The Future of Insurance

Episode Info Rob Galbraith is the founder and CEO of Forestview Insights and is the author of the international bestselling book, The End of Insurance As We Know It. Rob is an award-winning speaker who has shared his unique insights at numerous events around the globe on the topics of innovation, insurtech, and the future of insurance. Rob has over 25 years of experience in the financial services industry in a variety of innovation and leadership positions at AF Group, USAA, and the Federal Reserve Board.  Episode Highlights The interview with Rob Galbraith at the 2025 PLRB Innovation Summit covers several key topics related to innovation in the insurance industry. Rob Galbraith, the founder and CEO of Forestview Insights, discusses his role in consulting and training traditional companies, particularly in the insurance sector, to foster a culture of innovation. Key points from the interview include: Building a Culture of Innovation: Rob emphasizes the importance of creating a sustainable culture of innovation within companies, which goes beyond the efforts of a single leader or project. He highlights that innovation should be treated as a discipline similar to underwriting or actuarial science. Challenges in Innovation: He acknowledges the difficulties companies face in maintaining innovation, particularly in aligning IT projects with business needs. Rob shares his experiences with core system projects and the challenges of implementing new systems that meet business requirements. Role of AI: The discussion touches on the potential of AI to address technical debt and streamline processes in the insurance industry. Rob shares insights on how AI can help in summarizing regulatory documents and customizing systems without extensive manual programming. Long-term Perspective in Insurance: Rob discusses the long-term nature of the insurance business and how this perspective can be advantageous for innovation. He suggests that the industry's focus on long-term outcomes could support a more thoughtful approach to innovation. Overall, the interview provides valuable insights into the strategies and challenges of fostering innovation in the insurance industry, with a focus on the role of leadership, culture, and technology. This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

Episode Info Cayce E. Lynch is the National Managing Partner and an Equity Partner at Tyson & Mendes. In this capacity, she leads the firm’s strategic vision and execution across all offices, focusing on optimizing the firm’s performance and addressing challenges in the evolving insurance defense industry. As part of the firm’s executive leadership team, Ms. Lynch is passionate about fostering a culture centered on people while driving results, reflecting her belief that organizations thrive when they balance purpose with humanity. Under Ms. Lynch’s leadership, the firm has more than quadrupled in size and strengthened its reputation as a leader in insurance defense. She is the founder of several transformative initiatives, including the Tyson & Mendes Women’s Initiative, Young Professionals Group, and Diversity & Inclusion Committee, which provide mentorship and support for the firm’s attorneys and staff as well as insurance professionals nationwide. She also established Tyson & Mendes University, the firm’s premier internal education program that delivers unparalleled training for attorneys to ensure excellence in legal practice and client service. In her leadership, Ms. Lynch prioritizes work-life harmony over rigid concepts of “balance.” She is a vocal advocate for supporting working parents, empowering underrepresented groups, and encouraging individuals to fully embrace authenticity in their work. Her initiatives and approach aim to support employees in thriving personally and professionally. An industry-recognized speaker and educator, Ms. Lynch regularly presents CE and MCLE updates on topics such as preventing Nuclear Verdicts® and social inflation. She also serves as faculty for the Nuclear Verdicts Defense Institute, helping train defense professionals to combat Nuclear Verdict® trends. Ms. Lynch has been recognized with numerous awards, including San Diego Business Journal’s “Business Women of the Year” Award (2017), “Top 40 Under 40” by both San Diego Metro and San Diego Business Journal (2018, 2019), and CLM’s inaugural “Phenoms Under 40” (2022). She has also been listed as a “Woman of Influence in Law” (2021-2023)and a “Leader of Influence in Law” (2023) by San Diego Business Journal. Ms. Lynch earned her J.D., cum laude, in 2011 from the William S. Richardson School of Law, University of Hawaii at Manoa, where she served as the Outside Articles Editor for the University of Hawaii Law Review. After graduation, she clerked for Associate Justice James Duffy at the Hawaii Supreme Court. She is licensed to practice law in California and Colorado. Episode Highlights The Apex Method: Cayce Lynch introduces the "Apex" method, a holistic approach designed to prevent nuclear verdicts by diffusing juror anger from the onset of a case. This method emphasizes reasonableness and being a good human. Core Four Strategies: The Apex method includes four key strategies, referred to as the "Core Four," which are crucial in preventing juror anger and, consequently, nuclear verdicts. Research indicates that these strategies are often not utilized by the defense. Data-Driven Insights: The book is backed by extensive research, including the analysis of trial transcripts from 100 nuclear verdicts over the past decade. This research highlights the importance of understanding the psychological tactics used by the plaintiff's bar. Message of Hope: Despite the increasing challenge of nuclear verdicts, Cayce Lynch offers a message of hope. By changing defense strategies and presentations in court, there is potential to alter the trajectory of these verdicts and improve the viability of the insurance industry. Upcoming Book Release: "Nuclear Verdicts: The Apex" is set to launch on October 22nd, with pre-sales available from early September. These insights from Cayce Lynch's interview provide a comprehensive look at the challenges and solutions surrounding nuclear verdicts, offering valuable strategies for defense attorneys and claims professionals. This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

