Efficiency Engineers Podcast by Paperbox

An insurer only gets tested when things go wrong. Or does it? Frédéric Stallaert sits down with Jordan Brownless, Claims and Customer Experience Manager at The Insurance Emporium, to explore what really defines the moment of truth in claims.

Jordan shares how The Insurance Emporium built a blended service model where digital claim submission and human expertise work side by side. He talks about what customers expect today, what broke when digital claims went live, and why some claims can be fully automated while others will always need a human touch. Along the way, he explains why customer satisfaction beats loss ratio on his board report, and why trust is earned long before a claim comes in.A candid conversation about technology, regulation and keeping the customer at the heart of every decision.

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝

An insurer only gets tested when things go wrong. Or does it? Frédéric Stallaert sits down with Jordan Brownless, Claims and Customer Experience Manager at The Insurance Emporium, to explore what really defines the moment of truth in claims.

Jordan shares how The Insurance Emporium built a blended service model where digital claim submission and human expertise work side by side. He talks about what customers expect today, what broke when digital claims went live, and why some claims can be fully automated while others will always need a human touch. Along the way, he explains why customer satisfaction beats loss ratio on his board report, and why trust is earned long before a claim comes in.A candid conversation about technology, regulation and keeping the customer at the heart of every decision.

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝

In this episode our guest is Jan Peeters, CEO of Portima.
Jan shares his journey from a long career in consulting to leading Portima, and how his international experiences shaped his vision on business, technology, and leadership. He explains how Portima supports Belgian brokers with IT and innovation, and why the broker channel remains a cornerstone of the insurance market.
We also discuss the evolving role of the broker, the importance of human proximity and advice in a digital age, and Portima’s ambition to shift the balance to a 70-30 ratio between client focus and back-office tasks. Jan highlights how co-creation with brokers drives innovation at Portima, with initiatives like BrioCompare emerging from this close collaboration.
Tune in to gain better understanding of how Portima and its partners are shaping the future of the Belgian insurance market with technology, transparency, and a strong human touch.

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝

In this episode of Efficiency engineers, Frederic Stallaert goes into conversation with Roel Druyts, founder and CEO of Hillewaere group and CEO of Christie’s Real Estate Belgium. He is a bussines leader with experience in acquisitions, real estate, growth and business transformation. 

Roel shares his view on how technology brings his employees even closer to their customers. He also tells us how strategic partnerships and technology innovation will influence the future of the insurance and real estate sector.

Tune in to gain better understanding how Hillewaere has redefined the future of insurance and luxury real estate based on strategic partnerships, innovation and digital transformation.

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝

In this episode of Efficiency Engineers, Frederic Stallaert talks with Jan Van Autreve. He is an experienced business leader with expertise in business transformation, growth, mergers and acquisitions. Celebrated CEO of Delta Lioyd Life, NN Insurance Belgium and ParkLane Insight, among others.

Jan shares his view on 'The Augmented Insurer' and gives insight in the next generation Insurance Companies where employees, business and customers come together. 

Tune in to gain better understanding about how the Insurer of today can transform in The Augmented Insurer of the future.

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝

In this Episode of Efficiency Engineers, our own CEO Frederic Stallaert switched seats for an exclusive interview. He gives you a look behind the scenes of an Insuretech start-up. 

Frederic dives into the world of transformation: in his life as CEO, in Business and in the Insurance Market. 

Tune in to gain a better understanding about how insurtechs influence change and transformation.

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝

In this Special Episode of Efficiency Engineers, our host and CEO Frederic Stallaert takes his turn to be a guest during an interview with insurance industry expert David Clegg.

Together, they dissect a critical question that's (probably) on the minds of many in the sector: Do Insurtechs drive radical innovation in insurance? How successfully or otherwise?

Tune in to gain a better understanding about how insurtechs influence change and transformation within an industry that has a reputation of being change-averse.

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝

Today we're joined by Bjorn Vuylsteker, the co-founder and CPO of WeGroup, and a LinkedIn Top Product Management Voice. 

He shares how shifting his approach from a technologist's perspective to a more customer-centric product mindset made a massive impact on how it helped shape WeGroup's strategy. 

Bjorn further explains the value-giving initiative of conducting AI technology workshops for their customers and how it has helped open their eyes to the possibilities of innovation. 

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝

We all know that it is easier to keep and retain clients than find and onboard new ones. Noting this fact, what must brokers focus on to achieve strong client retention? The answer won't surprise you, as it is hiding in plain sight. 

In this episode, Helen Burke (COO, Teambase), walks us through why operational efficiency must be a key priority for insurance broker organizations, and how focusing on this helps their customers win new business, level-up their USP (unique-selling proposition), and retain a loyal client base. 

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝

What drives decisions within the leadership of mutual insurance companies? Seasoned industry veteran Frederic Melle gives us a glimpse into his role at AMMA, a Belgian mutuelle focused on the medical liability sector. 

He highlights the DNA of a mutuality versus a for-profit insurance company and how it guides them on how they define innovation, take-on such projects, and the unseen cost of "legacy" within insurance organizations. 

Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn! 🤝