Why insurers need modern communication tools

Believe it or not, one conversation is still tickling the back of my brain from November at Connected Claims USA... We're facing a critical inflection point in insurance: a mass exodus of expertise just as our workforce becomes more distributed than ever. Those invaluable "coffee machine moments" where junior adjusters learned from veterans? The overheard conversations that taught us unwritten rules of claims handling? They're vanishing in our hybrid world. But here's what excites me: innovative carriers aren't choosing between remote work and knowledge transfer – they're reimagining both. I'm seeing: - AI-powered mentorship platforms matching veterans with newcomers across time zones - Virtual reality simulations recreating complex claims scenarios - Digital "listening posts" where institutional knowledge is captured and shared - Hybrid collaboration spaces designed specifically for knowledge transfer The most successful organizations understand that technology alone isn't the answer. It's about creating intentional moments for connection, whether virtual or physical. From my conversations with industry leaders, the winners this year won't be those who simply throw technology at the problem. Success will come to organizations that thoughtfully design environments that preserve our industry's collaborative essence while embracing modern workforce demands. What innovative approaches is your organization using to bridge the knowledge-sharing gap in this evolving landscape? Share your wins (or challenges) below! #InsuranceInnovation #KnowledgeTransfer #InsurTech

Last year I really enjoyed the Harvard Business Review study on Top100 usage of #GenAI and commented how many of those usage were actually activities insurers would love to have with their customers on a day to day basis Well guess what❓ The study has just been updated AND those GenAI usages are the one really scaling all across the top100 ! It's now the time to upskill our talents and for our industry to make it happen ! 🔝 From idea generators to life companions: Gen‑AI has evolved beyond productivity aids. Top uses now include therapy, daily planning, and “finding purpose” — overtaking traditional tasks like content drafting 🔝 Emotional & existential use cases surge: AI is widely used for mental wellness, personal check-ins, organizing life, and guiding purposeful living 🔝 Voice interaction growth: Voice commands are increasingly used, especially when multitasking (e.g. driving), signalling a shift to conversational, hands-free experiences 🔝 Blurring work‑life lines: Many Gen‑AI use cases now serve both personal and professional needs (e.g. coaching + mental wellness), reflecting an integrated life approach Why this matters for Insurance conversations ❓ These evolving AI behaviours align closely with insurers’ ambitions to: 1️⃣ Prevent risk (and humanize it): + Use voice‑activated AI tools for proactive risk alerts: e.g., “Hey GPT, check air quality this morning; if bad, remind me to take an allergy inhaler and keep the windows closed.” + Incorporate habit‑threaded nudges (health, driving, home risks) to help avoid incidents before they occur. 2️⃣ Support purpose‑focused living + Embed AI-based coaching for mental well-being into wellness‑oriented insurance programs and live better longer ! + Develop partnerships between insurers and Gen‑AI platforms to guide healthy lifestyle choices. 3️⃣ Be there when things go wrong + Use empathetic, 24/7 conversational AI to guide customers through insurance processes, and especially at the time of FNOL/claims, in a tone of support rather than fraud suspicion. + Augment claim staff with AI for faster resolution and empathetic communication. 4️⃣ Redefine personal relevance + Hyper-personalize insurance offers through AI insights: e.g., group discounts for families focused on health, travel, or sustainable living habits. The more you share the more I bring you value (and not penalise you)! + Align insurance products with customers’ life values—using AI to signal, engage, and deliver on purpose-oriented protection. 🎯 #HBR study shows Gen‑AI is no longer just a tool, it’s becoming a personal AND professional companion, mentor, and coach as covered in the program for insurance executives I deliver. For insurers, that means evolving your value propositions beyond protection—towards prevention, purpose, presence, and personalization. It’s time to shape insurance offerings that truly resonate with the way Gen‑AI is integrated into people’s daily lives.

🔄 Rethinking Claims: How Technology is Transforming the Insurance Customer Experience Claims transformation has been a growing focus across the industry, with technology driving major advancements in efficiency and transparency. AI and machine learning are making it possible to process claims in real-time, detect fraud more accurately, and significantly reduce claim resolution times. For customers, this means less waiting and greater confidence in their coverage during stressful times. Beyond technology, claims transformation is also about meeting changing customer expectations. Today’s policyholders demand more than just speed; they want seamless, proactive communication. Integrating these elements is challenging, but it’s essential for insurers who want to build trust and loyalty with their customers. As we think about the future of claims management, I’m curious: how are others in the industry using technology to enhance their claims processes? What impact have you seen so far, and where do you see the biggest opportunities for improvement? #ClaimsTransformation #AIinInsurance #CustomerExperience #DigitalInsurance #InnovationInInsurance