Episode Info In this episode, I explore the paradox that is insurance. We buy risk from others, yet we are risk averse ourselves. Looking at the work of underwriters as compared to venture investors, you find that the skillset is actually nearly identical, but it's being deployed in opposite directions. I discuss that, why that might be, and what someone trying to bring innovation and change to insurance should keep in mind given this reality. Episode Highlights This episode is a unique and shorter installment with insights and reflections rather than our normal interview format. The focus is on exploring the concept of risk aversion within the insurance industry and comparing it to the venture capital world. Key Topics Discussed: Risk Aversion in Insurance:I see a paradox of risk aversion in an industry that essentially deals with buying and managing risk. Despite being in the business of risk, the insurance industry tends to be conservative and slow to change. Comparison with Venture Capital:A comparison is drawn between underwriters and venture capitalists, highlighting how both evaluate businesses but from different perspectives. While venture capitalists have a capped downside and potentially unlimited upside, underwriters face a capped upside and potentially unlimited downside. Analogies and Insights:I compare this to the Netflix show "Stranger Things" to describe the contrasting worlds of insurance and venture capital, likening them to the "Upside Down" and the real world. Economic Perspectives:Discussion on the economic frameworks within which underwriters and venture capitalists operate, emphasizing the differences in risk and reward dynamics. Personal Reflections:The episode includes personal anecdotes and reflections on the nature of risk, decision-making, and the psychological aspects of dealing with uncertainty. Conclusion: The episode concludes with a call to embrace conversations about risk and change, encouraging listeners to prepare for and adapt to new challenges in their professional environments. This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

Episode Info Charlie Wendland is the Chief Claims Officer at Branch, a modern reciprocal exchange reinventing bundled home and auto insurance. With over two decades of experience at Progressive, Travelers, and National Interstate, Charlie has built and scaled high-performing claims teams that blend technology with exceptional customer care. He holds both an MBA and bachelor’s degree from Cleveland State University, plus multiple industry designations, and he currently serves on the board of OACTA. At Branch, Charlie built a digitally enabled claims organization from scratch and continues to pioneer innovations that improve outcomes and customer experiences. He’s passionate about modernizing insurance, uncovering hidden value, and mentoring the next generation of claims professionals. Episode Highlights AI in Claims Processing: The discussion emphasizes the use of AI at Branch to streamline the claims process, particularly through voice AI and electronic first notice of loss. This has led to over 70% of claims being reported through these technologies, enhancing efficiency and customer satisfaction. Empathy in AI: Charlie raised the concern about the ability of AI to replicate human empathy. He notes that the AI has been surprisingly effective in issuing empathetic responses, which is crucial for maintaining customer satisfaction. Technological Integration: Branch has integrated AI in various administrative tasks, such as document generation (with a solution from Kyber) and mail handling, which frees up human resources for more complex tasks. This has resulted in significant time savings and increased staff capacity. Future Prospects: Looking ahead, Charlie see the potential for AI to overlay on top of new data, particularly in Auto claims, where newer car models capture extensive data. This could shift the focus from claims investigation to claims confirmation. Human-AI Collaboration: Charlie underscores the importance of human oversight in AI-driven processes, ensuring accuracy and maintaining a human touch in customer interactions, as well as the need to be mindful of the impact of change on your staff. Given the speed of change Branch has lived, they’ve found this to be incredibly important. Overall, Charlie gave a comprehensive view of how AI is transforming the insurance industry, focusing on efficiency, customer experience, and the balance between technology and human interaction. This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

