Bain’s 2025 Claims Maturity Assessment, based on a global survey of 81 P&C insurers conducted with GLG and Dialectica, shows that while 78% of insurers are using generative AI, only 4% have achieved scaled adoption, with most stuck in pilot stages. Current uses focus on streamlining claims operations by summarizing documents, improving customer communications, and detecting fraud. Bain highlights that end-to-end adoption, when paired with a full claims process redesign rather than isolated use cases, can substantially reduce settlement cycles, cut home claims processing times, and increase productivity by up to 35%. However, despite these benefits, only 27% of insurers are pursuing full claims transformation, with organizational and integration challenges slowing progress.

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