At Wawanesa, AI has been integrated into everyday operations, particularly through widespread deployment of tools such as Copilot. The mutual views AI as a foundational skill, providing enterprise-wide access alongside mandatory training on responsible use and governance.

To support adoption, Wawanesa has implemented structured mechanisms to generate and prioritise AI use cases, including cross-functional “AI champions” and a centralised backlog. AI initiatives are not treated separately but are integrated into standard business prioritisation processes, ensuring alignment with organisational goals.

A major focus is data readiness, particularly improving the quality and usability of unstructured data. The insurer is implementing enterprise content management standards and AI-driven “smart data checks” to identify inconsistencies (e.g. mismatches between claims data and supporting notes). These efforts aim to ensure that AI outputs are reliable and decision useful.

Wawanesa also witnessed significant productivity gains in software development through AI-assisted coding and automation, reducing delivery timelines dramatically. At the same time, the organisation acknowledges challenges around cost management, governance of user-created AI agents, and ensuring that adoption translates into tangible business value.

Key takeaways for mutual insurers include treating AI as a core workforce capability and invest in training at scale, integrating AI into existing governance and prioritisation processes, addressing unstructured data quality as a critical enabler, and expecting rapid productivity gains in IT and development functions.