Nathan Eagles, Head of Business IT Enablement at Nedbank Insurance, says artificial intelligence is reshaping insurance in ways that matter directly to the customer. Speaking to host Thembekile Mrototo on AI Impact Talk, he explained that the sector is moving from broad, generic campaigns to individualised engagement built on real data and real behaviour.
Predictive analytics sits at the centre of this shift. By analysing life events, activity patterns, product history and digital behaviour, the team can anticipate what a customer may need at a specific point in time. This replaces the old model of finding a demographic group and pushing out the same offer to everyone. Instead, the ambition is to create millions of targeted campaigns each designed for one person. That also includes knowing when not to make an offer. For Eagles, relevance builds trust, and trust is the gateway to better data, which is crucial for AI to work effectively.
Drop off analysis helps refine this further. When customers abandon a digital journey, the system learns what caused the break and adjusts future interactions. Eagles stresses that customers must always have control, including the ability to opt out. He notes that people freely share data on social platforms, yet question why insurers need it. For Nedbank Insurance, he says, the responsibility is clear: secure handling, strict governance and transparent use.
AI is also improving fraud detection. By validating vehicle data against accident records and analysing whether images are recent or reused, the company can flag irregularities early. In life insurance, automated underwriting is becoming more efficient through AI analysis of medical results. Looking ahead, Eagles believes wearables and other health data could support fairer assessments for people who actively manage chronic conditions.
Efficiency and personalisation go hand in hand. Access to accurate data allows forms to be prefilled and quotes generated instantly, returning valuable time to customers. It also frees staff to focus on meaningful conversations rather than manual tasks. AI agents support employees by surfacing information during calls and guiding them through complex product queries.
Eagles says the long-term vision is simple: help people navigate life’s uncertainties with products shaped around their real circumstances, supported by responsible AI and a workforce equipped to meet evolving expectations.
