In case you missed it, the Insurance Intelligence team provides a recap of key takeaways from the keynote presentations and panel discussions held at our 2025 Insurance Claims Event in October.

Time stamps:

(0:50) - Introduction to Insurance Claims Event and recap of keynote presentation on anchoring your claims operations around four key pillars and embracing change.

(2:42) - Recap of highlights from the State of the Industry keynote

(5:30) - Highlights from the keynote centered on building a culture of innovation

(7:07) - First Notice of Loss panel takeaways including how technology is changing the process

(9:30) - Future of Estimation panel recap including differences between auto and home processes and how LLMs are changing the process for auto claims

(13:55) - Service and Repair panel recap including challenges influencing auto vs. home claims and balancing technology and people to create a better process for the end customer

(17:22) - Total Loss panel takeaways including impact on loans, influence on overall satisfaction, and rising rates of total losses

(20:37) - Claims Customer Service panel highlights including importance of soft skills, empathy, and communication

(23:00) - Digital & AI in Claims panel recap including getting the right vehicle to the right shop at the right time

(26:08) - Pricing & Profitability panel takeaways including identifying the right rate for the right risk

In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Meghan Anzelc, who leads Aon’s Transformation Solutions Center of Excellence, joins us to demystify what true AI transformation looks like for P&C carriers.

Meghan explains why strategy must come before technology, which use cases deliver measurable value, and how to align talent, tech, and operations to scale successfully. A clear, actionable conversation and a must-listen for leaders ready to turn AI vision into business outcomes.

In this episode of the J.D. Power Insurance Intelligence Podcast, the team explores the carrier relationship with agents and distribution partners. The discussion covers the evolving importance of the role of the insurance agent, what customers are looking for from agents, what agents are looking for from carriers, and opportunities for carriers to improve the relationship with agents.Time stamps:(0:37) – The current landscape and relative importance of agent and distribution partner relationships.(4:00) – The difference between independent and captive agents.(5:08) – The relationship between agents and carriers and what is important to the agent.(7:11) – How the industry is performing when it comes to meeting agent expectations.(11:00) – Advice for carriers looking to expand share of wallet with agents.(13:05) – Examples of ways carriers can make it easier for agents to work with them.(14:06) – Differences between the property/casualty insurance and the life insurance and annuity distribution ecosystems.(16:39) – How we expect to see the agent-consumer relationship and agent-carrier relationship evolve moving forward.This episode provides practical insights into how carriers can strengthen their relationship with agents representing their brand to customers. Subscribe now for more expert insights and to stay ahead in the ever-evolving insurance landscape!

In this episode, the J.D. Power Insurance Intelligence team unpacks the results of a recent pulse survey on consumer perceptions of AI within insurance. The discussion covers how consumers are currently using AI, where they see the greatest benefits, which processes they feel comfortable with carriers automating, and how insurers can balance efficiency with maintaining a strong customer experience.

Time stamps:

(0:35) – About the AI survey conducted with insurance consumers.

(2:51) – Is AI replacing search when it comes to insurance shopping?

(4:08) – What are consumers concerned about when it comes to AI in insurance?

(7:31) – In what areas do consumers feel comfortable using AI?

(13:21) – What should carriers be focusing on in relation to AI usage?

This episode provides practical insights into how customers are engaging with AI in their insurance journey and what carriers should prioritize to build trust while leveraging technology.

Subscribe now for more expert insights and to stay ahead in the ever-evolving insurance landscape!

In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Alex Valdes, co-founder & CEO of Findevor, explains how AI agents are transforming profitability and strategic decision-making for insurance carriers. From detecting spikes in claims to orchestrating complex workflows across internal and external data, Alex shares real-world use cases and lessons from deploying AI in other regulated industries.

A must-listen for anyone looking to move beyond transactional underwriting into proactive, portfolio-level intelligence.

In this episode, hosted by Michael Vermillion, we are joined by Steve Crewdson, Mark Garrett and Craig Martin from J.D. Power to explore current trends in bundling and unbundling auto and home insurance. This episode dives into what drives customers to unbundle, how carriers view bundlers, what consumers should think about when it comes to bundling, and what carriers can do to attract and retain bundlers.Time stamps:(02:10) – Exploring whether bundling is a good or bad thing for consumers.(04:24) – Bundling attractiveness from a carrier point of view.(05:23) – The current state of bundling.(08:53) – How premium increases have impacted bundling and an exploration of bundling differences by demographics.(13:18) – The future of bundling.(16:02) – How smart carriers are approaching bundling.This episode provides practical insights into current and future trends around customer bundling and unbundling of their auto and home insurance policies. Listeners will hear actionable tips for how they can shift their service strategy to better focus on and retain bundled customers.Subscribe now for more expert insights and to stay ahead in the ever-evolving insurance landscape!

In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Michael Reed, founder and ceo of Enterprise Sight, shares his structured, three-stage approach to AI strategy: selecting high-impact use cases, scaling across the enterprise and managing a complex AI ecosystem.

With a focus on integration, vendor diversity and data ownership, Michael offers actionable insights for insurers ready to move beyond experimentation into strategic AI adoption.

In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Liza Adams, founder of GrowthPath Partners, shares how companies across industries are transforming their go-to-market strategies with AI. From upskilling commercial teams to accelerating adoption at scale, Liza offers practical insights that insurance leaders can act on today. A must-listen for CROs, CMOs, and GTM teams ready to lead in the AI era.

In this episode, hosted by Michael Vermillion, we are joined by Steve Crewdson and Craig Martin from J.D. Power to explore the concept of a seamless channel experience. This episode unpacks why seamless interactions are crucial for customer satisfaction and how they have become a significant key performance indicator in the auto insurance industry.

Time Stamps:

(00:28) - Customer service across channels and the evolution to seamless experiences.

(03:45) - Importance of seamless channel experience in customer satisfaction.

(05:24) - Performance differences among insurers regarding seamless experiences.

(16:44) - The role of technology in enabling seamless cross-channel communication.

(19:14) - Best practices for ensuring seamless information sharing across channels.

This episode focuses on the importance of providing a seamless customer experience across various channels in the insurance industry. It highlights how seamless interactions have become a critical driver of customer satisfaction, surpassing other key performance indicators.

The discussion includes insights into the challenges and best practices for achieving seamlessness, emphasizing the need for integrated technology and consistent communication across channels.

This episode is invaluable for insurance professionals and brands looking to enhance their customer service strategies. It provides practical insights and actionable tips on improving cross-channel interactions, which are essential for maintaining customer satisfaction and loyalty. By understanding the significance of seamless experiences, listeners can better align their operations to meet customer expectations and drive business success.

Subscribe now for more expert insights and stay ahead in the ever-evolving insurance landscape!

In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Frank Neugebauer, vice president of generative AI at Cincinnati Insurance, offers a rare insider’s look at how AI governance is actually implemented at scale.

As a member of the company’s governance committee, Frank shares how to balance innovation with accountability, foster cross-functional alignment, and turn governance into a strategic enabler—not a barrier—to responsible AI.

A must-listen for leaders bringing AI to life inside complex, regulated environments.