Burgess & Bolton Weekly Wrap-up | 25th Sept 2026

So first question I asked was a kind of a confidence in AI question.

So how confident are you that your organization can successfully scale AI initiatives within claims beyond the pilot stage over the next 12 months? 60% are confident that it can scale AI beyond the pilot stage, which is obviously encouraging.

And only 18.7 are very confident.

So while there's kind of confidence.

that they can move from this kind of this proof of concept into kind of production, get it into kind of business as usual.

I think the challenge is probably getting firstly those fundamentals right

yeah

so you may have confidence that you can do it but have you got in place the the foundations the building blocks in order to do to do that and i think if you take in the results of the wider survey uh where we ask where we're asking about this challenge i think that does come through as a major uh obstacle

yeah i mean it's i think when you get a quite it's interesting when you ask questions like this which are sort of in sense hypothetical about the future what people think might happen and you've got to always take it on board that they they're often wrong but um the quite confident i always think is quite an interesting one i mean it's like you know let's just take a golf analogy you're standing on the fairway and there's a green surrounded by water and you think you're playing okay, you're a decent amateur player, you go, how confident are you going to land that ball in the green or is it going to go in the water? And I guess a lot of players thinking, very few would say, I'm really not very confident at all.

I mean, just unless they were playing badly.

Yeah.

Very few would say very confident, definitely going, not even thinking about it's going on the green.

And quite a lot would say, I'm quite confident.

And the reality in the end would be quite a lot hidden into the water.

So whereas if we had a, you know, say Rory McIlroy or Tiger Woods, whoever you want to choose, would stand there and say, I'm like 100% confident it's going on the green.

And their percentages would actually in reality be much higher as well.

So there's a...

I think it's partly, therefore, about people who have not experienced the leap of faith, if you like, from where we are now in AI to the reality, if you see what I'm saying.

Yeah, I do see what you're saying.

And I'm going to pick that theme up later when we talk about AI, because I think that people are underestimating the the opportunity and the impact and implications some of this

stuff yeah good talk good talk yeah

We can talk about that later.

So the second question I benchmark in my three benchmarking questions.

How urgent is the need to redesign your claims operating model to remain competitive in an AI enabled insurance market? 54% see operating model redesign as high or a critical priority.

so it that's quite interesting because there's a kind of consensus that there's a need for change but then given the results there's kind of you know you know how highly people are ranking that um it obviously points to different speeds within within the market and But we probably if we reflect back on the Blueprint two initiatives and the Tom and the reasons that they ultimately failed, it's probably because they were trying to corral a market with different huge organizations, very small organizations, different lines of business, different priorities, and trying to move a market in that way doesn't work so it's not unsurprising that you kind of find these different levels of appetite to