blend innovation, solutions to consumer needs, and industry growth, collaboration is key. In addition, regulators must be willing to adapt to keep pace with the needs of the digital age.  

As the insurance industry continues to evolve with ongoing innovation playing an increasingly pivotal role, Connecticut and the CID are dedicated to serving as a template for a proactive approach to AI. At the CID, our culture fosters an ecosystem where innovation and consumer protection not only coexist but flourish.

Read more about Connecticut’s take on Big Data with an interview of Chief Actuary Wanchin Chou.