Robin Roberson, Author at Insurance Thought Leadership



Robin Roberson

Robin Roberson

Robin Roberson is the managing director of North America for Claim Central, a pioneer in claims fulfillment technology with an open two-sided ecosystem. As previous CEO and co-founder of WeGoLook, she grew the business to over 45,000 global independent contractors.

Recent Articles by Robin Roberson

Gateway to Claims Transformation

The words “platform” and “ecosystem” are trending and in danger of becoming overused and losing their true meaning, but when used in the proper context they are powerful and highly relevant. The insurance claims management process is a perfect use case for just how critical these structures can be in achieving transformation. And my latest […]

How CCPA Will—and Won’t—Hit Insurance

When the New Year arrives, so, too, will a new standard for privacy. The California Consumer Privacy Act—and its recent amendments and draft regulations—will soon govern how entities around the world are allowed to collect and process data. Although CCPA is limited to the data of California residents, the ultimate impact is much greater than […]

CCPA: First of Many Painful Privacy Laws

The California Consumer Privacy Act (CCPA), which becomes law on New Year’s Day, is to this point the most important and influential piece of privacy legislation in the U.S. It’s designed to protect the privacy of consumers, and its effects far exceed the borders of the nation’s largest state—and the country, for that matter—by dictating […]

Tokenization: Key to Cyber Insurance

Despite the troubling persistence of cybercrime, many organizations are not doing everything they can to protect themselves from the serious threat of data breaches and other cyberattacks. A Spiceworks survey of 581 IT professionals showed that 62% of organizations did not have cyber insurance policies. This can be attributed to a slew of reasons, but […]

New Approach to Natural Disasters

When losses occur during natural disasters, carriers in the $4.5 trillion insurance market understand that — in addition to safety — at the top of policyholders’ minds is how they are going to recover, and how fast. It is at these times that carriers must respond quickly and efficiently to make their policyholders whole again […]

A Scalable Workforce for Natural Disasters

According to a recently published white paper, insurance carriers can best deal with natural disasters by leveraging an on-demand model that gives them immediate access to an affordable and scalable workforce. By using workers in the field only when they need them, carriers can control costs while quickly and effectively meeting the needs of policyholders. […]

Disruptive Trends in Claims Cycle (Part 2)

A few weeks ago, in part one of this two part series, we discussed three trends that are disrupting the insurance claims cycle: the use of sensors, catastrophe support, and decreasing claims volumes. Indeed, these trends are drastically affecting the insurance industry, but there’s more. Investment in insurance technology has reached $3.4 billion since 2010. […]

Disruptive Trends in Claims Cycle (Part 1)

As technology advances, the insurance business is witnessing an important and unprecedented disruption. Policyholders expect carriers to handle claims faster, better and more efficiently than ever before. Because of this, nearly all (89%) of insurance companies expect to compete on customer experience, versus only 36% four years ago. These changes are spurring unprecedented levels of innovation […]

Sharing Economy: Playing Out in Canada

According to a new study from the Insurance Institute of Canada (IIC), the sharing economy presents both an opportunity and a threat to the insurance industry. In the U.S., the sharing economy has already created 17 companies valued at $1 billion or more, including Uber and Airbnb. Some 27% of the U.S. population participate in […]

Drones + Gig Economy = Win for Insurance

It is projected that, by the year 2020, there will be 7 million drones in the U.S. alone. Most consumers buy drones for recreational use, but businesses have begun to use drones, as well. Drones are used by photographers to obtain better camera angles, by farmers for crop surveillance and by media outlets for coverage […]

3 Technology Trends Worth Watching

At a time when many insurers believe that 20% of their business could be soon lost to insurtech startups and when roughly one third of insurance industry CIOs said that, if given an extra $5 million to spend, they would spend it on big data or increased data collection, understanding technology trends is critical to gaining […]

3 Ways to Leverage Digital Innovation

Technological innovation has the potential to change any industry for the better, and major technological developments in the last decade or so are creating exciting opportunities in insurance. Here are some of the top ways that insurance can leverage digital technological innovation. 1. Advanced Data Collection From wearable technology, to devices you can put in […]

The Failures and Successes of Insurtech

In the past 10 to 15 years, insurance technology, or insurtech, has been taking the world by storm. In fact, in 2016, VC investment in insurtech exceeded $1 billion. The rise of insurtech is largely due to the ever-increasing use of mobile devices and the need for quick, simple and safe insurance solutions that mobile […]

Opportunities in the Sharing Economy

Companies such as Uber, WeGoLook, and Airbnb are taking the sharing economy to the next level by allowing people to earn money from assets they already own, and the spare time that they have. In fact, Airbnb, the short-term property rental company, saw sales of $900 million in 2015. Airbnb was also valued at an […]

