Leadership & Strategy
Viewpoint: What U.S. Insurers Should Learn From the EU AI Act
On August 2, the EU AI Act took effect. For the first time, new rules for both providers and deployers of AI systems are operating under a single risk-based framework. It imposes stricter ...
Help Me Understand: How Insurers Build Trust
The data is clear: Overall customer satisfaction—and customer trust levels—rise when U.S. auto and home insurance customers have confidence that they understand their policies. But more than 40% ...
How Leading Voices Can Help Claims Organizations Leap Ahead
What would happen if we assembled the best ideas from four leading experts in negotiation and human decision-making and integrated them into our claims processes? That question sits behind the next ...
Building Trusted Insurance Brands: Less ‘Gotcha’ at Farmers
Less "gotcha." More "we got you." Whether it's the new website banner, a chorus dressed in light pink singing a jingle on TV commercials, or popups in the middle of articles about insurance (I get a ...
Another Perspective: Shaking Hands and Teaching Trust at Reinsurance Broker Holborn
When the chief executive officer of reinsurance broker Holborn read a recent article in Carrier Management introducing a series of articles on trust in insurance, it struck a chord with the leader. ...
Examining Trust: It’s Not All About the Lawyers
According to a recent Wall Street Journal analysis, personal auto insurance policyholders have a "near-flip-of-a-coin" chance of being paid on liability claims and medical claims. Ouch. Just about a ...
Study Suggests Leaderless Groups May Have an Edge
Do organizations perform better under a single leader or when individuals organize themselves? A new honeybee-inspired study published in the journal PNAS suggests that while both approaches can ...
Redesigning Insurance Processes for Agentic AI: Governance From the Start
When we discuss agentic AI, our conversations often steer toward anticipated efficiency benefits and cost savings, or to its risks and suitability for particular insurance use cases. But we consider ...