Zurich North America has been investing in predictive analytics since 2006, but a dozen years later, the organization’s chief underwriting officer stresses the idea that the human element in underwriting is ever present. “What we’re focused on in this relationship-driven industry is augmenting and supporting our underwriters to help them make better business decisions and to better serve our customers,” said Geno Fernandez, responding to a question about how emerging technology, automation and predictive analytics fit into the landscape of underwriting today. “But those business decisions are made in the context of trust-based human relationships,” he said....

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