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AI + Data Is a Force Multiplier in P&C

The power of machine learning is amplified by the growing market of third-party data available to train and refresh models.

An artist’s illustration of artificial intelligence (AI). This image depicts how AI could be used in the field of sustainability from biodiversity to climate.

Data-driven decision-making has long been the goal of P&C commercial lines carriers. There has never been a shortage of data within a carrier’s own walls, and decades ago some sought to create a competitive advantage through the use of predictive models. However, it was a considerable challenge to amass and normalize enough structured data to train a model. The handoffs to run and use a model were manual. And keeping the model current—by retraining it with newer data—ran into the same challenges.

Despite these early hurdles, carriers saw the value of using models to evaluate risks and identify the new business submissions in the queue with a higher probability of winning. Risk analysis models eliminated discretion in comparing exposures with target account guidelines. Predictive reserving models avoided being solely reliant on each claims adjuster’s experience to recognize the losses that looked simple at intake but carried all the hallmarks of a complex and costly claim.

See also: Why AI Is a Game Changer

An Inside Look at AI in Commercial Lines Carriers

Resource Pro Insights’ newly released research, “Artificial Intelligence in P&C Commercial Lines: Carrier Plans, Perceptions and Potential for High-Value Use Cases,” offers a comprehensive look at AI within commercial lines carriers today.

We include robotics process automation (RPA) in our AI research. While not everyone considers this an AI technology, RPA has proven itself to be an effective, adjacent-to-AI solution for carriers to automate repetitive actions. Our research reveals that RPA is well-embedded within commercial lines, with most carriers being in the investment phase of planning, piloting or running in production.

AI solutions are helping commercial lines carriers realize new value across the insurance lifecycle, with even more potential in the future. For example, conversational AI allows insurance carriers to offer self-service and personalized product education, enhancing customer experience. The value of RPA for billing is on the rise, to achieve both precision and speed in producing invoices and booking receivables, functions that can span multiple, disconnected systems. Advances in voice systems that include multilingual natural language processing are removing friction in policy servicing interactions. Image recognition and computer vision are giving carriers the ability to expand the scope and geographic reach of their loss prevention services.  

Machine learning in the insurance industry plays a key role in helping carriers make data-driven decisions. More than 75% of carriers have plans or pilots or will be using it in production this year. The power of machine learning is amplified by the growing market of third-party data available to train and refresh models. Within underwriting and risk management, these third-party sources enable carriers to automatically augment risk profiles and verify submitted data -- for example, SIC/NAICS codes. Machine learning can score each risk, apply more refined straight-through-processing rules and triage underwriting referrals based on a model prediction of those most likely to bind.

The value carriers believe AI can offer in the commercial lines submission process is noticeably higher this year than last. New business applications and policy change requests contain unstructured and structured data in a seemingly infinite array of formats. Machine learning is able to normalize submission data and validate or augment using third-party sources. What could have taken days can now occur in minutes.

Commercial carriers also see value in using AI for predictive claim reserving, an area claims organizations have been modeling for years. The earliest efforts by carriers had their data scientists creating models that were manually run after each new claim was registered. Now there are solutions with models based on both internal and external data. Some not only automate predictive reserving for each new claim but also run throughout the life of a claim, triggered by changes to the loss information.

The expected value of AI for commercial claims fraud monitoring and detection is lower than last year, but still high overall. Carriers appreciate that AI can automate a more thorough approach to continuously monitor open claim files for potential fraud. Many available external data sources play an essential role in offering carriers a nationwide lens on the bad actors and other warning signs.

Learn more about the current state of AI for property and casualty commercial lines carriers by reading our new research report, “Artificial Intelligence in P&C Commercial Lines: Carrier Plans, Perceptions and Potential for High-Value Use Cases.” 


Meredith Barnes-Cook

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Meredith Barnes-Cook

Meredith Barnes-Cook is a partner at ReSource Pro Consulting.

She leads a growing consulting practice with a focus on carrier advisory services, leveraging decades of industry knowledge, digital expertise, change management and entrepreneurial spirit to help insurers navigate the ever-evolving landscape of the insurance industry.

The ABCs of Agency Planning for 2024

Evolving market conditions are changing the way agencies forecast and succeed. Here are five tips for the coming year.

Two people with laptops talking and drinking out of mugs

Quick question: What’s the most important thing you can do to ensure a successful 2024 for your agency?

The answer: Finish out 2023 as strongly as possible.

After all, you can’t set a course for a prosperous future without knowing where you’ve been. And chances are, if you weathered the hard market and all its many challenges this year, you will carry plenty of momentum into the next year and beyond.

How can you plot a course for growth? Let’s review a few key considerations of annual agency planning and reveal a few tips that agents can use to drive their efficiency and profitability.

Where (and When) to Begin

If you haven’t yet started your 2024 agency planning, you should do so as soon as possible. The first step is to calculate your anticipated year-end results.. 

If your analysis reveals you might end 2023 short of your financial goals, you can still take steps to close the gap. Look to capture any potential revenue. Consider whether you could hit a quarterly incentive target or accomplish a business goal that could trigger additional guaranteed payments.

Additionally, look at your profit-sharing agreements. Is there a lock-in for achieving a specific sales target or a certain number of policies that you can still attain? Or can you start placing business with a carrier now so you can boost your profit-sharing potential and even lower your loss ratio? Another wise idea: See if you can reduce reserves on some of your larger claims to improve your year-end payout potential. Remember, the stronger you finish out 2023, the bigger head start you’ll have on driving 2024 results.

See also: 5 Must-Haves in Agency Management Systems

Five Must-Haves for Planning Success

Once you have your year-end ’23 plan set, it’s time to dive into 2024 planning. Consider the following five essential elements:

1. Know your carriers’ expectations. Before setting your own agency goals, you need to know what your carrier partners plan to accomplish in the coming year. Some carriers are looking to grow in 2024, but others are taking a different approach in response to the hard market. If your key objective is agency growth but your five most trusted carrier partners aren’t in growth mode, you’ll have to adjust your goals to match what’s feasible for your agency.

2. Decide what you’ll do differently. This can be the most difficult part of annual planning. It’s always tempting to keep doing things the way they’ve always been done, especially if those things have led to agency success in the past. But at its core, today’s market is much different than the one we’ve experienced for the past decade. That means you’ll need to make some changes to remain competitive and profitable.

3. Set clear goals—and put them in writing. Do you plan to grow in personal lines in 2024, or are you targeting a new class of commercial lines business? No matter which goals you choose to pursue, make sure to write them down and share them with your team to get full buy-in. 

When creating goals, be specific. Spell out exactly what success will look like; for example, increasing policies per client or adding a certain number of new clients. Include distinct goals for staff, such as the number of quotes or client retention calls you expect them to achieve. 

4. Build out your marketing strategy. Your goals will shape your 2024 marketing initiatives. Be sure to measure all marketing—including metrics you collect in your CRM and social media management tools—so you can double-down on the best-performing tactics and channels. 

5. Seek outside help as needed. If you’re a member of an independent agent alliance, you can access expert assistance with agency planning. For example, at SIAA, our master agencies provide guidance to their local member agencies about how to write the types of business carriers are seeking the most. We also offer access to local agency growth coaches who have incentives to help our agents grow and succeed.

Five Tips to Achieve More in 2024

While there are no guarantees, these five tips can help you choose the best path forward for your agency:

1. Evaluate your agency’s value proposition. Make sure it still resonates with your clients. Agencies that once differentiated themselves based on price may find it difficult to succeed in the current hard market.

2. Choose technology wisely. When weighing tech investments, choose solutions that will help you improve efficiency, eliminate duplicate work and enhance the customer experience. These can include anything from marketing automation platforms and payment processing solutions to new websites, video proposal tools and agency mobile apps. Consider that clients today seek support beyond typical office hours and explore whether virtual assistants or service centers can help you increase your hours of operation without adding to agency headcount. 

3. Educate whenever possible. On a recent SIAA panel call, experts from several large agencies agreed that education is one of their biggest challenges. Customers need to understand the reasons behind their policy increases. Successful agents will take time to explain the nuances, such as how inflation and rising replacement expenses have affected policy costs. 

