InsTech - insurance & innovation with Matthew Grant & Robin Merttens

Matt McGrillis, Chief Product Officer & Co-founder: Send: The underwriting evolution through quiet AI transformation (353)

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May 4, 2025

In this engaging discussion, Matt McGrillis, Co-founder and Chief Product Officer at Send, reveals how his company is revolutionizing underwriting through AI. He explains how Send's tools streamline complex workflows, allowing underwriters to focus on what truly matters. The conversation highlights the importance of automating repetitive tasks, speeding up decision-making, and the subtle yet profound shift AI is bringing to the industry. Matt also predicts that AI agents will lead the next wave of adoption, emphasizing a future with smarter, more efficient underwriting.

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INSIGHT

Send's AI Evolution Insight

Send's AI journey started before generative AI, evolving from costly, hit-or-miss models to seamless background AI integration.
Generative AI changes the game by enabling AI to work quietly behind the scenes, enhancing workflows without disruption.

INSIGHT

Agentic AI as Small Bites

Agentic AI solves underwriting by breaking processes into smaller tasks tackled by specialized AI agents.
This method is akin to outsourcing repetitive tasks, improving efficiency and focusing human effort on complex decisions.

ANECDOTE

AI Replacing BPO in Triaging

Customers typically outsource triaging high volumes of incoming broker emails to low-cost teams.
Send's AI agents now replicate this by automatically prioritizing submissions to focus on valuable business first.

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What if underwriters could instantly triage submissions and reduce time spent on repetitive admin, without changing how they work?

Matthew Grant speaks with Matt McGrillis, Co-founder and Chief Product Officer at Send, to explore how the company’s underwriting workbench is embedding AI into core workflows to help underwriters write more business, more profitably.

Now on its third feature with InsTech, Send has evolved from an early-stage start-up to one of the UK’s leading underwriting platforms. Matt shares how Send’s latest innovations including agent workflows and AI-powered triage, are making decision-making faster all while running quietly behind the scenes.

Key Talking Points

How Send is digitising complex underwriting workflows to reduce friction and increase speed.
How agent workflows are breaking down underwriting into manageable AI-driven tasks.
Send’s triage tools helping underwriters prioritise high-value business in real-time.
Why GenAI is less about disruption and more about quiet, seamless transformation.
How Send balances “build v buy” to offer agility without sacrificing functionality.
Why clients working with Send are seeing faster quote turnaround and improved broker response.
The importance of automating the “boring bits” so underwriters can focus on value.
Matt’s prediction on why AI agents and not flashy features will drive the next wave of adoption.

If you like what you’re hearing, please leave us a review on whichever platform you use or contact Matthew Grant on LinkedIn. You can also contact Matt McGrillis on LinkedIn to start a conversation!

Continuing Professional Development

This InsTech Podcast Episode is accredited by the Chartered Insurance Institute (CII). By listening, you can claim up to 0.5 hours towards your CPD scheme.

By the end of this podcast, you should be able to meet the following Learning Objectives:

Describe how AI agents are transforming underwriting workflows by automating repetitive tasks and enabling faster decision-making.
Specify the types of underwriting tasks best suited for AI agents and automation.
Identify key challenges insurers face when adopting AI tools and how Send supports clients through that transformation.

If your organisation is a member of InsTech and you would like to receive a quarterly summary of the CPD hours you have earned, visit the Episode 353 page of the InsTech website or email cpd@instech.co to let us know you have listened to this podcast.

To help us measure the impact of the learning, we would be grateful if you would take a minute to complete a quick feedback survey.