Episode Info Reid Holzworth leads Ivans' strategic direction. He is a prominent insurance industry leader with extensive insurance experience in both broker and insurer distribution environments. Reid began as an independent agent, frustrated that the products on the market didn’t fit well with his business model. So he founded and became CEO of TechCanary, an InsurTech leader on the Salesforce platform  that Applied Systems acquired in 2019. TechCanary built an innovative set of insurance solutions on the Salesforce platform to create choice and flexibility for agencies who prefer Salesforce.com, which has since been incorporated in Applied's portfolio under the name Applied Epic for Salesforce. Episode Highlights Introduction The video begins with a discussion about Reid's journey into the insurance industry, starting on the broker side and eventually managing an agency. Reid shares insights into their experience of franchising an agency and building a system on the Salesforce platform. Key Topics Discussed Building TechCanary Reid founded TechCanary, a technology company that became the leading insurance solution on the Salesforce platform. They discuss the partnership with Salesforce and the expansion into working with MGAs, carriers, and wholesalers. The Role of Ivans Ivans is highlighted as a crucial player in connecting carriers and agencies. Reid explains how Ivans transitioned from a nonprofit to a for-profit entity and its acquisition by Applied Systems. Technology and Innovation in Insurance The conversation touches on the integration of third-party data sources and the importance of operational efficiency. Reid emphasizes the need for continuous innovation and adaptation in the insurance industry. Challenges and Opportunities Reid discusses the challenges faced in the insurance industry, such as the need for better data management and the potential of AI and other technologies to transform business operations. He does not see AI replacing agents and brokers because of the way relationships are so critical to the work they do, but does see areas will it will have great impact, especially for work that has shifted to lower cost locations globally. Future Outlook The video concludes with a forward-looking perspective on the insurance industry, highlighting the importance of evolving and iterating on business models to stay competitive. Conclusion Reid shares his unique vantage point in the industry, bridging the gap between traditional agency operations and modern technological advancements. The discussion underscores the dynamic nature of the insurance industry and the continuous need for innovation. This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

Just a quick note that we are taking a short break for a couple of weeks to enjoy the summer, but the rest of Season 7 will be back soon! In the meantime, this is a great opportunity to catch up on the back catalogue of the show, or get The Future of Insurance books from Audible to keep listening to inspiring stories of how companies in the insurance industry are overcoming challenges, innovating and evolving. Just visit www.future-of-insurance.com or search for The Future of Insurance on Audible or Amazon.