4. Consider setting parameters around re-shopping. It’s harder to find lower-cost policies in a hard market. Accordingly, agencies that once re-shopped policies with every renewal may want to consider setting more specific criteria, such as only re-shopping business that has increased by 15% to 20% depending on market conditions.

5. Keep on prospecting. Once you identify a prospect, treat them like a client. Include them in your newsletters and promotions, and invite them to follow your social media channels so you can increase your odds of turning them into a customer.

See also: The Key to Agency Management Systems

Plan Confidently for the Future

To ensure success, involve all agency stakeholders in your planning process. Make your plan a living, breathing document that you can update throughout the year. And build in individual goals for agency staff members so you can hold them accountable. With this approach, you’ll develop a solid strategy that will propel your agency forward.


James Keane

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James Keane

James Keane is the vice president of national sales for SIAA – The Agent Alliance.

He serves as the liaison between SIAA and its Strategic Master Agencies’ (SMAs) leadership, helping them maximize recruiting efforts, organic growth programs, agency development and member engagement. 

The Business Imperative of Lifelong Learning

Employers can keep teams on the cutting edge while retaining talent as employees build fulfilling careers in an ever-evolving landscape.

People on a laptops in a classroom with a blackboard

The business world is in a near-constant state of flux. With technological innovation and shifts in perspective, business and the working world are always changing and are incredibly competitive. As a result, employees who adopt practices of lifelong learning are often best prepared for the myriad changes within their careers. 

Learning should continue throughout a professional career. By creating a culture around continued education and rewarding the lifelong learners in your organization, employers can help their teams remain as cutting-edge and experienced as possible, allowing both the organization and its employees to reap maximum benefits in an ever-evolving landscape.

The necessity of lifelong learning 

Today’s leaders and HR professionals are seeking to hire for attitude and personality and train for skills. They know finding a good culture fit may be far more important and indicative of an employee that will be easier to retain than seeking one with the “perfect” skillset. 

Amid issues with retention and employee satisfaction that fueled the Great Resignation, companies that offer continued education are likely to fare better long term. A recent survey showed that 94% of employees would stay with their current employer if that employer invested in their lifelong learning.

Agents, risk management professionals, adjusters and other employees must always be aware of changes within the insurance industry, law and regulations to stay competitive in their roles. Staying on top of market trends within the insurance industry can vary by type of insurance or by state, making targeting continuous education all the more important. 

Adapting to change 

Each industry will introduce new necessary skills that employees will have to learn if they intend on growing within their careers. With this in mind, organizational leaders must serve as models, providing relevant learning opportunities for their team members and growth-orientated mentorships. In addition, team members must be aware of the benefits of lifelong learning and have a clear picture of what taking advantage of learning opportunities means for their long-term career outlook.

See also: The Key for Agents: Lifelong Learning

Innovation and creativity 

Providing lifelong learning opportunities for employees can also boost inter-organizational creativity and expand perspectives. With more creativity and innovation coming from the various team members, organizations can grow, develop cutting-edge products and services and engage with expanded markets. 

It may seem like there is little to no room for creativity within an industry such as insurance or risk management, but that outlook could be short-sighted. When problems pop up within the insurance industry — such as rising insurance premiums in Florida or California — the educated and creative minds will be the problem-solvers. 

The more teams are engaged with and involved in creative organizational growth, the better the job satisfaction, productivity and overall retention will be. 

Leadership development 

One primary reason to cultivate a lifelong learning culture is to develop future organizational leadership. Today’s leaders won’t be around forever, so it will be up to the next generation to continue the mission and goals of the organization. 

Learning opportunities that are built within the organization will instill confidence in people with natural leadership abilities, allowing them to rise to the occasion. When structuring lifelong learning initiatives, organizations need to give space for promotions and reward individuals who take full advantage. 

See also: Opportunity Now and in 2024

Practical strategies 

Lifelong learning initiatives can become part of a company’s core when practical strategies are applied and made a priority. Companies should home in on the skills that are imperative for team members to learn to grow within the company and keep the company on the cutting edge. 

This strategy must include having a finger on the pulse of the industry changes and innovations, so leadership knows what skills their team members need to have to stay competitive. Organizations should also encourage collaboration within the learning environment, as teams that learn together often grow and innovate more effectively. In addition, companies should create space within the organization to learn on the job, so continuing education opportunities can be accomplished along with day-to-day productivity. 

With lifelong learning woven within the fabric of the company makeup, team members and leadership can work together toward innovative growth. 

Interview with Jonathan Hendrickson

Paul Carroll, ITL Editor-in-Chief, and Jonathan Hendrickson, Vice President at Gallagher, delve into digital platforms and insurance digitization.

interview with Jonathan Hendrickson

Paul Carroll

To start out, how are agents and brokers responding to digital distribution platforms?

Jonathan Hendrickson

Agents and brokers are responding positively to digital distribution platforms -- the platforms are a source of enablement for our brokers who use them. Within Gallagher, two examples of who uses them are the inside sales brokers in small markets and the wholesale brokers working with E&S carriers. Both are benefiting from them. Gallagher uses platforms to make it easier for clients and save our team's time in working with multiple markets.

Paul Carroll

Can you say a little bit about how that works? Early on, everybody was talking about disintermediation. Now people seem to realize that agents and brokers have a real role, How does that hybrid work, between the digital and the person?

Jonathan Hendrickson

There are quite a number of insurtechs that are working to enable brokers, and we partner with those types of companies.

One type of enabling platform is a SEMCI, which is a single-entry, multiple-carrier interface. A SEMCI allows brokers or clients to put information into a system that can yield several quotes and options for clients. It is an enabler of the end-to-end process for a client and makes it smoother.

Paul Carroll

That's helpful. What about customer preferences? What are they showing that they like and don't like? And does it vary by type of client, line of coverage or anything else?

Jonathan Hendrickson

Preferences vary by type and size of client. Clients are more comfortable making digital purchases in personal lines than in commercial lines. That's been true for a while. In commercial lines, clients largely want to talk with an agent or broker before completing a purchase, even for small commercial purchases. The market research we’ve seen estimates that small commercial market purchases are made at single digits in terms of percent of premium (coverage) that is purchased fully digitally.

Most clients begin their search online with education and research, even if they don't make a purchase. Often, they end up working with someone who can help answer questions. Some clients like to correspond with text, so Gallagher is working on developing more of those kinds of capabilities to meet the client where they want to be.

Paul Carroll

Having covered technology for a while, I’ve found that there's sort of a flow. Technology starts one place and then flows in a direction for a long time. So, for example. Defense Department work in the

1960s and 1970s flowed out into consumer channels. Now, technology seems to be flowing in the other direction. My hypothesis on digitization and insurance has been that it would really start in the personal lines, then maybe move into small business as it moves up into large commercial. Does that sound right?

Jonathan Hendrickson

From what we've seen so far, the movement to fully digital purchases beyond personal lines has been pretty slow. And there's some value to moving at a slower pace. Insurance is in the business of de-risking things for other industries. When you have a bedrock that you can build upon, that's very helpful and a great foundation.

Paul Carroll

What about generative AI? How much is that being used? And how much do you think it can be used in the next year or two?

Jonathan Hendrickson

Overall, we believe that use cases in generative AI are still in the early innings. But it shows great promise. Gallagher has been running a number of proof of concepts to understand the capabilities of generative AI, and we expect we're going to be able to leverage it to help enable a number of areas, including our client, sales and service teams. We are encouraged about how these capabilities will help and support them.

Paul Carroll

Can you share a use case or two?

Jonathan Hendrickson

Gallagher started using generative AI for language translation, and so far it has been terrific. Prior to generative AI, we’d work with other organizations who would help with the different languages. For example, if you work in Quebec, you need to translate to French Canadian. In one of the really early wins, we found that generative AI language translation can give us a better starting draft.

We're doing other things, as well, including seeing how it can glean information from documents to better prepare other documents. A lot of work has been done determining how we help provide information faster for those who are going to be providing advice to clients.

