Why Canara HSBC Life is rethinking its operating model around AI

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When Sachin Dutta, Chief Operating Officer of Canara HSBC Life Insurance, last discussed artificial intelligence with Express Computer in 2024, the conversation revolved around what generative AI might do for insurers. Two years on, that framing already feels dated to him.

“Right now, we don’t even talk much about Gen AI,” Dutta says, describing how the company’s AI journey has moved from experimentation towards more purposeful applications.

For Dutta, the shift is not about following the latest technology cycle. It is about having the architecture, data and operating foundations to make AI useful at scale. The company’s approach, he says, has been deliberately conscious and cautious, with business outcomes determining where AI is applied rather than the technology itself becoming the objective.

From experiment to an underwriting co-pilot

The change is visible in underwriting, where Canara HSBC Life has deployed what Dutta describes as a copilot or autopilot embedded into...

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