Kelsey Connors is a Senior Policy and Performance Underwriter at USAA. She holds the CPCU and AIDA designations from The Institutes and is an active leader within the CPCU Society, currently serving as President of the Arizona Chapter and Vice Chair of the Publications Committee. Here, Kelsey joins Chris Hampshire on In The Know for a conversation about underwriting, how her time as a Disneyland Jungle Cruise operator prepared her for a career in insurance, and the value of getting involved in the CPCU Society as soon as possible.

Key Takeaways

● Kelsey's pivot from Disneyland to the insurance industry.

● Getting involved with the CPCU Society.

● Kelsey's decision to pursue a career in insurance.

● Similarities between the Disney experience and the insurance experience.

● Details of an underwriting career.

● Utilizing AI in underwriting.

● Pursuing the CPCU designation.

● Rewards of involvement in the CPCU Society.

● A five-year look to the future of the industry.

● Attracting talent to the insurance industry.

● Kelsey's advice to her early-career self.

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

● "I always knew that underwriting was what I wanted as a long-term goal, and that was when I started looking into the CPCU Society."

● "My membership in the CPCU Society is by far the greatest thing I've done for my own career."

● "My role in the CPCU Society has given me even more confidence in my role as an underwriter."

● "I owe a lot of my career development to the CPCU Society."

Rena Strohmeier is the Underwriting Manager at Wawanesa Insurance and a San Diego State University faculty lecturer, teaching insurance and risk management classes. She is a member of the Executive and Leadership Council of the CPCU Society, and holds CPCU, AIC, and AINS designations. Here, she joins Chris Hampshire on In The Know for a conversation about working for a California-only insurer, global insurance interests, and insurance careers for women and offerings for underserved communities.

Key Takeaways

● Rena's career path started in auto theft.

● Underwriting or claims? CPCU helped determine Rena's decision.

● Insights into personal lines.

● Why insurance? Rena shares her personal answer.

● Women In Leadership offerings.

● Rena's involvement with the CPCU Society.

● Rena's role as guest lecturer at San Diego State University.

● The current state of the California insurance industry.

● A five-year look to the future of the industry.

● Rena's advice to her early career self.

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

● "The partnership between underwriting and claims is a very good one that we should think about more in the industry."

● "Women — there is a space for you in this industry."

● "If you know what you're passionate about, reach out, and someone can help connect that to insurance."

● "The possibilities and probabilities of success and building generational wealth and creating a legacy, I'd say, are greater in insurance than any other industry out there."

Lou Bonanno is the AVP of Property Underwriting at Arch Insurance Group, where he is responsible for portfolio management and analysis, program data feeds, corporate and business unit reporting. He also serves as the business unit representative to the Data Transformation Team. He has held positions in claims, premium audit, accounting, consulting, and ceded reinsurance. Lou is an active volunteer of the CPCU Society, currently serves in the New Jersey Chapter and previously on the Publications Committee and Technology and Innovation Committee. Here he joins Chris Hampshire on In The Know for a conversation about innovation and technology in insurance.

Key Takeaways

● Lou's insurance career started with personal lines.

● Questions to ask yourself before pivoting.

● Questions to ask others to enhance learning.

● Lou's decision to earn designations and his MBA.

● The role of AI in today's industry.

● Data and technology in the insurance sector.

● Current and future abilities and applications of AI.

● Addressing the talent gap with AI.

● Lou's advice to his early-career self.

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

● "I look for career opportunities that I wouldn't have in my current role."

● "Being curious and willing to ask questions will get you a lot further than making believe you do know."

● "No matter where I go in the industry, AI is going to be a huge portion of it."

● "I wish I had known the importance of people and connections earlier in my career."

Ruth Phillips is a Learning and Development Specialist with Higginbotham, where she develops and delivers training programs that help insurance professionals build technical expertise and advance their careers. She holds a Master's degree in Adult Education and has earned 17 insurance and professional development designations, including the CPCU and Insurance Training Professional (ITP) designations. Here she joins Chris Hampshire on In The Know for a conversation about learning and development in an era of telework and AI.

Key Takeaways

● Ruth's early career dreams were those of a fighter pilot.