Paul Carroll

That’s interesting. While with the Wall Street Journal, I lived in Brussels and then in Mexico City. So I've struggled with both French and Spanish. An AI translator would have been nice.

More broadly, how are agents and brokers leveraging technology to streamline and enhance their own internal processes?

Jonathan Hendrickson

Gallagher is working to leverage technology to streamline and enhance our business processes. We're using single-entry, multiple-carrier interface platforms to save time providing quotes to clients. We're also leveraging technology to provide a renewal process that is more digital, which saves time for both our clients and our service teams. We are also combining data with technology platforms to help provide advice through benchmarking and analytics. Creating more digital self-service options for clients while leveraging technology to help increase efficiencies are just a few of the ways that we're using these new capabilities.

Paul Carroll

To talk about Gallagher more broadly, how are you focusing on technology and innovation? And are there particular Insurtech sectors that are looking interesting to you?

Jonathan Hendrickson

Two of the top categories for Gallagher are digital enablement and data and analytics, including AI. Another area of importance involves evolving risk management solutions. It's an area we like to keep an eye on, if for no other purpose than just to be a good adviser to clients who are looking to leverage these kinds of solutions.

Paul Carroll

At The Institutes, we've begun a real focus on “Predict & Prevent.” Is that the kind of thing you're trying to do with clients? Or could you just tell me a little bit about what some of those risk management opportunities are?

Jonathan Hendrickson

Gallagher prides itself on staying on top of what's happening in the marketplace, even if it's not a service that we're offering to a client. It is important for us to be educated about trends so we can do a better job handling and advising about risk management.

“Predict & Prevent” is one of the services that we have been working on with clients. As an example, there are wearable devices to help employees with ergonomics and are designed to prevent injury. When you have people whose workdays involve a lot of movement, the devices can help them identify high-risk postures. If a device detects a high-risk posture, it gives them a little haptic buzz, and with the right kind of training and reinforcement, movements that can lead to injury can actually be minimized. Additionally, the behavior change can reduce uncomfortableness that diminishes employee production. So you can make the work environment better for people, and they don't have injuries that cost the company money.

Other technologies coupled with safety systems at workplaces that identify high-risk behaviors help employers know who needs additional coaching. All of this is designed to help people, which is ultimately a terrific outcome.

Paul Carroll

I love the themes you're talking about.

Jonathan Hendrickson

Besides the wearables, a lot of groups are trying to get out in front of water damage, which we know is a huge category of loss, with leak detection. And we’re seeing increasing interest from clients who are considering adopting some of those types of solutions.

Paul Carroll

It has always struck me that while rates are going up all over the place, they're coming down consistently in workers’ comp, which suggests that workers’ comp may be leading the way in terms of reducing risks.

This has been great. But is there anything I didn't ask about that I should have asked about?

Jonathan Hendrickson

I really liked the questions and topics we discussed today. These are the kinds of questions being asked, and here at Gallagher we are trying to work through solutions. Today's conversation seemed like a very natural extension of some of what the industry is trying to focus on and move toward.

Paul Carroll

Okay, perfect. I really appreciate your taking the time.

 

About Jonathan Hendrickson

Jonathan Hendrickson Headshot

Jonathan Hendrickson is the VP, Head of Insurtech Development for Gallagher. Prior to joining Gallagher in 2018, Jonathan was the Head of Global Strategy for Aon Hewitt and led partnerships for Insurtech and Analytics across Aon. Prior to Aon, Jonathan worked at McKinsey & Company where he served clients in both health and P&C insurance. Jonathan began his career working in technology with Cap Gemini Ernst & Young. Jonathan has his M.B.A. from The University of Chicago Booth School of Business and his B.S. and B.A from the University of Southern California, all degrees with honors.


Insurance Thought Leadership

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Insurance Thought Leadership

Insurance Thought Leadership (ITL) delivers engaging, informative articles from our global network of thought leaders and decision makers. Their insights are transforming the insurance and risk management marketplace through knowledge sharing, big ideas on a wide variety of topics, and lessons learned through real-life applications of innovative technology.

We also connect our network of authors and readers in ways that help them uncover opportunities and that lead to innovation and strategic advantage.

The Future of Digital Insurance Platforms

Agent and Brokers Commentary: November 2023

Blue tech man

Platforms have repeatedly provided the groundwork for surges in technological process over the 35 years I've been writing about innovation. MS-DOS wasn't just an operating system. It provided a platform in the 1980s and 1990s that became the home for all sorts of what were originally discrete little programs (clocks, calculators, etc.) and then for far more powerful programs (word processors, spreadsheets, browsers and so on). Google didn't just provide a search engine. It provided a platform for commerce, for maps and for a host of services that we use to navigate the internet. Amazon has become a platform for all kinds of products and sellers and even for businesses wanting to host their IT operations in the cloud.

With all that history, I've been keeping an eye on the platforms that are developing for distributing insurance, and a long series of conversations at InsureTech Connect in Las Vegas at the beginning of the month showed me that there's been a lot of progress. To get a handle on just what's been happening over the past year or so, I sat down with Jonathan Hendrickson, vice president and head of insurtech development at Gallagher, for this month's interview

He said agents and brokers who use digital distribution platforms are taking to them because they're more convenient. For instance, he said a SEMCI -- which stands for single-entry, multiple carrier interface -- lets brokers or clients put information into a system that can yield several quotes and options. 

Hendrickson noted that, in commercial lines, clients want to talk with an agent or broker before completing a purchase. That's true even in small commercial, where he said the percentage of purchases that are fully digital is still in the single digits. 

"There's some value to moving at a slower pace," he said. "Insurance is in the business of de-risking things for other industries. When you have a bedrock that you can build upon, that's very helpful and a great foundation." 

What about generative AI (the question of the day and maybe week, month and year)?

He says Gallagher has been experimenting and found, for instance, that generative AI can do a very helpful first draft of a translation into another language. 

"We're doing other things, as well," Hendrickson said, "including seeing how it can glean information from documents to better prepare other documents. A lot of work has been done determining how we help provide information faster for those who are going to be providing advice to clients." 

Platforms tend to take shape slowly -- then suddenly grab hold. DOS, for instance, was in the market for nine years before the version introduced in 1990 really captured the market. We're not at MS-DOS 3.0 yet in insurance, but, if you dig into the interview, you'll see there's an awful lot going on.

Cheers,
Paul


TWISTED SISTER AND THE LOCAL AGENT

Local agents keep being dissed--and keep winning. They'll continue to win, too, in the AI era. Rock on like Twisted Sister!

UNLOCKING THE POWER OF DIGITAL PAYMENTS

Agencies can take the fear out of digitizing payments through C.A.R.D., which stands for Collect, Apply, Reconcile and Disburse.

RISK OF UNDERINSURANCE AS INFLATION SOARS

Balancing inflation and claims payouts shows the importance of updating policy coverage.

LEVERAGE AI TO RETAIN YOUR AGENTS

AI and ML tools enhance insurance agents' careers, boosting retention and performance while making insurance careers more attractive to millennials and Gen Z.

WHAT GENERATIVE AI OFFERS THE INSURANCE INDUSTRY

Generative AI enables the creation of sophisticated, personalized customer experiences through intelligent communication.

WHY AI CAN HELP SMBS' MARKETING

60% of small businesses, including insurance agencies, that use AI or automation say their marketing is working more efficiently.


Paul Carroll

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Paul Carroll

Paul Carroll is the editor-in-chief of Insurance Thought Leadership.

He is also co-author of A Brief History of a Perfect Future: Inventing the Future We Can Proudly Leave Our Kids by 2050 and Billion Dollar Lessons: What You Can Learn From the Most Inexcusable Business Failures of the Last 25 Years and the author of a best-seller on IBM, published in 1993.

Carroll spent 17 years at the Wall Street Journal as an editor and reporter; he was nominated twice for the Pulitzer Prize. He later was a finalist for a National Magazine Award.

An Aha! Moment on Generative AI

A long series of conversations at InsureTech Connect revealed a truth about generative AI: Nobody knows where we go next.

