Insurance Unplugged with Lisa Wardlaw

Lisa Wardlaw

"Insurance Unplugged," offers a candid look behind the scenes of the insurance industry. Host Lisa Wardlaw brings a wealth of experience from numerous C-suite roles, including CFO, COO, CSO, and Chief Digital Officer within the insurance sector. She interviews C-suite guests about the real #nohype practical matters in insurance from applying AI to cutting through the fog on developing trends for the insurance industry at large.

  1. Oct 14

    Better is not Different with Greg Purdy

    SummaryIn this episode, Greg Purdy from Rival Insurance Technology joins Lisa Wardlaw to discuss how the insurance industry can leverage AI and modern architecture to transform operations, rethink workflows, and create a more adaptive, risk-aware future.Keywordsinsurance technology, AI in insurance, industry transformation, modern insurance architecture, risk management, digital insurance, insurance innovationKey TopicsThe evolution of insurance technology over 35 yearsThe impact of AI on insurance economics and workflowsThe importance of asking 'why' to challenge old modelsDesigning flexible, scalable insurance architecturesThe concept of persistent insurance and real-time risk monitoringThe risks of misusing AI and building inflexible systemsStrategies for migrating legacy systems during acquisitionsSound Bites"Let the content dictate the format.""We've really tried to go back and look at how things have evolved.""The underlying economics of operating a brokerage no longer work."Chapters 00:00 Introduction and Greg Purdy's background02:13 The evolution of insurance technology over 35 years05:08 AI's role in transforming insurance economics07:14 The importance of asking 'why' in innovation11:16 Moving beyond paper workflows to AI-driven processes16:24 Designing adaptable, future-proof systems20:44 The concept of persistent insurance and real-time risk monitoring25:07 Reevaluating traditional workflows and task management30:08 Implications for acquisitions and system migrations36:43 The future of insurance and industry transformation

  2. Oct 7

    Kill The Workflow - Why Are Brokers Still Operating Like Human APIs?

    SummaryIn this episode, industry veterans Natalie and Bob discuss how AI and system orchestration can revolutionize insurance broker workflows, eliminate inefficiencies, and empower brokers to focus on client relationships and strategic growth.Keywordsinsurance, AI, broker workflows, system orchestration, efficiency, digital transformation, insurance technology, risk management, automation, innovationKey TopicsThe analogy of brokers as APIs and middleware in insurance systemsHow AI can eliminate repetitive manual tasksThe importance of redesigning workflows for true efficiencyChallenges in adopting new technology and trust issuesThe role of risk professionals in a digitally orchestrated environmentThe concept of cognitive deloading and real-time data understandingStrategies for successful change management and trust buildingThe future of broker capacity and strategic focusSoundbites"A broker is like a human API between systems""Manual data transposition erodes broker effectiveness""Success is enabling brokers to realize their potential"Chapters00:00 Introduction to AI's potential in insurance workflows01:52 The analogy of brokers as APIs and middleware03:56 Decades of experience and industry inflection points06:09 The challenge of legacy systems and data transfer08:49 Human effort versus customer value in tasks12:12 Rethinking incremental improvements in workflows12:54 Getting off the treadmill: focusing on effectiveness15:59 Redesigning workflows for true automation17:12 Overcoming trust hurdles in new technology adoption19:53 Orchestration versus automation and risk management23:06 The role of AI as sentinel and decision support26:10 Building a system that understands the entire book of business29:59 Cognitive deloading and effortless client experience32:58 The broker's new role in a reimagined insurance landscape35:58 Success metrics: empowering brokers and protecting independence40:06 Change management and trust in AI-driven processes43:59 Personal experience with AI and system integration45:09 Final thoughts and future outlook

