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Even before COVID-19 plunged the world into crisis, artificial intelligence (AI), and more specifically conversational AI was fast becoming a key feature in the digitisation of customer-facing industries like insurance. In fact, Gartner had predicted that 85% of customer interactions will be managed without humans by 2021.
It is not uncommon for life insurers to outright refuse cover if the use of cannabis is disclosed during the application process, as is policy for illegal drug usage. However, with South Africa’s recent decriminalisation of the private use and cultivation of cannabis, many industries will need to reassess existing business practices which may be impacted by the changing legislation.