Image
Artificial Intelligence

Chief information officers, chief digital officers and others running digital innovation initiatives usually have to scrounge around for every bit of funding they can find. Not so with generative AI.

It has caught the public imagination so quickly that the world of innovation funding has flipped upside-down. 

Every board knows it needs something intelligent to say about a generative AI strategy, which means every CEO knows they need something intelligent to say about a generative AI strategy. Those CEOs are turning to the in-house digital innovators and saying: "Help me figure out something intelligent to say about a generative AI strategy."

So every CIO, CDO, etc. finds themselves with money being thrown at them so they can set up a slush fund and experiment to help define a strategy -- or at least a placeholder that buys time for a strategy to be developed.  

The CEO of an AI vendor I spoke with at last week's InsureTech Connect in Las Vegas said his sales cycle with major carriers used to be 12 months, or even 18, but the demand for generative AI is so feverish that he now may go from initial contact to contract in four to six weeks. He says one prospect saw a demo and asked for a contract on his way out the door. 

Now, throwing money at a problem in hopes of finding a strategy tends not to end well. But while no one I met at ITC -- or anywhere else, for that matter -- has a clear answer about how generative AI will play out, some do have smart advice on how to get starting on working out what that future could look like. 

In its simplest form, that advice amounts to: Dig in and play around. That doesn't mean just as a company; that means as individuals. There are endless possibilities -- and pitfalls -- associated with generative AI, and there's no time like the present to start acquainting yourself with them.

Put in a more rigorous way, "dig in and play around" means "think big, start small, learn fast," which has been my mantra for the nearly 30 years that I've been writing about corporate innovation. My frequent co-author Chunka Mui describes our approach in detail in this piece from May, "Six Words to Focus Your AI Innovation Strategy," about how to approach generative AI. 

On the theory that nobody is as smart as everybody -- the founding principle for Insurance Thought Leadership -- it likely will also be useful to find fellow experimenters with whom you can share experiences as you learn both what does and what doesn't work. Along those lines, a longtime colleague, John Sviokla, already knows a ton about generative AI, as he showed in this interview I did with him recently, but through his recently formed GAI Insights group is convening lots of other smart people to share their learnings.

My personal approach when dealing with something as big and daunting as generative AI is to try to make it real by looking for examples. I get the basic theory and see the potential, but I've also seen people gloss over a lot of problems with a lot of technologies over the years, so I look for tangible results to guide me.

At ITC, I found a few new ones. Some were modest -- having the AI listen to a phone call for a claim and fill out a first notice of loss, then figure out where to place it in the queue, based on an assessment of the severity of the accident. Some were more intricate and potentially important. For instance, I was shown a live underwriting assessment of a restaurant in the Washington, DC, where the generative AI found a mechanical bull (because of a picture on the website) and a deep fryer (based on the menu). Those are the sorts of things that a thorough underwriter would have found, but having the AI find them in seconds, rather than minutes or tens of minutes, could help insurers with a tricky problem: making sure the intensity of the underwriting effort is justified by the potential size of the business.

Recent conversations, such as this one with Megan Pilcher, the insurance go-to-market leader at IntellectAI, for this month's ITL Focus also show that we're making progress in identifying opportunities. For instance, she says:

"When an underwriter prioritizes their work, documenting the accounts they did not write is a less than desirable task. We can start using AI to do that documentation and provide a summary. When the risk comes back the following year and a different underwriter picks it up, they can get a rundown." 

And: 

"With today’s manual processes, someone only pulls [loss run] information if a decision has been made that at least they want to quote the risk. But would there be value in doing it at the beginning of the process, extracting loss information on risks that you would have weeded out? What could your actuaries do with that data? Could their predictive modeling be different if we were able to provide them loss data on every submission that comes to the door?... You start thinking about getting into a particular class of business, or a particular line of business, and you wonder, how many submissions would you get? What would the losses be? How would you need to price it? Now you have historical data to use for evaluation."

So, yes, my takeaway from ITC was that nobody has figured out what comes next for generative AI. But there at least are some ways to figure out how to figure out what that future could look like.

For me, that means: "think big, start small, learn fast," a la Chunka's piece; convene as many smart fellow experimenters as possible, a la John; and surface as many solid examples as you can, a la Megan and others.

Cheers,

Paul

P.S. As long as I'm highlighting smart pieces we've published recently at Insurance Thought Leadership, here's one more. I always enjoy the quarterly conversations I have with Dr. Michel Leonard, the chief economist at the Insurance Information Institute, and his latest economic forecast is especially interesting. He says the Fed may be signaling that it could keep raising interest rates into 2025, which would have major implications for the economy and, thus, for the insurance industry.   

Will The Fed Keep Raising Interest Rates Into 2025?

Triple-I Chief Economist Dr. Michel Leonard offers insights on P&C industry growth and economic challenges in his latest quarterly interview with ITL.

Michel Leonard ITL quarterly interview

In his quarterly conversation with Insurance Thought Leadership, Dr. Michel Leonard is optimistic about the prospects for growth in the P&C industry and for an abatement of the punishing inflation in replacement costs. “After a very difficult two years, given the pandemic economy and so forth, we're heading into a better place for the P&C industry,” he says. But he also warns that the Fed has left the door open to continuing its interest-rate increases into 2025, which would shock financial markets, create new headwinds for the economy and delay the P&C industry’s recovery.

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Paul Carroll

Hi, I'm Paul Carroll. I'm the editor-in-chief at Insurance Thought Leadership. I am joined today by Dr. Michel Leonard, who among the other hats he wears is the chief economist for Triple-I, the Insurance Information Institute. We have these conversations every quarter to get his thinking on the latest outlook for the economy in general, and insurance in particular, I always look forward to these very much. So Michel, thank you as always for joining me today.

I looked at your outlook. And as usual, it's Michel giveth and Michel taketh away. I thought maybe we'd start with the giveth part very quickly to hit the headline numbers. Those headline numbers are about the outlook for the P&C industry versus GDP and the outlook for replacement costs as opposed to inflation. And then after that, we'll get into the Michel taketh away part, where you're going to talk about how interest rates are likely to keep rising even through 2025.

Having teed you up a little bit, how about you start us off with those headline numbers on P&C?

Dr. Michel Leonard

Absolutely, Paul. Again, always a pleasure to be here and to have this conversation. I can't wait to get to the second part of this conversation. But we're going to have underlying growth, which as your listeners recall is the economic driver for the P&C industry. That's going to be 1.3% [underlying growth for P&C in 2023] versus 2.1% [for U.S. GDP]. We are still a little below the overall GDP in 2023, but… there's a positive trend there. If this trend continues next year, underlying growth for the industry will be larger than for overall GDP. For 2024, we're estimating that will be around 2.6% for the industry versus 1.7% for the overall economy. Going into 2025, we’re estimating 4.5% for the industry versus 2.0% for the overall economy.

We're being optimistic there. What your listeners should take away here, Paul, is the trend. After a very difficult two years, given the pandemic economy and so forth, we're heading into a better place for the P&C industry.

Paul Carroll

Tell me about rate increases. My impression certainly has been that we're kind of topping out, and that the Fed was optimistic enough about inflation that they were going to stop raising rates. So I was surprised most of all by what you were saying [about interest rates in your outlook]. I gather that you found some information lurking within a federal report that makes you think otherwise. Could you walk us through that?

Dr. Michel Leonard

Absolutely. And I share your surprise there. We've talked before about how we were looking forward to the Fed no longer tightening. And in the last few months, we were headed that way. The financial press has been saying, "Okay, we're going to probably have one more increase going into Q1 of 2024, probably around March 1. March was likely to be the latest date for that increase, which we anticipate would most likely be 50 basis points [hundredths of a percentage point] or perhaps split into two increases at 25 basis points each between now and then.

That's the consensus. And we're of course welcoming that, as we've been saying that it's taken too long to [get to the end of the rate increases].