  3. Sep 30

    If AI Works, What Happens to the People

    SummaryIn this episode, industry experts from Rival Insurance Technology explore the evolving role of AI in insurance, focusing on workforce transformation, client service, and operational redesign. They discuss how to foster a human-centric approach amidst rapid technological change and the importance of rethinking risk and oversight frameworks. KeywordsAI in insurance, workforce transformation, client service, operational redesign, human in the loop, risk management, organizational change, AI ethics, insurance industry innovation Key  TopicsImpact of AI on insurance workforce and rolesStrategies for fostering a human-centric AI cultureDecoupling tasks for automation and human involvementRedesigning risk and oversight frameworks for AITraining and upskilling in an AI-enabled environmentClient service evolution with AI and automationBuilding trust and managing human-AI interactionOrganizational change management in insurance Guest  NamesEllen Quinn, Kristy Gray, Abdallah MoudarresSoundbites"Humans must have the authority to override AI when necessary.""The recovery conversation is where trust is rebuilt after a failure.""Embrace change and move quickly with AI advancements." Chapters00:00 Introduction to AI's impact on insurance and guest introductions04:02 Cognitive deloading and human moments in service08:00 Building a culture of curiosity and trust around AI09:51 Designing roles and tasks for AI integration12:08 The importance of problem-solving and humanities in insurance14:01 Decoupling tasks and rethinking operational workflows15:47 Encouraging experimentation and embracing change18:08 Identifying which tasks belong to humans versus machines19:58 Redesigning workflows to eliminate unnecessary friction22:01 Managing cognitive load and avoiding fatigue in automation23:55 Balancing automation with human touch in client service25:46 Training and developing judgment skills in an AI world28:05 Ensuring human oversight and meaningful human in the loop30:04 Reimagining risk and control frameworks for AI32:11 The future role of humans in an AI-augmented insurance industry34:06 Debating human oversight and decision-making in AI36:05 Performance management and KPIs in an AI-driven environment38:07 The importance of trust, transparency, and apology in service40:03 The role of continuous learning and adaptation in AI integration41:56 Final thoughts on embracing change and human-AI collaboration guest linksLinkedIn - https://linkedin.com/in/ellenquinnLinkedIn - https://linkedin.com/in/kristygrayLinkedIn - https://linkedin.com/in/abdallahmoudarres

  4. Sep 23

    The Quote Is Not the Product with John Higginson

    SummaryIn this episode, Lisa Wardlaw interviews John Higginson, Rival Insurance Technology, about the future of insurance technology, focusing on AI integration, system architecture, and real-time data. They explore how foundational systems can evolve to support smarter, more efficient insurance processes and decision-making. Keywordsinsurance technology, AI in insurance, system architecture, real-time data, insurance innovation, digital transformation, insurance rating, AI decision-making, insurance systems, data integration Key  TopicsThe evolution of insurance technology from antiquated systems to real-time, AI-driven platformsArchitectural requirements for enterprise-scale AI in insurance systemsThe importance of system plumbing and APIs for AI integrationHow rating processes can become continuous and dynamicThe concept of hybrid systems combining old and new technologiesThe significance of auditability, traceability, and trust in AI systemsDecision-making boundaries for AI versus humans in insuranceThe impact of emergent risks and real-time data on insurance pricing and coverageThe need to break down silos and foster data exchange in insurance industryThe importance of foundational architecture over superficial AI marketing Sound Bites"Rating should be continuous, not a set of discrete tasks""Insurance is a vital economic pillar of society""Stop building silos, embrace data exchange" Chapters00:00 - Introduction to insurance technology and AI04:00 - Historical context of insurance tech and data05:59 - The importance of system architecture for AI07:51 - Data security, completeness, and system design09:59 - Systems as plumbing, not just UI11:50 - APIs and system-to-system communication13:52 - Hybrid systems and load management16:04 - AI's role in automating insurance tasks17:47 - End-to-end traceability and auditability19:59 - Building trust in AI systems22:00 - Rating and real-time data updates23:54 - Emergent risks and dynamic pricing25:59 - Regulatory considerations and AI adoption28:08 - The macroeconomic role of insurance and AI29:52 - Future opportunities for real-time insurance32:01 - Strategic advice for insurance executives33:59 - The importance of breaking silos in insurance35:57 Rapid fire: AI decision boundaries38:06 The art of human-AI collaboration in insurance40:04 Final thoughts and key takeaways

  5. Mar 25

    In the Hot Seat with Jay Gopalakrishnan

    In this episode of Insurance Unplugged, Lisa Wardlaw interviews Jay Gopalakrishnan, CEO of Knowi, discussing the transformative impact of AI on data analytics and distribution. They explore the importance of decentralized data, the unique capabilities of AI-driven analytics, and the future of business intelligence. Jay shares insights on how Noe's platform enables real-time insights without the need for data centralization, revolutionizing the way businesses interact with their data. The conversation emphasizes the need for companies to adapt to emerging technologies and the role of AI agents in shaping the future of analytics. Takeaways ​Decentralized data is critical for real-time analytics.​AI-driven analytics provide unique insights compared to traditional methods.​The future of analytics lies in personalized AI agents.​Companies must adapt to emerging technologies to stay relevant.​Data should remain in its natural state for optimal use.​AI can enhance the accuracy of data-driven decisions.​Real-time insights can significantly impact business outcomes.​The integration of AI with existing workflows is essential.​Future analytics will require collaboration between various technologies.​Understanding the evolution of data management is crucial for businesses.​Revolutionizing Analytics with AI​Decentralized Data: The Future of Business Intelligence​AI-Driven Insights: Transforming Decision Making​"Decentralized data is the future of analytics."​"AI-driven analytics can change the game."​"We are at an interesting conjecture with AI."​"You can talk to your data, not just a report."​"The future is about personalized AI agents."​"The future of analytics is decentralized."​"Data should be in its natural state." Sound BitesChapters 00:00Introduction to AI and Distribution 02:51The Importance of Decentralized Data 05:51AI-Driven Analytics: A New Paradigm 08:48Transforming Reporting with AI 12:02Future of AI in Business 15:08Decentralized Architecture Explained 18:05The Role of AI Agents 21:07The Future of Analytics 23:45Call to Action for Businesses

