The insurance industry is at a turning point. Whether it will be seen as a relevant partner in 2030 or as a relic of the past will not be decided then. It is being decided right now. That was precisely my central message at insureNXT 2026. For me, the conference’s theme, “Shaping Insurance of the Future,” is not just a slogan. It is a mission.

I am convinced that the future of the industry depends on whether we can bring together high tech, high touch, and high trust. For me, these three terms describe what matters most right now.

High Tech means: Technology must be designed with the customer in mind. Artificial intelligence can accelerate processes and reduce the workload on employees. In consulting, this creates more time for meaningful conversations and well-informed decisions. Or to put it another way: AI in the back office creates more human interaction in the front office. Today, customers also expect solutions that seamlessly integrate into their daily lives. They want answers when they need them, not just during business hours.

High Touch means: closeness must be tangible. Despite all technological advancements, one thing remains unchanged: people trust people. That’s why debates like “online versus offline” often lead in the wrong direction from the customer’s perspective. Customers don’t think in terms of channels. They think in terms of life situations. Sometimes they want to call. Sometimes they want to have a face-to-face conversation.

Sometimes they want to look something up online late at night. Insurers’ job, therefore, is not to pit channels against one another. They need to integrate them effectively.

This is particularly crucial for cooperative insurers. It’s not just about products. It’s about relationships built to last. Technology can strengthen this connection because it frees people up to do what only humans can do: listen, understand, and build trust.

High Trust is at the heart of everything. Our actual product isn’t the policy. Our actual product is trust. Insurance coverage only works if people believe that we’ll still be by their side in ten, 20, or 30 years. In a volatile world, what matters most is whether an insurer is reliable.

Trust isn’t built on grand words. It grows when companies are stable and when people understand what’s being offered to them. Clear language is therefore a central part of good insurance communication. Regulation also plays an important role. It must safeguard trust while leaving room for innovation.

My impression of insureNXT 2026 was clear: there is a spirit of optimism in our industry. Many want to make the insurance world fit for the future. Now it is crucial to translate this energy into decisions and action.

Everything that came before was good. But good isn’t enough anymore. Now it’s about getting better – with speed, courage, and clear priorities. If we succeed, the insurance industry will still be seen in 2030 as what it should be: a reliable partner that has people’s backs.