Six Things Newsletter | November 10, 2020

In this week's Six Things, Paul Carroll looks at the new shape of innovation. Plus, transforming the claims space; how AI powers customer contacts; essential steps for cyber insurance; and more.

In this week's Six Things, Paul Carroll looks at the new shape of innovation. Plus, transforming the claims space; how AI powers customer contacts; essential steps for cyber insurance; and more.

The New Shape of Innovation

Paul Carroll, Editor-in-Chief of ITL

When I interviewed Howard Schultz for a magazine cover in the late 1990s, I was struck that he didn’t just talk about imagining Starbucks as a chain of upscale coffee houses like those that had charmed him on a trip to Italy as a young man. He talked about Starbucks as a “third place.” We all have our homes and our offices, he said, but he thought we could all use a “third place” that was somehow positioned between home and office and that let us pursue business or leisure however we cared to.

That thought has stuck with me as I’ve pondered the forms that innovation can take, and the term resurfaced for me when I read a recent interview with Kevin Kelly, a co-founder of Wired magazine and one of the more intriguing thinkers on innovation. He, too, had heard Schultz use his “third place” term and was thinking that the idea of a “third” way could be applied in many areas today. For instance, he said, Uber drivers aren’t really employees in the traditional sense, but they’re also not non-employee contractors. They’re a third thing and should be treated as something new in employment contracts, in insurance and in government regulations.

I think that “third” idea could be important for insurance in two ways... continue reading >


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Transforming the Claims Space
by François Metzler

Paying claims needs to be the default, with AI and analytics ensuring that adjusters spend their time more valuably and have more interesting work.

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The Evolution of Telematics Programs
by Harry Huberty

Interest in pay-as-you-drive or pay-per-mile policies has increased in 2020 as more Americans are working from home.

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How AI Powers Customer Contacts
by Patrick Kehoe

Existing and prospective customers now expect prompt, appropriate answers via the channel of their choice, or they may look to your competitors.

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Accelerating Industry’s Digital Scenarios
by Giuliano Altamura

Scenarios that previously seemed like nice-to-haves have suddenly escalated to urgent, and futuristic ideas may become critical.

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Essential Steps for Cyber Insurance
by Ron Pelletier

Corporate IT, legal, risk and business leaders must collaborate on three steps before updating or acquiring new cyber coverage.

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Innovation Comes to Risk Engineering
by Andrew Anzenberger

"From now on, nothing in risk engineering will ever be constant BUT change. If you can’t get used to constant change, you'd better leave.”

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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.

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