Thought leadership article
The insurance industry is experiencing a profound shift in how work is structured, delivered, and supported. Against a backdrop of geopolitical uncertainty, economic disruption, and rapid technological advancement, insurers are rethinking traditional workforce models to meet new demands. This transformation is not only about adopting new technologies, but about redefining roles, reshaping skills, and redesigning organisations for a more agile, digital future.
EY (Canada) conducted a survey of ICMIF HR Forum members to understand how mutual and cooperative insurers are experiencing these changes. The findings, combined with broader market insights, paint a clear picture: the workforce of the future is already taking shape, and insurers must act now to stay ahead.
Across global markets, insurers are responding to a complex mix of external pressures. These include economic volatility, shifting regulatory landscapes, and long-term societal trends such as urbanisation and ageing populations. In parallel, customers are demanding more from their insurance providers, expecting seamless digital experiences, personalised products, and faster claims resolution…
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