Episode Info Mary Boyd is a seasoned senior executive with over 30 years of experience leading businesses through transformative phases in their history that span invention, renovation, integration and rebuilding. Beyond her reputation for building, revitalizing, and integrating businesses, Mary has a proven track record of successfully translating strategic vision into reality. Her career is distinguished by spearheading large-scale operational, technological, and team transformations, driving significant growth and innovation across organizations. Mary’s success lies in her ability to blend innovation with an agile approach, excelling at both seeing the big picture and identifying strategic opportunities in the finer details. Since 2006, Mary has held CEO, President and division leadership roles, consistently improving net income by optimizing channel economics, fostering best-in-class partnerships, building high-performance teams, and advancing operational excellence.  Mary currently serves as Chief Executive Officer of Hiscox USA, leading the business through its next phase of growth and commitment to supporting the small business landscape. In her role, Mary oversees the financial operations of Hiscox USA’s nearly $1 billion commercial property and casualty business. She collaborates closely with her teams to drive near-term profitable growth while implementing a strategic vision that will markedly expand their reach to more of America’s entrepreneurs. Mary joined Hiscox from Plymouth Rock Assurance Corporation, where she served as President and CEO of their Independent Agency Group, overseeing personal insurance and commercial auto businesses. Before that, she led Hartford’s personal lines Direct-to-Consumer and Agency channels, following 15 years in high-net-worth personal lines. Mary began her insurance career at Chubb as an actuarial trainee, progressing through roles in Product and Pricing. She ultimately launched the Predictive Analytics practice for Chubb’s Personal Lines division and later spent five years at ACE (now Chubb), where she served as President of their Private Risk Services division.  Mary earned her Bachelor of Arts degree in Applied Mathematics and Economics from Rutgers University. As a coach of youth sports, ambitious professionals, and entrepreneurs  Episode Highlights Introduction and Background Mary shares her experience and background in the insurance industry, highlighting her 30-year career and her role at Hiscox USA. Hiscox USA, part of a long-standing London-based company, started its operations in the US in 2006. Business Model and Growth Hiscox USA has transformed the small commercial business sector by offering online binding and digital partnerships, expanding its business to nearly a billion dollars. The company operates as an omnichannel business, engaging in direct sales, digital partnerships, and wholesale brokerage. Challenges and Opportunities The conversation touches on the challenges small business owners face, such as being underinsured, and how Hiscox aims to support them through education and tailored insurance solutions. The company is focused on being a leading insurer for entrepreneurs, emphasizing the need for holistic support beyond just sales. Innovation The discussion emphasizes the importance of AI and advanced tools in improving underwriting and efficiency across the insurance value chain. Hiscox has partnered with Google to leverage AI for better underwriting and insights. Future Outlook Mary discusses the future of Hiscox, highlighting the integration of data and analytics to enhance product offerings and maintain competitivenes. The company aims to continue its growth by being a better partner and protector for businesses, focusing on insights and protection rather than just speed. This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

Episode Info As innovation continues to change at a relentless pace, cutting through a noisy marketplace has never been more essential. Such change brings exciting opportunities but also potential risks. Solve the right issues with the right tech, and you can bolster bottom lines and future-proof operations. Identify the wrong challenges and the wrong technology, and you risk trust, reputation, and even market share. Learn how to identify the right opportunities with MetLife's Bill Pappas in this episode from our conversation on the main stage at ITI NYC 2025 session, 'From Enable to Empower: Harnessing Technology to Drive Business Growth.' Join us as Bill outlines the innovations that help shape MetLife's strategy and how his team has evolved tech deployment from an enabler to an empowerer of business growth. Episode Summary The episode discusses the evolving role of technology and AI in business operations, particularly at MetLife. Bill Pappas, a leader in technology and operations, highlights the integration of traditional technology with client experience and operational processes. He emphasizes the importance of adapting to rapid technological changes and the need for new execution playbooks, as traditional methods become obsolete quickly. The discussion also covers the balance between human and AI collaboration, suggesting that while AI presents significant opportunities, humans will continue to play a crucial role, especially in areas requiring critical thinking. Bill stresses the importance of a commercial mindset for business leaders, understanding both the financial aspects and the competitive landscape. Furthermore, the Bill addresses the challenges of digital transformation, noting that many companies struggle with integrating new tools into existing ecosystems due to legacy technical debt and fragmented data. He advises business leaders to focus on the value proposition of new technologies and ensure their data is fit for purpose. Role of Technology and AI: Exploration of how technology and AI are transforming business operations at MetLife. Integration of traditional technology with client experience and operational processes. Adapting to Technological Changes: Importance of adapting to rapid technological advancements. Need for new execution playbooks as traditional methods become quickly outdated. Human and AI Collaboration: Discussion on the balance between human roles and AI capabilities. Emphasis on the continued importance of human involvement in areas requiring critical thinking. Commercial Mindset: Importance of a commercial mindset for business leaders. Understanding financial aspects and the competitive landscape. Challenges of Digital Transformation: Challenges companies face with digital transformation. Issues with integrating new tools due to legacy technical debt and fragmented data. Focus on Value Proposition: Advice for business leaders to focus on the value proposition of new technologies. Ensuring data is fit for purpose to maximize technology benefits.   This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