● Key changes to online learning and development.

● Effective online versus in-person training.

● Tracking understanding and comprehension in students.

● The ROI to carriers and brokers when investing in new hires.

● Successfully spreading training resources out.

● AI tools that effectively assist in training.

● Fundamentals of a successful training program.

● Ruth's message to anyone considering a career in insurance.

● A five-year look to the future of the industry.

● Ruth's advice to her early-career self.

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

● "Today's technology has completely changed the way that I look at training people."

● "AI has been a lifesaver for me when training."

● "No matter what you love, we can find you a job in the insurance industry."

● "Tech isn't going to replace us, but if we're not using it, then we will be replaced."

Richard Parker is the Chairman at Applied Underwriters Aerospace, LLC, where he runs the space team. He recently joined Chris Hampshire for a special episode of In the Know: Ask the Expert, which features their conversation about the structure of space insurance, recent explosions, the typical claims process, and a host of other questions from a live audience.

Key Takeaways

● The structure of space insurance.

● Recent changes in space insurance underwriting.

● Challenges of insuring smaller spacecraft.

● Geosynchronous Earth Orbit characteristics.

● What type of space-specific coverages would Jeff Bezos have?

● Are space insurance products carrier-direct?

● How can an industry professional get hired into space insurance?

● Do captive insurance companies work with space insurance?

● How can space insurance be priced profitably and competitively?

● Is the space insurance economy a growing market?

● Was the recent explosion accurately depicted in the media?

● What does the claims process look like?

● Are there separate coverages for workers' comp and third-party liabilities?

● Will space tourism create new opportunities for space insurance?

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

● "Space insurance is unique because it doesn't have a lot of loss history."

● "Space insurance offers a worldwide opportunity with offerings to the entire commercial space industry."

● "The space insurance market is efficient and good for clients, but it can be extremely difficult to price."

● "It's absolutely fascinating to work on a space insurance claim."

● "Any growth in space is an opportunity for space insurance."

Joe Powell is the Chief Digital Officer at Gallagher Bassett, where he oversees Data, Analytics, and Product Innovation functions. He previously served as a management

consultant at Bain & Company, and holds a Bachelor of Science and a Master of Science in Management Information Systems from the Kelley School of Business at Indiana University. This episode of In the Know was recorded live at RIMS RISKWORLD 2026 and features a conversation between Chris Hampshire and Joe about the state of AI, trends in data and analytics, and all that a future with AI has to offer.

Key Takeaways

• Joe's career in data and technology.

• Data, analytics, and AI in today's world.

• Third-party offerings for claims handlers.

• Strategies for measuring ROI gains.

• Responsible implementation of AI.

• Joe's transition from consulting to insurance.

• Surprising insights from the depths of the industry.

• Joe's advice for anyone interested in insurance.

• Keys to running a successful AI project.

• A five-year look to the future of the industry.

• The characteristics that Joe looks for in his team.

• Joe's advice to his early-career self.

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

• "For a data geek, insurance is a great place to be."

• "Anyone who is thinking about a career in insurance will find the folks you trust and find the place that will help you succeed."

• "You can start doing a lot of things that you want with AI before you make a major investment."

Jayson Taylor is the Head of Casualty at MSIG USA. He previously served as Head of Excess Casualty for Argo Group and has held actuarial roles responsible for workers' compensation, warranty, property, and liability lines with QBE North America, Wells Fargo, and EMPLOYERS. He earned a B.A. in Business Administration from the University of Florida. This episode of In the Know was recorded live at RIMS RISKWORLD 2026 and features a conversation between Chris Hampshire and Jayson about advancing technologies, successful product development and launch, and the importance of building business relationships.

Key Takeaways

• Jayson's career started with a love of numbers.

• The presence and strategies of MSIG.

• Key differences between global and U.S. insurance companies.

• Transitioning from an actuarial to a relationship-based role.

• Insights into RIMS RISKWORLD 2026.

• Addressing rate increases with transparency.

• What Jayson looks for in his team members.

• Questions to ask yourself when changing roles.

• The impact of AI and data in risk management.

• Attracting talent to the insurance industry.

• Keys to successful product development and launch.

• A five-year look to the future of the industry.