5 Insurtech Trends for the Rest of 2017

Interest in insurtech grew substantially during 2016. Many traditional insurance companies have been hampered by legacy IT systems and regulatory transformation programs which means there have been limited funds to invest in innovation. This has left the industry somewhat behind others in the financial services sector, making the industry ripe for disruption. – KPMG – […]

Why Insurers Need to Become Nimble

The insurance industry is currently going through an incredible amount of change. This is largely because developments in insurtech are making insurance solutions faster, better and more effective than ever. In the first quarter of 2016 alone, more than $650 million of funding was given to insurtech companies. The result of insurtech progression is that insurance […]

IoT’s Implications for Insurance Carriers

The Internet of Things can assist the insurance industry significantly because this industry thrives on data, and the IoT offers brand new, high volumes of data to work with. For example, Liberty Mutual is now offering connected smoke alarms to home insurance policyholders. Because these devices are connected to the internet, they can send alerts […]

How Agents Can Tap the Gig Economy

As the on-demand workforce continues to grow — reaching 55 million freelancers in the U.S. in 2016 — insurers are tapping into the so-called gig economy. It’s only logical that agents should follow suit. There are processes within every agency that can be adapted to the gig economy, where the agent can save money and […]

An Overview of VC Investment in Insurtech

Significant numbers of insurance startups are emerging in the market today, and many are providing brilliant tech-based solutions. Insurtech startups have shown so much promise that venture capital firms are starting to invest heavily in them. In fact, between 2011 and 2017, VC funding for insurtech companies grew 31% annually. Between Series B and Series […]

Is Insurance Having an Uber Moment?

Because of today’s technology, any person who has special knowledge of a service or product, or is willing to learn, can go into business as a freelancer. These people can not only be found by potential employers but can fit into their work flow. The result has been an on-demand work force, exemplified by the Uber […]

How to Leverage On-Demand Labor

The on-demand labor force is growing substantially and has every reason to continue to do so. Just look at these results from a survey completed in June 2016 by Burson-Marsteller, The Aspen Institute and TIME, which measured responses from 3,000 on-demand workers: More than 45 million Americans have worked in the on-demand economy – accounting for […]

Can Insurance Be Made Affordable?

PwC predicts that the sharing economy will grow from a $15 billion-a-year industry in 2014 to more than $300 billion in 2025. Now that’s growth! Although the term “sharing economy” can be elusive, the common denominator is an on-demand workforce that leverages underused assets. That on-demand workforce is made up of freelancers, gig workers, temporary staff, […]

How Virtual Reality Reimagines Data

Truly remarkable technology causes us to wonder what we ever did without it. Can you imagine life without your smartphone? What about life without the internet? As pervasive as technology has become in our culture, we still have a tension with it. Our attempts to connect with the virtual world have come a long way, but […]

Will Startups Win 20% of Business?

Headlines about the insurtech disruption are split between issues like improvement to the customer experience and how traditional carriers expect to be affected. The situation is reminiscent of the days when Wal-Mart announced that a store was coming to a small town, and local retailers began screaming that the sky was falling. We keep a close eye […]

Mobile Ends Need for Usual Inspections

As I write this article, I hear the lilting melody of Alicia Keys’ tribute to New York City: “Hail a gypsy cab, take me down from Harlem to the Brooklyn Bri-i-i-i-idge…” Can you hear it? There are just certain things that jump to our minds when we think of New York. I think of hot […]

Headaches Caused by Sharing Economy

The sharing economy, which is made up of consumers and businesses who provide on-demand services, faces particular challenges when it comes to insuring their risk while conducting business. Simply put, the sharing economy and the short-term exchange of assets for a fee has created headaches for insurers. Think of the early days of Uber and […]

I’m a Retired Professional…

The insurance industry is a massive market composed of many professionals with various backgrounds. When consumers consider insurance professionals, they typically think about either the sales or claims end of the business, but there’s so much more. Generally, national property and casualty insurance carriers are made up of many different departments that ultimately support the sales […]

On-Demand Workers: the Implications

According to a report published by Edelman Berland, an independent research firm that conducted a study on behalf of the Freelancers Union and Upwork, the number of on-demand workers (who earn a living by performing tasks on an ad hoc basis) continues to grow year after year. Some of the most interesting findings in the […]

Is Ownership a Thing of the Past?

