AI Changes Job Profiles

According to the study, automation, digitization, and augmentation will bring lasting changes to tasks and the nature of work in the insurance industry. Roles in sales, underwriting, and claims increasingly rely on data and technology in their daily work, and as a result, the demands for data literacy and technology use are growing. Today’s employees need to be able to evaluate system proposals critically, make well-informed decisions, generate economic value, and contribute effectively within networked and interdisciplinary work environments. 

The study’s authors emphasize that a high level of professional expertise is a key factor in success and a distinguishing feature. What at first glance sounds like wishful thinking within the industry is explained by ZHAW expert Dr. Pirmin Mussak: “The more information and recommendations provided by systems, the more important it is to be able to contextualize them within a specific practical setting, critically evaluate them, and incorporate them into decision-making in a responsible way.”

In addition, AI and data literacy, together with governance and sustainability, are essential components of every job profile. “It isn’t access to information that makes the difference, but the ability to turn it into relevant insights and economic success,” emphasizes ZHAW study author Prof. Angela Zeier Röschmann. Furthermore, according to the study, resilience, reflective skills, and the ability to collaborate are becoming increasingly important as collaboration occurs in hybrid, interdisciplinary contexts. 

As entry-level opportunities in simpler roles become increasingly scarce, the industry must proactively design career entry pathways before opportunities for young talent begin to disappear gradually. At the same time, ZHAW expert Prof. Zeier Röschmann stresses the urgency of upskilling experienced professionals. The productive question here is not which roles will remain or disappear, but rather what skills a high-performing team will need in the future to achieve results. The direction outlined is undisputed among the experts surveyed; the only point of debate is the pace of change.

“In our view, it is essential that the insurance sector continues to evolve through training and professional development. In particular, work-study and dual education systems are structurally designed to meet the pedagogical requirements. That means learning in context, with a bridge between theory and practice,” concludes Dr. Mussak.

The findings are based on an analysis of over 100 academic publications, as well as interviews with experts and support from a working group of the Swiss Insurance Association (SVV).