The Fed has been really good in the years since the 2007 Lehman crisis insofar as sharing many of their documents. And I urge your listeners to track down a Fed document called the "Economic projections of Federal Reserve Board members under their assumptions of projected appropriate monetary policy." It's a bit of a technical document, but what surprised me is that when it comes to monetary rates, they now have 25 bps [basis points] or 50 bps going into 2025. That doesn't mean that the Fed will keep raising rates [into 2025]. But it does mean that the Fed is opening a door there.

The Fed doesn't like to change overnight. They always telegraph. So now we're seeing this early telegraphing that [rate increases] potentially could go into 2025. If we tried to speculate a bit more, on the basis of the numbers [in the economic projections document], we could see a 25-basis-point increase early next year, which is less than the market consensus of financial economists. But in addition to that 25-bp increase, there may be a second 25-bp increase, for a total of a 50-bp increase into 2025.

It's a bit different [than the current consensus]. It's a bit unusual. And I thought that would be useful to share with your listeners.

Paul Carroll

I assume the implications of that are negative for the economy and for the P&C industry, right? I mean, the more you're raising interest rates, the more pressure you're putting on different parts of the economy.

Dr. Michel Leonard

Yes. And for this one, one doesn't need to be an economist. When the Fed increases rates, they right away impact housing mortgages and auto loans. Those are the two biggest components [for consumer loans]. And of course, this is largely what we insure in the insurance industry: For personal lines, we repair and rebuild cars and homes; for commercial lines, we repair and rebuild vehicles, commercial buildings and equipment.

And this is why the industry and the overall economy contracted [in 2023]. We were expecting to have a much better 2023, because we thought the Fed would really end the rate increases this year.

Going into 2024, and likely throughout the year, we're still going to have a decline in housing starts. We had a correction, and it got better, but housing starts and auto consumption will likely still lag. And that's bad for everything, not just the insurance industry. That specifically could derail our otherwise optimistic forecasts for the spread between P&C underlying growth and overall GDP.

Paul Carroll

I assume a lot of the reason for the possibility of continued interest rate increases is that the economy has stayed stronger than a lot of people thought. I saw something the other day where somebody was twitting Bloomberg a bit because they’d dug up a headline saying that the consensus on the possibility of a recession in the U.S. had reached 100% for the next year—and that headline was from 366 days previously. That 100% consensus didn't quite work out.

Anyway, I would be interested in hearing your thoughts on where the economy stands in terms of strength and how this balance between economic growth and inflation is working out.

Dr. Michel Leonard

Absolutely. The first thing is, we have this thing that economists call nowcasts. Instead of forecasting for tomorrow and next week, we're estimating current numbers. And we think growth accelerated to around 5% in Q3 and even the beginning of Q4. [The official U.S. numbers, released after this conversation, showed 4.9% growth in GDP in the third quarter.] Keep in mind, we think we're going to end the year at 2.1% GDP growth. Now we're at 5%. What does that mean for Q4? That means Q4 could be minus -1%. We could actually have a contraction.

Now remember, it takes two or three quarters [of contraction] and a few other conditions to have a recession. We're far from that. No one's talking about that. What I'm concerned about is that if this message from the Fed [tightening until 2025] starts permeating the financial press, it may bring sentiment down and people may overreact to the minus -1%, or to a much weaker Q4. That could trigger a recession in Q1 and Q2 of next year.

That actually happened in Q1 of last year. We would have had a much better recovery last year, going into Q1 of 2022, but expectations can play a big role. That's where I'm concerned about with these possible Q4 numbers.

Paul Carroll

As long as I've teed up the risks that are out there, how about if you walk us through the other ones that you've identified? The geopolitical risk hits us over the head every day with Ukraine and Israel and Gaza now. But what other risks are you seeing out there that might derail things?

Dr. Michel Leonard

Absolutely. The first one is monetary miscalculation. Paul, right now, the yield curve is fairly flat and slightly inverted. That's why CDs are attractive. While the Fed has been successful raising the full length of the curve, it’s raised the front slightly more.

What we're seeing is that the Fed is continuing to bring down its balance sheet. That's creating some liquidity. But we also know that, with rising interest rates, government debt and private sector debt is going to increase. There is talk in the financial press that we're going to have a steepening of the curve. We've been in this low-rate environment for years, and now we're heading into a world where the curve will begin higher and increase in the longer run. So it's a steeper curve.

What does that mean? In practice, not only are we going to be at these 2%, 3%, 4% or even 5% interest rates for a longer time, but we also can have a steeper curve, which could mean 6% or 7% 10 years out, which will be a very different economic environment.

This isn't just a risk of policy miscalculation, it’s the Fed tightening too long.

We are heading into this new normal. I hate that term. More accurately, we should start saying we are heading into the next normal. The next normal will have a steeper curve, but the whole curve will move up, and money will be more expensive. That further depresses growth over the long run. That average of 2% or 3% GDP growth that we had pre-pandemic is going to be a bit more challenging to achieve.

There are many implications for investments in terms of asset allocation and so forth.

Now, moving on to geopolitics. We've been saying for a long time that this inflation was supply-driven. Goods just stopped showing up. A few months ago, Paul, I presented at a group of business leaders, and we had a poll. We asked what they felt was the biggest risk: geopolitics, monetary policy, recession and so forth. Geopolitics came last across all the polls. It was cited by only 5% of those in the room. I laughed. I said, I agree with the 5% of you because geopolitics could really bring the economy to a halt.

And since then, we've had, of course, the terrible events in Israel. There’s been tremendous repercussions, but not economic to this point. But if [the conflict] continues and spreads to the rest of the Middle East, now we're going to have economic repercussions with oil and so forth. And we still have the issue of this new axis among Iran, China and Russia. That has direct implications for oil prices globally but also has direct implication on the potential for contagion in the Middle East.

Traditionally, besides oil, the Middle East hasn't been one of those triggers that leads to GDP contraction. But we're in a new environment here in this regard. In conversations with folks in the intelligence and defense community in DC, there is still not, as of the time of our discussion, a concern for contagion to Hezbollah and in southern Lebanon. However, that could worsen over the next few weeks. And obviously, that could send oil prices into a much different direction and really bring to a halt our underlying growth recovery.

We still have, of course, Ukraine. As we're speaking today, the president recently sent a proposal to Congress for a $75 billion to $100 billion aid package, which includes humanitarian and military aid. What we're seeing is the threat of Ukraine and Russia affecting the U.S. and Europe, but even more so emerging markets. In the U.S., it's raised the price of food significantly. In Europe, it's raised the price of food and energy significantly. And around the developing world, it's been all of that, but to the point of food not being available. Suddenly, you have these hot spots emerging in India and Pakistan, and we know that at the end of the day, food scarcity can lead to instability. And China could step in during that instability. These are very severe threats to the recovery.

Traditionally, financial markets underestimate the risks they get familiar with, they get comfortable with, and that have been around. That's exactly what's happening right now. Like with that poll, people need to realize that these geopolitical scenarios could change the investment environment and the economic landscape significantly overnight.

Paul Carroll

I have a feeling that what you were saying about interest rates will also increase the dysfunction in Washington, because borrowing costs are going up and will probably continue to do so. If you go back a few years, interest rates were so low that there were some people who were basically saying money is free, just borrow as much as you want. Now, it's pretty clear that there's a real cost to the federal debt. So as much craziness as we have going on in DC, people aren't going to be able to just ignore the deficit. There are going to be a lot of harsh conversations that are going to happen.

Dr. Michel Leonard

Absolutely, Paul, and that is specifically the issue related to the longer part of the yield curve. Infrastructure building, government funding and all of that is going to be much more difficult two, three, even 10 years out. And that will bring back this conversation about spending cuts and empower those who think that cutting is a good talking point.

I do want to speak about those other consequences, but just taking a step back, and not to bore people with economic theory, but [those focused on cutting] are all saying that you should run a government the way you run a household, and you should balance your budget. Well, that's just ludicrous. It's not the way it works.