Ask a millennial who has just bought a car, “How much did you pay for it?” and the typical answer would be something like, “about $300 a month.” The same scenario will play out with other purchases such as a home, an expensive computer and virtually any other big-ticket consumer purchase. There is nothing wrong […]

How the Customer Experience Is Shifting

“Companies that offer consistently best-in-class customer experiences tend to grow faster and more profitably” – McKinsey If you’ve been in the insurance business for any length of time, no one has to tell you that times are changing. Thanks to the ever-increasing popularity of the sharing economy, consumers are re-thinking the traditional agent-policyholder relationship. Any […]

How to Embrace Workforce Flexibility

Because of the economic crash in 2007, many people were left scrambling for work, any work. Those who were determined, but still came up short, looked inward to their skill sets and assets to find relief. The answer quickly became obvious; what is now referred to as the flexible workforce or sharing economy, is made […]

A New Way of Thinking on Assets

“When it comes to assets, a growing number of people are increasingly satisfied with having access to these assets, rather than owning them.” — There is no doubt that the hot topic for 2017 and beyond will be the growth of the so-called sharing economy. The reason for this growth is simple: Instead of […]

Insurtech vs. Legacy Insurance Carriers

Combining the resources of one of the world’s largest TPA firms with one of the world’s largest sharing economy platforms will result in true innovation within the insurance industry during a time when most carriers continue to operate in a legacy manner. – Forbes, December 8, 2016 The writer was describing the announcement last week […]

What Implications From Car Sharing?

Although ride sharing and home sharing are the mainstays of the sharing economy, a new field is rapidly presenting challenges and opportunities. This is the rise of car sharing. Car sharing refers to an online marketplace where travelers can connect with a community of local car owners and rent any car they want, wherever they […]

The Implications of Home-Sharing

You don’t have to look hard to find a wealth of headlines about the latest trend in travel. “Home sharing has real benefits for retirees” – MarketWatch – Oct. 17, 2016 “New study claims Airbnb is good for Vancouver’s economy” – Global News – Nov. 1, 2016 “Airbnb boosts rural Irish economy by €74m in […]

The Sharing Economy and Accountability

OK, guys, London’s black cabs are officially an endangered species. Not just yet, but, considering that Uber is gaining ground every day, this is going to happen at some point. And it’s not just Uber that’s making traditional service industries nervous. Airbnb has surpassed the largest hotel chain in the world in terms of total rooms available. […]

The Uberization of Insurance

Our nomination for word of the year is, by far, “uberization.” This term is used to describe the growing deluge of companies that offer on-demand services from cars to homes to labor, and much more. Many commentators view this economic transformation as a revolution that will see our entire economy shift from one of consumption, […]

Sharing Economy: The Concept of Trust

Trust is an abstract concept that gets thrown around a lot these days. But trust is increasingly factoring into our lives, particularly in the world of online marketplaces, which are everywhere these days. These peer-to-peer exchanges, often referred to overall as the sharing economy, are great for consumers. These sharing platforms are how people and businesses […]

What to Learn From Sharing Economy

One thing I learned early on in my tenure as CEO of WeGoLook is that if I wanted to improve the productivity and profitability of my team and business, then I needed to take a closer look at the principles of the sharing economy. How did Uber generate a $60 billion valuation while owning zero […]

The Sharing Economy and Auto Insurance

Carpoolers and hitchhikers were the original ridesharers. Now, ridesharing has become much more sophisticated. Riders and drivers can now be partnered through smartphone applications, which is changing how we think about insurance and liability. The promise of the sharing economy, people making money from things they already own, is a noble one. Especially during tough […]

9 Impressive Facts on Sharing Economy

I am so excited to participate in the InsureTech Connect 2016 Conference taking place in Las Vegas this week. If you haven’t picked up your tickets yet, do so. It’s going to be a blast! I am also honored to be speaking at the conference, alongside amazing entrepreneurs like Jacob Brody of Helpful Networks, Isaac […]

Gig Economy: 5 Benefits of Outsourcing

The gig economy has taken the world by storm, with more than 45 million Americans participating in it in some fashion. By 2020, one study estimates 40% of America’s workforce will be self-employed through either contract work or freelancing of some sort. Previously, the biggest challenge for self-employed Americans was discovering new mediums to find work. No […]

Gig Economy: Newest Tool for Insurance

Why is this taking so long?! The challenge I hear echoed throughout the insurance industry is, “How do we speed up the claims process for customers?” Insurance companies often face the brunt of the frustrations from stressed-out customers regarding delays with their claims. As we all know, processing those claims takes time and patience to gather […]

What Gig Economy Means for FinTech

Earlier, I discussed the implications of the gig economy on the insurance industry. We concluded that the existence of “crowdworkers” in the gig economy creates four main opportunities for insurers: a faster flow of information, claim process efficiencies, information customization and cost efficiencies. We at WeGoLook believe all industries must take notice of the disruptive […]

What Gig Economy Means for Insurers

I consider myself extremely lucky. I have a front row seat to a monumental shift in consumer behavior, which translates into important opportunities, and risks, for traditional insurance providers. I don’t plan on sitting back and watching the show from a distance, I’m getting involved. Although for the record, I am not a good actor. Maybe […]

‘Gig Economy’ Comes to Claims Handling

Why is this taking so long?! The challenge I hear echoed throughout the insurance industry is, “How do we speed up the claims process for customers?” Insurance companies often bear the brunt of frustrations from customers stressed out about delays. As we all know, processing claims takes time and patience to gather information, details, photographs and […]

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