Where Is the Return on AI Investment? | Graham Gordon, Sapiens | COVER Innovators Network 2026

Graham Gordon, Product & Strategy Director at Sapiens, challenges insurance executives to move beyond experimentation and ask the hard question: where is the ROI? This session outlines the alignment between strategy, data, and implementation required to realise genuine AI value across the insurance value chain.

Across the industry, there is no shortage of experimentation. But when executives ask what impact AI is having on profitability, growth, or efficiency, the answers are often unclear. This highlights a growing disconnect between ambition and execution.

Gordon challenged the assumption that AI initiatives automatically create value. Instead, he emphasised the need for alignment between strategy, data, and implementation. Without this, organisations risk investing heavily in technology without seeing meaningful returns.

At the same time, he outlined the scale of the opportunity. AI has the potential to transform the entire insurance value chain, from underwriting and claims to fraud detection and customer engagement. More importantly, it enables a shift from reactive to proactive models, where insurers move beyond paying claims to preventing losses.

Yet achieving this requires more than technology. It demands organisational readiness, strong data foundations, and a willingness to rethink existing operating models. In short, AI will not deliver value by default. It must be engineered into the business.

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