Think about a household. Yes, we hopefully balance our current account, our checkbook, if we can, but for many Americans, our main asset is our home, and no one would think that you should pay off your home in one year. So even based on that parallel, if you actually look at short-term debt and long-term debt, households don’t balance their budget every year. We think of a house as an investment. For government, if we’re spending on defense, that's immediate protection. And if it's on education and healthcare, that's about preparing for tomorrow, like a family’s home. This misplaced runaway spending narrative comes back time and time again to undermine confidence in government, fueling the populism we have in D.C. Heading into an election year, that is extremely disturbing.

We'll have a few more of these calls before the election, and we can talk more, but there are really big risks that we haven't thought about. In the election of the Speaker of the House, there were threats made to members who didn't support a candidate. And those threats were credible and led to police in different parts of the country coming in and protecting families. This is Third World, banana republic-type stuff. That's very disturbing. And the presidential cycle isn’t even in full swing yet. Let's really think about that political risk for our next quarterly conversation.

Paul Carroll

I would love to talk about that. But to maybe swing things around and leave people on more of an upbeat note, would you talk a bit more about those two points we raised at the beginning, starting with describing how or why the P&C industry is going to outperform GDP? I'll ask you that first, and then we'll come back to replacement parts.

Dr. Michel Leonard

I love these conversations where we get to the context. It may seem optimistic that we're positioning the underlying drivers of the P&C industry to outpace overall growth. However, we need to remember that for many years we had P&C underlying growth that was significantly below growth in overall GDP. It's going to take a few years just to catch up. Even if we look at those optimistic numbers for 2025, where our underlying growth is at 4% and overall GDP is around 2%, we actually estimate we're going to need five years of that to just make up for what we lost during the pandemic. Remember, housing suffered greatly. During the pandemic, cars weren't available.

Now that those areas are returning to normal, we're able to catch up. But you know, it brings us back to the Fed, which keeps raising rates. And let's remember, it's not just whether the Fed keeps raising. It's also the expectation of what the Fed is going to do. That’s a very important point. And right now, there's an expectation in the market that rising rates are going to end in March. People have started to allocate their capital based on that expectation. If suddenly the Fed says, the end is going to be in March of the following year, you're going to have a lot of money moving around, and that can put downward pressure on an already volatile equity market.

Paul Carroll

How about replacement costs? As we've discussed at length, they've been just wildly outpacing inflation, which has already been high. Do you see some relief there, as well?

Dr. Michel Leonard

Yes. And I always have to caveat that it has been a tough few years. If we go back, at the height of the spread between our replacement cost increases and overall inflation, it was 8% for the U.S. economy as a whole and 16% for P&C replacement costs. Used car prices went up 40% because new cars weren't available. Construction materials for homeowners insurance spiked. Lumber went up on average 50% over three years. Remember where we came from.

And with a few exceptions, when inflation goes down, it doesn't mean that prices are contracting. They did contract for lumber and for used cars, but we're seeing an environment where prices will rise maybe 1% or 2% a year. Here again, we estimated that it will take 10 years for P&C replacement costs to get over what we had in the past three years.

The numbers look good, but it’ll take five years to get over the significantly weaker industry growth, and then 10 years on replacement costs. Those are big numbers.

That really affects us in the industry. It's difficult to increase rates fast enough to recover. Everyone is already mentioning about how much we're increasing and our profits are being compressed. We've been reducing employment in the insurance industry slightly in the last year, and we've been cutting costs in marketing and elsewhere. So, we've been able to make up a bit through efficiencies, but overall, there is significant pressure on combined ratio performance.

Paul Carroll

Well, it sounds like we're going to have a lot to talk about during our next quarterly conversation. Thanks as always, Michel.


Insurance Thought Leadership

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Insurance Thought Leadership

Insurance Thought Leadership (ITL) delivers engaging, informative articles from our global network of thought leaders and decision makers. Their insights are transforming the insurance and risk management marketplace through knowledge sharing, big ideas on a wide variety of topics, and lessons learned through real-life applications of innovative technology.

We also connect our network of authors and readers in ways that help them uncover opportunities and that lead to innovation and strategic advantage.

How Technology Is Changing Fraud Detection

Satellites and drones, AI-based analytics and photo analysis, and blockchain can reduce insurance fraud greatly. 

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Insurance fraud comes at a staggering cost to insurers: more than $300 billion in 2022, according to a study by ValuePenguin. In fact, 21% of auto insurance and 30% of homeowners insurance policyholders admitted to having misled their insurers to save money. (The research shows that younger Americans often don’t even recognize such fraud as a crime.)  

Good news for insurers: Advances in technology are making it harder for consumers to fudge their insurance applications and claims, which makes it easier, in turn, for coverage providers to pay for actual losses while meeting their bottom lines. Here are a few technologies on the horizon that insurers are using to improve their fraud detection.

Machine learning for predictive analytics

Predictive analytics is nothing new, of course; some sources say its history starts in the 1940s, while others date it all the way back to 1689. But the advancement of machine learning — both supervised and unsupervised — has increased the effectiveness of predictive analytics exponentially. After all, computers and artificial intelligence are way better at collecting massive amounts of data and assessing it for patterns than even the brightest team of humans could ever hope to be.

Insurers can use supervised machine learning by flagging fraudulent interactions in the data set and teaching the program to identify similar instances of fraud over time. Unsupervised machine learning can also be used to sniff out anomalies and red flags that might indicate new types of fraudulent schemes, which is useful because fraudsters are constantly innovating. 

Additionally, behavioral analytics can be used to better predict an applicant or claimant’s tendency toward fraudulent actions, drawing on data gleaned from their browsing history, clicks, physical location and more. By using these technologies, insurers are in a better position to identify fraudulent claims or applications earlier in the process.

See also: Using AI to Prevent Insurance Fraud

Satellites and drones

While it’s not the costliest category — life insurance fraud and Medicare/Medicaid fraud outstrip it — home, business and auto insurance fraud represent, as a group, the third most costly kind, resulting in $45 billion in losses each year.

Fortunately, technologies like satellites and drones give insurers literal eyes in the sky, which they can use to capture photographs and data of claimants' homes and businesses. The insurance company can save money both before and after potential losses — beforehand, by engaging with more accurate risk engineering and pricing, and afterward, by ensuring the accuracy of claims.

Photo analysis technology

Because machines understand images better than ever, insurers have been able to vastly increase their use of photo analysis technology in the claims adjustment process. According to Help Net Security, photo analysis technology use catapulted from 49% in 2018 to 81% in 2021. Along with verifying the extent of a claim, photo analysis technology can also be used to detect photos that have been uploaded as part of other claims and any digital alterations that may have been made. 

See also: The Future of Insurance Fraud

Blockchain technology

Although seldom wholly understood, blockchain technology has become more and more prevalent across a wide variety of sectors, from fintech to risk management. Insurers can use blockchain technology to produce records that can’t be changed, tempered with or re-ordered, which can be useful in certain fraud scenarios.

Take the fraudster who files the same claim with more than one insurance provider. Using blockchain technology, this could be avoided, as every claim would be indelibly and clearly recorded. The blockchain can also be used in other parts of the insurance process, such as real-time claim tracking and automation of parametric insurance applications. 

As technology evolves, so will insurance fraud detection

In insurance, as in every other industry, technology is seeing exponential developments, particularly when it comes to artificial intelligence (AI). Today, AI can be used at every step of the process, from chatbot interactions during the application stage to data analysis and fraud detection. 

As technology continues to evolve, so will the way insurance companies use it. They will shore up their business models and tighten their fraud losses, keeping those dollars where they belong.


Divya Sangameshwar

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Divya Sangameshwar

Divya Sangameshwar is an insurance expert and spokesperson at ValuePenguin by LendingTree and has been telling stories about insurance since 2014.

Her work has been featured on USA Today, Reuters, CNBC, MarketWatch, MSN, Yahoo, Consumer Reports, Consumer Affairs and several other media outlets around the country. 

Leverage AI To Retain Your Agents

AI and ML tools enhance insurance agents' careers, boosting retention and performance while making insurance careers more attractive to millennials and Gen Z.

