AFLAC

Aflac says AI and automation should handle routine transactions, but human agents are essential for sensitive health-related calls where empathy matters. Keith Farley, Aflac’s chief customer officer, emphasizes hiring for authentic empathy rather than trying to train it, and leaders should "walk the process" to experience customer journeys firsthand. The company advocates balancing efficiency gains from AI with easy access to humans for reassurance and complex issues. » Plus sur forbes.com

Jim Cramer characterized Aflac as "not great, not bad," reflecting a low-risk, low-growth profile. In Q2 Aflac reported net earnings of $825 million versus $599 million a year earlier, while total revenues fell to $4.1 billion amid foreign-exchange headwinds and weaker yen-driven results in Japan. Management returned $1.3 billion in capital through $983 million of buybacks and $309 million of dividends, supporting a long history of dividend increases. Revenue and adjusted earnings were pressured by currency translation, leaving upside limited but downside contained. » Plus sur finance.yahoo.com

At the KBW Insurance Conference 2026, Aflac presented a strategy of capital discipline, selective growth and operational improvements. The company repositioned roughly 5% of its Japan portfolio, boosting net investment income and reducing valuation risks, while savings and life products and the new reinsurance offering Aflac Re are providing growth. In the US, Aflac is selectively expanding group and direct business as well as dental and vision benefits, but expects significant scale effects only in 2–3 years. AI is expected to deliver efficiency gains, but is not seen as the primary lever to lower expense ratios; the capital position remains comfortably above target levels. » Plus sur de.investing.com