Bringing out the best in workplace teams is a passion for organizational consultant Emma Corcoran. On this episode she outlines her journey at Selective Insurance to provide a shared customer experience program for appointed agencies as well as policyholders. Emma discovered the joy of helping teams evaluate customer research and outline actionable steps to improve the experience. She helped producers and CSRs work more closely together. Today, Emma’s programs cover DiSC, a behavioral assessment on communication preferences and styles, which is useful for firms working through a merger; Kolbe, which measures how you accomplish things when you’re free to be yourself; and design thinking, a non-linear, iterative process for teams to solve difficult problems. Emma also has a passion for bringing other insurance women together. Overall, 60% of industry professionals are women, yet the ratio flips to 40/60 for women in leadership positions. Her first meeting in 2017 brought 20 agency women together. “The vulnerability was really, really cool in the room,” she says. “They felt they could all share. It was all about lifting one another up.” Emma expanded the reach as Covid required virtual programming. The group grew to 800 women.

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In this episode, John Kain, director of financial services market development at AWS, shares how insurers are moving beyond traditional generative AI toward intelligent, autonomous workflows that can make decisions, execute tasks, and work together like human employees. From customer service and claims processing to training and onboarding, he says agentic AI is accelerating transformation and making employees more effective, not obsolete. He explains why insurance is uniquely positioned for this shift. Check it out!

This episode is brought to you by RPS. RPS helps brokers drive client success in the E&S space. See how RPS delivers tailored, data-driven insurance, benefits and underwriting solutions at RPSins.com.

The post EP. 108: How Agentic AI is Supercharging the Insurance Workforce appeared first on Insurance Journal TV.

Lloyd Yavener, president and COO of Sutton National Group, believes in the future of delegated underwriting authority. It wasn’t always that way. “MGA was a four-letter word when I first got into the business,” he says on this recording. “It was a broker model, which was to write more insurance, while the underwriter’s goal was to write more business profitability.” Over time, program administrator and MGA models emerged with “highly sophisticated” underwriting and compliance talent that originated in the traditional insurance market. “It looks just like an insurance company without the balance sheet,” Lloyd says. Moreover, the MGA model has been able to adapt quicker to emerging risks. Sutton writes homeowners in cat-prone areas as well as trucking, contractors, ocean and inland marine, and some other specialty lines. Listen as Lloyd shares his thoughts on leadership and working with others, just like with a well-tuned band.

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In this lively Golfertainment episode, hosts George, Kevin, and Patrick welcome inclusive leadership expert and author Amy Waninger to explore her new book Moving from Panic to Purpose – a candid, emotional, and inspiring guide to leading with empathy through change. Between heartfelt conversations about resilience, thoughts on the Ryder Cup, laughter over mini golf hazards, and reflections on adapting in a fast-evolving insurance world, this episode reminds us that leadership, like golf, is all about how you handle the hazards. To watch more Golfertainment episodes, visit https://www.insurancejournal.tv/channels/golfertainment/

Grab Amy’s new book here: https://amzn.to/4npreyw

The post EP. 15: From Panic to Purpose: Finding Humanity in a Changing Industry (and on the Mini Golf Course!) appeared first on Insurance Journal TV.

AI is moving beyond pricing models to transform insurance operations—especially claims, where automation can cut costs, speed decisions, and boost customer satisfaction. Alena Kharkavets – North American head of claims for WTW’s insurance consulting and technology business – joined to discuss the shift from AI assistants that handle day-to-day, simple tasks, to fully fledged AI actuaries and agents that are planning, decision-making and executing higher level tasks. To view the full podcast interview with host Elizabeth Blosfield, visit https://www.insurancejournal.tv/videos/25781/

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Claims fraud is getting more sophisticated. Carriers can fight back with AI to sift through huge amounts of data and find patterns, says Ashley Fong, VP with Carpe Data. Injury fraud thrives in areas where strong legal networks, high population density, heavy tourism, economic hardship, and legal loopholes create opportunities for fraudulent claims to flourish, Carpe Data research finds. Younger adults are more likely to commit fraud; riskier behaviors and cultural pressure to overshare on social media channels are likely reasons. “Insurance fraud is a costly and a persistent problem,” Ashley says. In 2023 alone, an estimated $300 billion was lost to fraudulent claims—equivalent to 10 Hurricane Helene disasters, she notes. Advances in technology are essential, but ultimately human judgement and creativity will continue to be needed to mitigate fraud, she says. “Human roles will evolve to areas that require more brainpower, judgement, creativity—things that a computer can’t necessarily do. Traditionally, carriers reviewed only 4% of open claims with a manual, rules based, tedious and expensive process. But with AI and human intervention, insurers can generate 10 times the reviews.”

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On this episode of The Insuring Cyber Podcast, Alena Kharkavets – North American head of claims for WTW’s insurance consulting and technology business – joined to discuss the shift from AI assistants that handle day-to-day, simple tasks, to fully fledged AI actuaries and agents that are planning, decision-making and executing higher level tasks. WTW is a global advisory, broking and solutions company. Alena spoke about how this tech is being used at WTW and AI’s evolution overall in insurance, particularly claims, as well as some of the challenges that still exist. Check it out!

To view this episode and more of The Insuring Cyber Podcast with Elizabeth Blosfield, visit https://www.insurancejournal.tv/channels/insuringcyber/

The post EP. 107: From Assistants to Actuaries, AI’s Next Leap in Insurance appeared first on Insurance Journal TV.

At the WSIA Annual Marketplace, Peter Van Aartrijk, host of the On Point podcast by Insurance Journal, sits down with Jonah Lipin, Chief Sales Officer at SPG. They discuss how brokers value personal contact with underwriters even as AI enters the industry, and how technology can enable faster, more effective communication without replacing human expertise. Jonah also explains the strategy behind SPG’s new wholesale division.

Discover details on Insurance Journal’s upcoming summits here:

https://insuringcannabissummit.com/

https://riskyfuture.com/

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At the WSIA Annual Marketplace in San Diego, Peter van Aartrijk, host of the On Point podcast by Insurance Journal, interviews Mary Rimbey, VP of Wholesale National Distribution at Cardinal E&S. They explore why AI is an efficiency tool rather than a threat, how broker-underwriter relationships remain the backbone of the industry, and where opportunities are thriving. Mary also shares the strategy behind CNA’s launch of Cardinal E&S℠, emphasizing creative solutions and dedicated growth.

Discover details on Insurance Journal’s upcoming summits here:

https://insuringcannabissummit.com/

https://riskyfuture.com/

The post WSIA Annual Marketplace: Peter van Aartrijk Interviews Mary Rimbey, Cardinal E&S appeared first on Insurance Journal TV.

On this installment we visit with the HR pro who oversees a team fielding tens of thousands of job applications each year at Progressive. Neil Lenane joined the carrier 35 years ago. His love of coaching sports got him interested in a career in human resources. “Leadership carries over to sports and HR. You’re recruiting that talent, onboarding, coaching, developing, and rewarding and recognizing that talent.” Technology is changing the entire notion of work, Neil says: “Not just what I do, but where I work and when I work. You might come in on a limited-time basis and contribute 20 hours on a particular project. The gig economy will become more real.” Neil attributes Progressive’s growth to following a “clearly defined set of core values that goes all the way back to the 1970s.” The five values include messaging like, “We value and respect our differences, act with kindness and caring, and treat others as they want to be treated.” Neil says his associates approach business problems with the question: ‘What would our core values expect us to do?’” You’ll enjoy listening to his take on how people should compete for jobs. His personal mantra: “Risk, learn, grow.”

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