The use of AI has been rapidly accelerating in recent years. While it brings about positive implementations, some people stay sceptical of the technology. This is understandably the case when businesses, especially those which require personal information, implement it into their day-to-day workings. It also raises important questions that business leaders need to keep in mind: Who is responsible when AI gets it wrong, and how do we respond? However, with 78% of UK businesses claiming to be using AI, it’s clear that there must be some benefit. So why are companies incorporating AI technologies?  Well, the answer ranges from innovation and a competitive advantage to customer satisfaction.

The insurance industry is no stranger to AI and its benefits. Nonetheless, assessing uncertainty and accountability are the cornerstones of our industry: areas where human judgment must remain critical. At Sona Insurance, we understand the anxieties surrounding the changing landscape. That’s why, throughout this blog’s we aim to provide a helpful overview of the use of AI and how we regulate it.

How Does Sona Insurance Use AI Responsibly?

We implemented AI in 2025 when we started using an enterprise model. When speaking to our CEO and COO, it became clear that an enterprise model is non-negotiable. It includes several benefits, such as access to high-speed models and enterprise-grade security and privacy. While personal information is never input into the technology, it does help to ease anxieties knowing it is a secure system.

Sona uses AI for a multitude of tasks, such as improving the tone and clarity of emails, identifying potential inconsistencies or summarising information. This is where the human loop principle plays a key part. The practice involves content initially being created by a human, then enhanced by AI, and finally being reviewed by a human. Taking these steps improves decision-making, reduces errors while guaranteeing accountability and client confidence. For example, take Professional Indemnity insurance. It is designed to respond to human professional errors. If a business cannot demonstrate meaningful human oversight, questions surrounding liability and coverage become complex.

A real example of this is when our CEO was comparing two policy documents from two competing insurance companies. This was to find any differences or unique selling points. This saved a day’s work of manually highlighting and comparing anything of interest. Once the AI had completed this task, our CEO reviewed its answers and filtered through to guarantee all answers were suitable. In the end, it highlights a very interesting, unique selling point from one company, which helped inform further decisions. It is important now to clarify that every output is reviewed by trained Sona Insurance specialists, meaning AI is never the final decision maker and professional judgment remains essential.

The Key Message

It links back to real human expertise. AI will continue to evolve and change the way we work and how our businesses operate. While it can offer efficiency and a matter of insight, it cannot take accountability. There remains a point where technology must end. So, whether we are assessing risk, advising clients or making important decisions, professional judgement remains indispensable. A successful future for business requires not the replacement of people with AI, but empowering people through it.