Soul Abraham on AI, smarter insurance and the future of customer experience

AI is transforming insurance faster than ever. Soul Abraham explains how Old Mutual Insure is using artificial intelligence to improve customer experience, reduce costs and make insurance more accessible for South Africans. Soul Abraham, CEO of Old Mutual Insure, joins What's Next to discuss how one of South Africa's oldest insurers is preparing for an AI-powered future. Drawing on nearly two centuries of insurance expertise, he explains why building a modern data platform was the foundation for adopting AI, and how the company is using artificial intelligence to empower employees, strengthen underwriting, and deliver faster, more personalised customer service. The conversation explores the three pillars of Old Mutual Insure's AI strategy, the role of cloud infrastructure and data in enabling innovation, and how AI could help improve insurance affordability and penetration across South Africa. Soul also shares his vision for AI-assisted brokers, personalised insurance products, faster claims processing, and why upskilling employees will be critical to ensuring AI enhances—not replaces—the workforce. Looking ahead, he outlines how Old Mutual Insure aims to redefine customer expectations while making insurance simpler, more responsive and better suited to individual needs. For South African business and technology leaders, this episode offers valuable insight into how AI is reshaping financial services and what the future of insurance could look like over the next five years. 0:00 Intro 2:15 Soul Abraham's journey to CEO of Old Mutual Insure 7:58 How Old Mutual Insure is adopting AI 11:06 The company's three-pillar AI strategy 17:14 Improving customer experience with AI 29:15 Upskilling employees for an AI-powered future 32:11 The future of insurance in South Africa Follow MyBroadband: X - https://twitter.com/mybroadband Facebook - https://www.facebook.com/mybroadband Instagram - https://www.instagram.com/mybroadband/ Website - https://mybroadband.co.za/news/ #ArtificialIntelligence #Insurance #SouthAfrica