Episode Info Chris Merideth is a seasoned insurance industry professional, public policy strategist, and Republican candidate for Oklahoma Insurance Commissioner in 2026. With a career spanning agency operations, catastrophe response, and legislative advocacy, Chris brings a rare 360-degree view of the insurance ecosystem—having worked with agents, adjusters, consumers, and lawmakers from across the country. Currently serving in government affairs for a major national carrier, Chris has been on the front lines of some of the most pressing issues facing the market: skyrocketing premiums, litigation abuse, disappearing availability, and the urgent need for property resilience in a high-risk state like Oklahoma. Chris’s campaign is built on grassroots leadership, free-market reform, and a clear promise: make insurance work for people again. His bold policy agenda includes reducing reinsurance pressure, incentivizing fortified home construction, streamlining regulatory red tape, and launching transparency tools like a Prior Authorization Report Card and a Claims Complaint Scoreboard. Known for his energy, grit, and straight talk, Chris is leading a grassroots movement of agents and consumers to restore trust and accountability in the insurance system—before it’s too late. Follow his campaign at www.ChrisMeridethForOK.com Episode Summary The video features a conversation with Chris Meredith, a candidate running for the position of Commissioner of Insurance in Oklahoma. The discussion centers around the challenges and solutions related to insurance and fortified homes in the state. Here are the key points covered in the video: Background and Motivation: Chris emphasizes that their campaign is not about politics but about protecting people and doing the right thing. He has extensive experience in the insurance industry, having worked across various states and attended national meetings. Insurance Challenges: There is a nationwide issue with insurance affordability, where people struggle to afford insurance, and carriers find it economically challenging to provide coverage. The frequency and severity of storms, particularly hailstorms, are increasing, making it more likely for homes to be hit. Fortified Homes Initiative: Chris advocates for fortified homes, which are designed to withstand severe weather conditions. This includes using hail-resistant shingles and securing roof decking. They highlight the success of similar programs in Alabama and stress the need for Oklahoma to adopt these best practices. Legislative and Grassroots Efforts: Chris discusses the importance of legislative changes and grassroots efforts to push for fortified home initiatives. He emphasizes collaboration over conflict, urging local agents, roofers, and contractors to work together to influence legislative priorities. Future Plans and Commitment: Chris is committed to implementing these initiatives if elected, drawing on private funding and legislative support. He expresses a personal connection to the cause, having witnessed the impact of insurance in disaster recovery. OverallOverall, the interviedw highlights Chris's vision for improving insurance practices in Oklahoma through fortified homes and collaborative efforts. This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

Episode Info Over the last decade, the insurtech landscape has rapidly evolved, transitioning from a space dominated by startups innovating at the fringes to becoming a thriving industry amassing huge investment and innovation. But how did we get here, and more importantly, where do they go next? Hippo CEO, Rick McCathron, joins Bryan Falchuk for this conversion, titled, "A Decade of Insurtech: From Startup to Success Story in 10 Years," recorded live from the main stage of ITI NYC 2025. Rick reflects on a decade of progress at Hippo, exploriing the strategies that have propelled insurtechs from industry disruptors to established market players, offering insights into what it takes to scale, sustain growth, and maintain operational excellence. Episode Summary This episode provides insights into effective sales and networking strategies for those selling to insurance companies. It challenges conventional sales tactics and emphasizes the importance of personalized and informed approaches. Industry Challenges and Adaptation Rick emphasizes the dynamic nature of the business world, noting that successful companies are those that can pivot and adapt quickly to new learnings, data, and shifts in consumer appetites. He shares insights on the importance of making decisions with imperfect information and the need to adjust those decisions as more information becomes available. Financial Performance and Future Outlook Hippo has successfully met and exceeded its financial metrics, and Rick expresses confidence in the company's ability to continue this trend. He mentions an upcoming presentation to the investment community to outline their future plans. Customer Experience and Industry Transformation The discussion touches on the need for the insurance industry to improve customer experience, drawing parallels to Amazon's customer-centric approach. Despite progress, Rick believes there is still room for improvement. Transparency and Management Rick highlights the importance of transparency and ownership in management, acknowledging past mistakes and the need for change. He credits Hippo's management team for their ability to adapt and overcome challenges. Collaboration and Industry Opportunities The conversation also covers the need for collaboration within the industry, emphasizing that there is ample opportunity for different companies to succeed without a winner-takes-all mentality. OverallThe interview provides a comprehensive look at Hippo Insurance's strategies, challenges, and future plans, along with broader insights into the insurance industry's evolution. This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.