2026 Report

The State of AI in P&C Insurance Communication: Canada

Navigating customer expectations and investment priorities for the next era of AI-enabled insurance communication in Canada.

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AI-enabled Communication Offers Enormous Potential

This report brings together perspectives from 250 senior P&C insurance leaders and 1,000 policyholders across Canada to help carriers make more informed decisions about where and how to scale AI-enabled customer communications.

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Canadian Carriers Are Moving AI-Powered Communication Forward

88%

of insurers expect AI to drive significant or transformative change in P&C insurance

65%

describe their use of AI in customer interactions as moderately advanced

69%

expect their dedicated AI budget to increase significantly

Uncover How Insurers Can Scale AI Without Undermining Customer Trust

86%

of insurers expect AI to strengthen customer trust, only 33% of policyholders agree

43%

of policyholders believe AI will weaken trust

Human access is the clearest requirement: 72% of policyholders say their biggest concern is inability to reach a human when needed.

Explore AI Opportunities in Customer Communication

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