日内瓦协会：2025生成式AI在保险客户旅程中的应用研究报告（英文版）

Generative AI (Gen AI) has the potential to significantly transform how customers interact with insurers throughout their entire journey – from researching products and selecting policies to filing claims and managing coverage. This report explores two angles: Gen AI’s impact on the insurance customer journey, based on a survey, and the implications for insurers’ business strategies. Drawing on a customer survey conducted in the six largest insurance markets (China, France, Germany, Japan, th