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The Duford Insurance group conducted a study in which they found that almost one in every two agents leave within three months of joining an insurance sales force, and up to 95% are gone within the first year itself. Can you imagine the spend on hiring, onboarding and training this workforce, only to incur it all over again? A costly affair!

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This not only impacts immediate cost, but leads to productivity issues, and in general, a decline in overall performance.

In the previous article we covered how insurers could retain their millennial workforce through better career opportunities, state-of-the-art technology tools, and well-rounded benefit programs. In the next in this series, we will cover how carriers can effectively use AI to strengthen their hiring and retention workflows.

To help simplify this, let us take an example of an agent, Leyla, who is being considered for employment by a leading insurance firm. The 24-year old has just attended an interview and let’s see how her firm can utilize AI across her career lifecycle.  

Recruitment

Carriers or wholesalers can leverage AI and ML-based tools to sort and gather relevant details from the candidate’s  resume, documents uploaded, demographics, interactions etc. swiftly to help the recruiting team get a complete picture. AI can also be used to compute behavioral scores to make sure that Leyla is the right fit for the role and has attributes that will help her align to the company’s culture and values.

Onboarding

The first 90 days in Leyla’s career as a producer are going to be crucial. Several studies and reports into why insurance agents leave suggest that poorly designed onboarding programs are among the top three reasons.

With the right sales tech tools, carriers can build a superior onboarding experience for new hires. This is a first step to addressing churn by ensuring a positive experience in the first place.  Through ML-driven playbooks that are developed based on best practices, the insurance firm can take Leyla through her 90-day onboarding through nudges and interventions that will, for example, 

  • Ask her to complete training videos due for this week and nudge her to finish any tests that she needs to.
  • Remind her manager to update her with important information from client meetings
  • Nudge the manager to set up time with Leyla to discuss learnings from her first sale
  • Recommend best practices that other top agents followed in their onboarding period so she is able to replicate this for the same results
  • Remind her to take the right actions towards a lead as she starts selling

Well orchestrated playbooks help carriers ramp up their agents faster in the first few months, reducing the cost and effort that is otherwise required in preparing agents for their roles.

Nurturing

The first three months, AI-led systems are also able to gather data and attributes to build a better profile of Leyla. Carriers will are now equipped with better insight into,

  • Skill gaps and activity gaps
  • The areas she needs manager intervention
  • If she is at a high risk of churn
  • A high will-low outcome scenario. For example, if she is inclined to sell more and reach out to more leads that she is doing, the system algorithm can identify more leads, better leads so she is contributing and improving on her performance.

This is a game-changer. To be able to predict churn and alert them to take remedial action can help carriers strengthen their retention strategy through a combination of learning programs, rewards and newer opportunities to help agents like Leyla continue in their roles and reach their potential.

Career Growth

Artificial Intelligence and Machine Learning tools are able to strengthen the talent acquisition and retention function in an insurance company. Predictive capabilities while identifying the right candidate, playbooks for a robust onboarding journey and the right insight and interventions to nurture, coach and mentor them can help solve one of the biggest challenges the industry is facing today.

Beyond this, an AI-enabled tech ecosystem can support agents like Leyla experience much higher learning curves,  better coaching and mentoring and a more rewarding career. Another upside to this is a stronger branding of insurance careers among the millennial and Gen Z workforce.

 

Sponsored by ITL Partner: Vymo


ITL Partner: Vymo

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ITL Partner: Vymo

Vymo is an intelligence-driven Sales Engagement Platform built exclusively for insurance and financial services sellers and field managers. Enterprises large and small can drive higher sales productivity, build deeper client engagement, and address client needs with bottom-up insights and collaboration. 

65+ global enterprises such as Berkshire Hathaway, BNP Paribas, AIA, Generali, and Sunlife Financial have deployed the platform to deliver actionable, objective insights to its executive and their teams. Vymo has a proven revenue impact of 3-10% by improving key sales productivity metrics, such as conversion percentage, turnaround time, and sales activities per opportunity. 

Gartner recognizes Vymo as a Representative Vendor in the Sales Engagement Market Guide and by Forrester in the 2022 Wave report on sales engagement platforms.

Could Auto Accidents Be Reduced by More Than Half?

In this Future of Risk conversation, Nauto CEO Stefan Heck explains how his AI- and camera-based system routinely reduces vehicle fleets' losses from accidents by 60% -- and says he has his eye on the broader consumer market.

Stefan Heck Insurance THought Leadership Future of RIsk Interview

 

heck headshot

Dr. Heck is the CEO and Co-Founder of Nauto, a Palo Alto-based technology firm focusing on smart cars. A former Stanford faculty member, he advises long-term investors on opportunities for transformational change, including AI-integrated designs for new investment vehicles and modification of existing ones. He is based in Palo Alto, California, US.


Insurance Thought Leadership:

At The Institutes, of which ITL is an affiliate, the idea of “Predict & Prevent” has become a major theme. Why just use all the data that insurers have to price risk, then indemnify people after they have a loss? Why not prevent losses in the first place?

You’ve been working toward that goal for years now. Maybe start us off with a quick summary of what you’ve achieved so far?

Stefan Heck:

We set out to beat the seatbelt, which was the previous high water mark for injury prevention and reduces losses by 20%. At Nauto, we now routinely achieve loss reduction percentages of 60%. We've taken some fleets from multiple fatalities per year to essentially zero, which I wouldn't have thought possible a couple years ago.

And the improvement is really fast. We see a huge reduction in risk behavior in just a week or two. Losses continue to decline for several months, then stay consistently low for many years.

Insurance Thought Leadership:

How much of the behavior change comes just because I know somebody is watching me?

Heck:

Not much, and it’s temporary: The “watching you” factor -- also called the Hawthorne effect -- produces 10% improvement for a week or two. Then it goes away. We've measured that.

The single biggest piece of lasting behavior change occurs through in-vehicle voice feedback that makes the driver aware of risks they did not perceive and prescribes the right action. If you're tailgating, the voice will say to leave more following distance. If you're using your phone, it will say to pull over to use your phone. It is an escalating set of interventions, starting with gentle behavioral nudges and real-time voice coaching and ending in alarms for the most dangerous situations. We find that, after about a week, you don't get into the higher-severity levels anymore. You get the first nudge, and you immediately know what to do. Over a couple of weeks, nearly all the risky behavior goes away. In a few fleets, we’ve even see ALL risks disappear. Historically, no insurance company thought that was possible.

We’ve tried other approaches, but voice works best.

You have to be very precise. If you tell the driver to leave more following distance and there's nobody in front of them, they're not going to listen the next time the voice says something. We don’t launch risk detection AI algorithms until they are wrong less than one time in 20, and the more mature risk detectors are down to one false alert in many hundreds. That’s when the drivers trust the systems and are grateful for the heads up on risks they missed -- we see smiles, people thanking the device or even waving to it like you’d express gratitude to a passerby who warned you of a danger.

We actually don’t alert the driver every time we see a risk. We make a judgment of how critical the risk is and only intervene when it’s dangerous.

For example, if you're stopped at a red light, we don't alert you if you’re using your phone. It's still illegal in many states, and you can get a ticket for it, but it's not that risky. It's not zero risk. You slightly increase your risk of getting rear-ended because the guy behind you may see the light turn green while you don’t.

If you’re speeding, well, everybody speeds a little, and it’s not that risky if you’re on an open road and in the flow of traffic, but if you're speeding and tailgating and then look down at your phone, now you're 45 times as likely to have an accident.

In addition to the risk coaching, we also build in real-time collision warning. You get forward collision warnings for vehicles, pedestrians, bicycles. You’re warned if you’re getting drowsy or falling asleep – those tend to be alarms because you don't have much reaction time. They eliminate about 20% to 25% of collisions.

The third piece is that, after a couple of months, 85% to 90% of your drivers will have improved, so your bottom 5% of drivers will be about 50% of your remaining risk. A portion of those drivers turn out to have medical problems. You’ll find they need glasses or have night blindness or sleep apnea or whatever. The fleet safety team then figures out how to help them or reassign them to a different route or schedule to avoid drowsiness.

Insurance Thought Leadership:

How broad a range of vehicles are you in by now?

