Chubb plans to automate 85% of major underwriting and claims processes over three to four years as part of a wider technology and automation strategy that could see headcount cut by around 20% while lowering its combined ratio.
In a December 2025 investor presentation, the insurer said that the initiative is expected to affect around 70% of the organisation, spanning underwriting, claims, sales, finance, and other support functions, as part of a broader digital transformation agenda.
Chubb said the programme is designed to materially reduce manual processing across its global operations, with data, artificial intelligence, and process automation embedded end-to-end.
The company estimated that the changes could reduce headcount by approximately 20% over 3-4 years, along with run-rate expense savings of approximately 1.5 percentage points on the combined ratio.
As part of the effort, Chubb aims to have 85% of its global gross written premium written through digital or significantly digitally enabled platforms. The insurer said that automation would be applied across multiple stages of the insurance value chain, including intake, underwriting administration, claims handling, and finance functions.
The presentation highlighted ongoing investments in data infrastructure, AI models, and engineering capability to support the programme. Chubb said that it currently employs more than 3,500 engineers globally and operates engineering hubs in markets, including India, Mexico, Greece, and Colombia, which support the development and deployment of automation tools.
Within claims operations, the insurer said its North American business is expected to automatically process and enrich more than three million claims documents in 2025, with no-touch rates exceeding 85%. In underwriting, pre-underwriting steps such as appetite checks, loss runs, and data preparation are increasingly being automated, with further expansion planned across commercial lines.
Chubb described the initiative as a multi-year effort requiring implementation “business by business”, adding in the presentation: “We are on a mission to re-invent ourselves again.”
The insurer did not provide a detailed regional timeline, but indicated that the transformation would be rolled out globally, including across its Asia-Pacific operations, as digital capabilities are expanded across underwriting and distribution platforms.