• Jayson's advice to his early career self.

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

• "Business is built on the relationships you build."

• "We are in the business of paying claims to keep businesses going."

• "Put your focus on measuring what matters."

J. Patrick Gallagher, Jr., is the Chairman of the Board and Chief Executive Officer at Gallagher. He began his career as an intern in 1972, worked his way to Chief Executive Officer, and, in 2006, was appointed Chairman of the Board. In 2003, Mr. Gallagher joined the board of trustees of The Institutes. In this episode of In the Know, Chris Hampshire and Pat discuss his successful career, his perspective on where the insurance industry is today, and where it is heading in the future.

Key Takeaways

● Pat's successful career started with a fire and an internship.

● The definitive culture at Gallagher.

● Attributes of desirable acquisitions.

● Pat's message to anyone considering a career in insurance.

● The number one attribute of a successful leader.

● Questions Pat asks himself when making big decisions.

● A five-year look to the future of the industry.

● Pat's advice to his early-career self.

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

● "Culture is the most important attribute to success or failure."

● "Insurance is the greatest business on the planet."

● "Anyone can find a way to have a positive influence in the insurance industry."

Lindsy Graichen Hudnall, CPCU, AIDA, AU-M, AINS, LSSBB, is a process improvement expert currently serving as VP Strategic Operating Model & Execution Lead at Chubb. With a background in mathematics, analytics, and underwriting, she leads change management, driving operational efficiency and growth. In this episode of In the Know, Chris Hampshire and Lindsy discuss process improvements and making operational changes within a carrier, Lindsy's experience as a female leader in the industry, and her unique role in the CPCU Society.

Key Takeaways

● Lindsy's career success started with exceptional leaders and mentors.

● Making insurance "cool" for the next generation.

● Process improvement in the insurance sector.

● Effective cross-team collaboration.

● Recent technological changes in the process improvement sector.

● Defining success in process improvement.

● Characteristics of successful programs.

● The talent shift of the employee of the future.

● A five-year look to the future of insurance.

● Lindsy's activity in the CPCU Society.

● Lindsy's experience as a female leader in the industry.

● Early career networking advice from a professional.

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

● "Technology is helping fuel process improvement changes faster."

● "The most successful projects start with change management way before the change is implemented and actually happens."

● "There is no real end after a process improvement project."

Fuller Consulting Principal Bryan Fuller is a reinsurance and insurance regulatory consultant with more than 30 years of specialized experience for U.S. insurance regulators and international financial institutions. He holds a BS in International Economics from Georgetown University and professional designations as a Chartered Property Casualty Underwriter (CPCU), Associate in Reinsurance (ARe), Accredited Insurance Examiner (AIE), and Market Conduct Management (MCM). He is active in the CPCU Society (former Kansas City Chapter President) and currently serves on the Reinsurance and Excess Surplus Lines Interest Group Committee, the International Association of Insurance Receivers, the Society of Financial Examiners, and the Insurance Regulatory Examiners Society. In this episode of In the Know, Chris Hampshire and Bryan discuss his career in reinsurance and consulting across both the domestic and international spectrum.

Key Takeaways

• Bryan was first interested in international economics.
• Working in a small company fast-tracked his insurance career.
• Bryan's decision to transition to consulting work.
• The benefit of a CPCU designation in generating new business.
• Value points of the CPCU designation.
• The current state of reinsurance.
• A five-year look to the future of the reinsurance sector.
• Bryan's collaborative advice to his early-career self.

In the Know podcast theme music written and performed by James Jones, CPCU, and Kole Shuda of the band If-Then.

To learn more about the CPCU Society, its membership, and educational offerings, tools, and programs, please visit CPCUSociety.org.

Follow the CPCU Society on social media:

X (Twitter): @CPCUSociety

Facebook: @CPCUSociety

LinkedIn: @The Institutes CPCU Society

Instagram: @the_cpcu_society

Quotes

• "There are risks with any work, and you always have to manage the risks."
• "Networking is a key part of getting new business, and the CPCU designation certainly helps with that."
• "You never know how old coworkers will come back into your career."
• "Whatever the technology threshold is, we keep getting closer and closer to that line."