Artificial intelligence is quickly becoming part of everyday insurance operations, from underwriting support to claims handling, customer communication, data review, and workflow automation. But AI still has limits. It can process information, identify patterns, and support decision-making, but it cannot fully replace judgment, empathy, accountability, or the trust that policyholders expect when real problems arise.

This class examines where AI can help, where it can fall short, and why the human touch still matters in insurance. Participants will explore situations where client interaction, professional judgment, ethical awareness, and clear communication remain essential, especially when policyholders are confused, frustrated, vulnerable, or facing a meaningful loss.

By the end of this session, you should be able to:

• Identify insurance situations where AI support may be useful but human judgment, empathy, or professional oversight is still necessary.
• Explain how insurance professionals can balance AI-driven efficiency with policyholder service, trust-building, ethical responsibility, and clear communication.