Insurance Intelligence Podcast

J.D. Power
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Insurance Intelligence is a monthly podcast that dives into the insurance customer experience. Join J.D. Power industry experts Stephen Crewdson, Craig Martin, Mark Garett and host Michael Vermillion for conversations that highlight our latest insurance customer data and news effecting the industry.

  1. JAN 15 ·  BONUS

    BONUS: AI + Insurance with SageSure

    In this bonus AI + Insurance podcast episode, host Michael Vermillion sits down with two leaders at the forefront of CAT innovation: Terry McLean, co-founder and ceo of SageSure, and Paul VanderMarck, chief technology and innovation officer at SageSure. Together, Terry and Paul explore how climate volatility, inflation and reinsurance pressures are reshaping catastrophe-exposed markets, and why this moment requires a new level of sophistication in modeling, pricing and portfolio strategy.

    27 min

  2. 12/22/2025

    Insurance Insights: 2025 Review & 2026 Outlook | Ep 21

    In this episode, hosted by Scott Quarderer, we are joined by Steve Crewdson, Craig Martin, and Tony Soloman from J.D. Power to take a look back at key trends we saw in the insurance industry in 2025 and make predictions about what that might mean for customers in 2026.

    22 min

  3. 12/16/2025 ·  BONUS

    BONUS: AI + Insurance with Justin Moreno of PMA Group

    In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Justin Moreno, founder and chief consultant for marketing transformation at PMA Group, joins us to explore how AI-driven search is reshaping the way customers discover, evaluate, and ultimately choose insurance brands. Justin breaks down zero-click journeys, AI-generated answers, emerging authority signals, and the new content strategies required to stay visible. Justin also shares what senior marketing leaders must do now to remain relevant and competitive as AI becomes the primary gateway to consumer decision-making.

    28 min

  4. 12/15/2025 ·  BONUS

    BONUS: AI + Insurance with Henna Karna of NeuroVitals

    In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Henna Karna—co-founder and chief product & AI officer at NeuroVitals, senior fellow at Harvard and a former Google executive—joins us to explore how AI will reshape organizations, leadership, and human potential. From learning enterprises and building “AI muscle memory” to decoding human behavior, Henna offers a visionary yet practical perspective on creating resilient, purpose-driven organizations that thrive in an AI-powered world.

    37 min

  5. 11/19/2025

    Key Takeaways from the Insurance Claims Event | Ep 20

    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

    30 min

  6. 11/17/2025 ·  BONUS

    BONUS: AI + Insurance with Meghan Anzelc of Aon

    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.

    20 min

  7. 10/29/2025

    Powering Growth: Strategic Role of Distribution Partners | Ep 19

    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!

    22 min

  8. 09/22/2025

    Consumers Weigh In on AI in Insurance | Ep 18

    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!

    20 min
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About

Insurance Intelligence is a monthly podcast that dives into the insurance customer experience. Join J.D. Power industry experts Stephen Crewdson, Craig Martin, Mark Garett and host Michael Vermillion for conversations that highlight our latest insurance customer data and news effecting the industry.

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