Heck:

We’re in every kind of vehicle and every size you can imagine as long as it has four wheels and drives on roads. We don't do forklifts in warehouses. We don't do farming or mining equipment. But we do everything from sub-subcompact cars in Japan all the way up to Class 8 trucks.

About 80% of it is what's called light commercial -- so pickup trucks, vans, package delivery trucks.

We now protect a lot of very large fleets. Our largest fleet has over 30,000 vehicles and is still growing with us a lot. We also work closely with middle-market fleets, which for us is 500 to 1,500 vehicles per fleet.

We entered Japan in late 2018, early 2019, and it’s about 20% of our business. We have a smaller presence in Europe, mostly the U.K. We’re about to launch in Canada with multiple fleets and expanding in Europe, as well.

Insurance Thought Leadership:

I’ve seen reports of pushback from drivers who resent being monitored. How do you deal with that issue?

Heck:

Well, that’s mostly backlash to older camera and video recording solutions out there. At Nauto, the entire system can work with real-time warnings and coaching only, with ZERO video recording or uploading. Even for a typical deployment, where event recording is enabled, we’re only uploading 0.4%

of the driving time, so nearly all your time in the vehicle is not recorded, not monitored. I tell drivers, if you're picking your nose, nobody will ever know unless picking your nose causes you to crash. Then, it'll show up in those 10 seconds around the collision moment. We never sell personal data. The only data we share outside each fleet are things like updates to maps -- e.g. there is a new stop sign here -- or abstract anonymous risk insights like which maneuvers or locations are dangerous.

The other big concern among drivers is about tracking the number of hours they can drive, which limits their ability to make money. Unfortunately, that issue is not simple for us to fix because it’s based on federal regulation for heavy duty trucks and interstate transportation. I can tell you, based on our data, the rules are too simplistic. The rules are a sledgehammer approach, a one-size-fits-all. They basically say that, after eight hours, you have to take a break, but we see drivers who get drowsy after two hours and we see drivers who drive for 12 hours and never have a problem. With some fleets that aren’t under federal regulations, we see drivers who go for 16 hours a day and are truly fine.

From a performance point of view, you’d want a system that says, “Hey, driver, you're drowsy, take a break,” but lets the driver go 10, 12 hours if they never become drowsy. I hope some Department of Transportation regulators are reading this and making a note.

Drivers also don’t want to be recorded during breaks or while they are sleeping in their truck cab. So, five minutes after you park, our device goes to sleep. What you do in the back when you sleep or read a book or whatever is never going to be captured.

We actually don’t have to record at all. We’re just providing a safety device that provides real-time alerts. Whether it records is entirely optional for the client.

Even drivers tend to want to record collisions because, after a couple of months, the fleet is so good that 80% of the remaining collisions are other people’s fault, and fleets want the video so they can exonerate the drivers. Fleets also benefit from knowing right away when their driver is at fault. If they wait until they’re served with a lawsuit three weeks later, they pay 22 times as much as if they realize right away that they’re at fault and call an ambulance and get out their checkbook.

Insurance Thought Leadership:

How far along are you in incorporating outside data, such as about where accidents tend to happen?

Heck:

We have the historical events. We know how risky a location is both from our own data and from third-party data.

Insurance Thought Leadership:

How quickly can you incorporate information about current road conditions? Can you let me know that a vehicle in one of your fleets just skidded on black ice a quarter-mile ahead of me?

Heck:

We don’t have any way to detect black ice today because there’s no way to see it. But, in time, we’ll get more integrated into vehicles, and the traction-control system could tell us a vehicle just crossed some ice, and we could alert everybody else.

We certainly don't cover all risks yet. We've driven 3 billion miles, and we provide real-time preventative alerts for about 60% of the risks we’ve seen, and we’ll push that north of 90%.

We have 80-year-olds driving trucks in Japan, because of the aging population. If they have a heart attack, we'll detect that their eyes are shut and they’re slumped over, but it's a little late, right, so we want to keep extending how early we can detect risks to intervene before they turn critical.

Yet we really can deliver these 60%, 70%, 80% safety improvements.

Insurance Thought Leadership:

I have a feeling you get some pushback from insurers and fleet managers when you make that claim.

Heck:

I’ve actually stopped telling insurance companies that I have a technology that within two weeks can make their drivers 80% better. The executives look at me like I've just said I have a voodoo doll.

I had a conversation with a chief underwriting officer who said, “We love new technology.” I said, “Great. If we do a deployment together, how much data do you need before you can build Nauto into your product?” He said, “Oh, at least 10 years of data.” I said, “You don't really like new technology if you’re only buying 10-year-old stuff.”

Every insurer wants to prove the technology in their own fleets. But we’re in 800 fleets already, all over the country, dirt roads to interstates and crowded cities. Hundreds of thousands of vehicles. This stuff works.

The mindset is the real barrier. People fundamentally don't believe you can take any guy off the street and make him two-thirds better by next week. And we can.

Insurance Thought Leadership:

I’ve always pushed back some on the economics of Predict & Prevent. Yes, you can save a lot of money by detecting water leaks before they cause damage, but you have to install an awful lot of sensors and automatic shutoff valves. Do your savings outweigh the expenses?

Heck:

The payback is about four months because vehicle collisions are unfortunately a lot more common than water leaks. A typical fleet will have between $3,000 and $7,000 of risk per vehicle per year if you include third-party liability on vehicle damage, workers’ comp and medical payments and injuries. For a large fleets with thousands of vehicles, they will often have multiple collisions a day before deploying Nauto. We don't even factor in loss of use of the vehicle, missed deliveries, all that stuff, but we still provide an average of $3,000 gross savings per vehicle per year. Our hardware installed is $500, and service costs about $500 per year. So you earn your $1,000 back in four months, and you don’t have to pay for the hardware in subsequent years.

The payback is so quick that once they see it, customers want it for the kids or spouse, too. We don’t sell to consumers (yet!), but Nauto employees can get a Nauto systems as a perk for their family.

Insurance Thought Leadership:

What comes next?

Heck:

We’ll add more sensors. Better and more camera sensors, reading more data from the vehicle itself. As I said, we cover 60% of the risks; we want to get the other 40%, or at least just about all of that. The last 3% or 4% gets really hard.

The next frontier is where you're actually going with your black ice example. At the moment, we have about a two-week retraining cycle. We pull the risk data from our vehicles into the cloud, we rerun the models and we deploy the models back out to vehicles while parked. What you really want is to be near-instantaneous. There’s no reason why a second car should ever have to run into the same danger if one car has already seen it.

Ultimately, my goal is to make this free. This should be built into your car, built into your insurance. There's no reason for this to be an extra thing that you're buying. And, of course, we want to make it available to teens and elderly drivers, not just fleets.

Insurance Thought Leadership:

When your daughter learned to drive, did you use your device to keep her safe?

Heck:

Absolutely. She hasn’t had ANY accidents, which is rare -- unassisted teens typically have 2.5 collisions before mastering driving.

In addition to the production version, I sometimes have the latest beta release in my car as part of our dog food program. [A truism in Silicon Valley is that you have to eat your own dog food by using your own technology.] Sometimes, the new risk detectors don’t work perfectly yet while in beta. One time, we released a feature for smoking detection. It turns out that smoking isn’t just a health risk. It elevates collision risk by 50% because it can distract you. Well, the smoking detector went off in my car. What? It turned out that the straw in my daughter’s boba drink looked enough like a cigarette that we got a false alarm. We had a great laugh about that. Boba detector!

She actually started learning from the device well before she ever learned to drive, because she heard what it was saying. She’s been beta testing with me since she was little. She tells me, “Dad, you have to do what your device says.”

Insurance Thought Leadership:

Don’t you hate it when kids are right?

Thanks, Stefan. It was great to catch up.


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Insurance Thought Leadership (ITL) delivers engaging, informative articles from our global network of thought leaders and decision makers. Their insights are transforming the insurance and risk management marketplace through knowledge sharing, big ideas on a wide variety of topics, and lessons learned through real-life applications of innovative technology.

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