  6. 09/03/2025

    In the Hot Seat with Akshay Kolte

    Show Notes

  7. 08/27/2025

    In the Hot Seat with Brittany Clements

    Summary: In this episode of Insurance Unplugged, host Lisa Wardlaw interviews Brittany Clements, Managing Director at American Family Ventures. They discuss the current state of the insurance market, particularly focusing on insurtech, life, and annuity sectors. Brittany shares insights on market trends, the importance of diversity in funding, and the dynamics of startup teams. The conversation emphasizes the need for innovation in life and annuity, the significance of strong founder teams, and the ongoing challenges in securing funding for diverse entrepreneurs. Brittany also provides actionable advice for founders and highlights the importance of measured growth in startups. Takeaways: Brittany Clements leads American Family Ventures, focusing on insurtech innovation. The venture capital market is showing positive signs, especially in exits. Life and annuity sectors are often overlooked in funding opportunities. Diverse teams in startups tend to outperform their counterparts. Founders need a balance of selling and building skills. Unit economics are crucial for sustainable business growth. AI tools are often overhyped and can be easily replaced. Investing in life and annuity can yield significant market opportunities. Startups should focus on measured growth rather than growth at all costs. Diversity in funding is still a significant gap in the industry. Sound Bites: "It's been fast and slow." "Diverse teams outperform." "Stop with all the meetings." Keywords: insurance, venture capital, insurtech, life insurance, annuities, diversity, funding, market trends, startup advice, Brittany Clements

  8. 07/16/2025

    In the Hot Seat with Steven Abel

    In this episode of Insurance Unplugged, host Lisa Wardlaw and guest Steve Abel discuss the challenges and evolution of Software as a Service (SaaS) in the business landscape. They explore the symptoms of SaaS sprawl, the importance of data management, and the need for business leaders to trust their instincts when making technology decisions. The conversation also highlights the shift from traditional consulting to co-building solutions, emphasizing the value of collaboration between business and technology professionals. Steve shares insights on reclaiming the P&L in technology investments and the future of curated solutions versus custom solutions. Takeaways SaaS is facing significant challenges and may be considered broken. The importance of understanding the right amount of SaaS for business needs. Data management is critical in leveraging SaaS solutions effectively. Business leaders should recognize symptoms of SaaS sprawl and prescription fatigue. Trusting instincts is essential for making informed technology decisions. The shift from consulting to co-building solutions is transforming the industry. Reclaiming the P&L is crucial for assessing technology investments. Curated solutions can be more effective than custom solutions. Collaboration between business and technology professionals is key to success. The future of technology in business lies in understanding and solving specific problems. Sound Bites "SaaS is broken or SaaS is dying." "Don't give it away." "You can swap them out." "Why are we spending this much money?" "Pay attention to your instincts." "You seem like you do technology." "Ask the hard questions." "Trust your impressive instincts." Chapters 00:00 Introduction to SaaS Challenges 03:09 The Evolution of SaaS and Its Impact 05:46 Identifying SaaS Sprawl and Its Symptoms 08:54 The Role of Data in SaaS Solutions 11:58 Recognizing Prescription Fatigue in Technology 15:04 The Importance of Instincts in Technology Decisions 18:00 The Shift from Consulting to Co-Building 21:05 Reclaiming the P&L in Technology Investments 24:08 Curated Solutions vs. Custom Solutions 27:11 The Future of Technology in Business 30:06 Call to Action for Business Leaders

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About

"Insurance Unplugged," offers a candid look behind the scenes of the insurance industry. Host Lisa Wardlaw brings a wealth of experience from numerous C-suite roles, including CFO, COO, CSO, and Chief Digital Officer within the insurance sector. She interviews C-suite guests about the real #nohype practical matters in insurance from applying AI to cutting through the fog on developing trends for the insurance industry at large.

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