AI, CX, and the Insurance Revolution: Insights from Industry Leaders with Anthony O’Donnell
Release Date: 12/11/2024
Leading Change in Underwriting with Andrew Kramer, M Financial Group
Life Accelerated
In this episode of Life Accelerated, host sits down with , VP and Head of Underwriting Risk & Innovation of M Financial Group, to discuss how innovation is reshaping underwriting and risk management in life insurance. Andrew breaks down the innovative steps M Financial Group is taking to streamline underwriting processes, from embracing electronic health records to championing industry-wide data standardization. He shares how the company is tackling the challenges of high-net-worth insurance, balancing risk-sharing with the need for personalized service. This conversation provides...
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Building a Future-Ready Insurer with Michael New, ClearView
Life Accelerated
In this episode of Life Accelerated, host Olivier LaFontaine sits down with , Chief Technology Officer at ClearView, to explore the realities of large-scale digital transformation in life insurance. Michael shares his experiences leading ClearView’s migration to a modern policy admin platform, tackling legacy system challenges, and ensuring data readiness for a seamless transition. As an ultra-marathon runner, he draws compelling parallels between endurance sports and the long, strategic journey of digital modernization. From navigating data complexities to redefining the advisor...
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Meet the New Host of Life Accelerated, Olivier Lafontaine
Life Accelerated
In this episode of Life Accelerated, host Anthony O’Donnell introduces , Equisoft’s Chief Product Officer, as the new host of the podcast. Olivier shares his perspective on the unique challenges facing life insurance carriers, from navigating 20-year transformation timelines to achieving vendor independence and embracing generative AI. He highlights how low-code/no-code solutions and modernizing legacy systems play a pivotal role in helping carriers adapt to market shifts and regulatory changes while maintaining long-term operational stability. Listeners will hear Olivier’s vision...
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AI, CX, and the Insurance Revolution: Insights from Industry Leaders with Anthony O’Donnell
Life Accelerated
In this special episode of Life Accelerated, host Anthony O'Donnell revisits thought-provoking conversations with some of the most influential leaders in the life insurance industry during 2024. These discussions delve into the accelerating pace of technological change and its profound impact on customer expectations, operational efficiency, and employee engagement. Through these dialogues, the episode examines how insurers are redefining traditional practices to address the shifting demands of the industry while staying true to their core mission of supporting policyholders and their...
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Revolutionizing Insurance Operations with AI with Karen Leggett, Manulife
Life Accelerated
In this episode of Life Accelerated, host Anthony O’Donnell sits down with Global Chief Marketing Officer at Manulife, for an insightful look into how AI and digital transformation are reshaping the insurance landscape. With a rich background spanning top leadership roles in banking and insurance, Karen shares how she’s leading a customer-centric revolution, integrating AI, advanced analytics, and innovative technology to enhance customer experiences and streamline operations. Karen discusses Manulife's strategic approach to AI, sharing transformative projects like their internal AI...
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Unlocking the Potential of AI for Life Insurance Leaders with Richard Wiedenbeck, Ameritas
Life Accelerated
In this episode of Life Accelerated, host Anthony O’Donnell brings you an illuminating conversation with , Chief AI Officer at Ameritas. With a wealth of experience in the life insurance and technology sectors, Richard has seamlessly transitioned from his role as CIO to his pioneering position as Chief AI Officer. This title alone signifies Ameritas's progressive strides in adopting artificial intelligence. Richard's background makes him an authoritative voice in discussing the digital transformation landscape within the life insurance industry. This episode offers a deep dive into how...
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Promoting Long, Healthy Lives Through Digital Transformation with Jean Olive, John Hancock
Life Accelerated
Host Anthony O'Donnell sits down with , CIO of , to discuss the company's impressive journey towards digital transformation and its focus on enhancing customer experience. Jean shares her engineering background and diverse industry experience, discussing John Hancock’s mission to promote long, healthy lives through innovative initiatives like vitality behavioral insurance. The discussion covers the significant role of AI and data-driven strategies in revolutionizing underwriting, sales applications, and overall customer satisfaction. In this episode, listen to how John Hancock is...
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Staying Customer Focused in Digital Transformation with Niki Manby, Mutual of Omaha
Life Accelerated
Host Anthony O'Donnell welcomes , Chief Strategy and Innovation Officer at to share the remarkable journey of the company’s digital transformation that has boosted the success of the company. Niki shares her extensive experience in financial services and fintech, showcasing how she's driving change and ensuring the company remains competitive and customer-focused. They explore the unique challenges of the insurance sector, the impact of agile methodologies, and the potential of emerging technologies such as AI to revolutionize the industry. In this episode, you’ll hear...
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Connectivity Initiatives That Create Seamless Digital Integration with Dora Clements, Unum
Life Accelerated
Great leaders in digital innovation often start their journey in diverse fields. is an exceptional leader at Unum whose impressive journey from entertainment law to overseeing transformative initiatives at the 175-year-old company is a testament to the potential for multidisciplinary approaches in driving organizational change. Host Anthony O’Donnell speaks with Dora, the Senior Vice President of Transformation, in this episode about how Unum is leveraging digital technologies to transform its operations, enhance customer experiences, and stay competitive in the ever-evolving life insurance...
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Simplifying Life Insurance Through Digital Transformation with Nick Rohan and Kevin Cummer, TruStage
Life Accelerated
Host Anthony O'Donnell welcomes back , Director of Life Products, and , Director of Partner Management at TruStage Insurance to share the remarkable journey of TruStage’s digital transformation, which has not only redefined their brand but also set new benchmarks in the insurance industry. Kevin and Nick take us through the evolution of TruStage, from its roots as CUNA Mutual Group, primarily serving credit unions, to its current position as a major player in the direct-to-consumer insurance market. They discuss the strategic rebranding of TruStage and how it has unified its offerings under...
info_outlineIn this special episode of Life Accelerated, host Anthony O'Donnell revisits thought-provoking conversations with some of the most influential leaders in the life insurance industry during 2024. These discussions delve into the accelerating pace of technological change and its profound impact on customer expectations, operational efficiency, and employee engagement. Through these dialogues, the episode examines how insurers are redefining traditional practices to address the shifting demands of the industry while staying true to their core mission of supporting policyholders and their families.
Featured voices such as Dora Clements of Unum, Mike Mead of CNO Financial Group, and others share valuable insights on navigating digital transformation, leveraging generative AI, and fostering a balance between cutting-edge technology and personal connection. With perspectives on empowering employees, meeting customer needs, and embracing innovation responsibly, this episode paints a compelling picture of how the industry is positioning itself for success in 2025 and beyond.
Key Takeaways:
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Automation should complement but never replace the value skilled human interactions bring to the insurance process.
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Consumers and employees expect seamless, user-friendly digital experiences - meeting these expectations requires companies to overcome challenges with legacy systems while leveraging new tools.
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Fear of new technologies replacing jobs can be mitigated by involving employees in their adoption.
Jump Into the Conversation:
(00:00) Introduction
(01:18) What stays the same while companies evolve
(03:11) Insurance companies are doing great things with technology
(04:38) Clarifying what AI is and is not good
(05:57) The tandem match of high-tech and high-touch
(07:26) Addressing the myth that AI threatens job security
(08:15) Important industry trends that will continue into 2025
Resources:
Connect with Dora Clements: https://www.linkedin.com/in/dora-clements-6385422b/
Connect with Mike Mead: https://www.linkedin.com/in/mikemead/
Connect with Niki Manby: https://www.linkedin.com/in/nikimanby/
Connect with Jennifer King: https://www.linkedin.com/in/jennifer-king-63b4893/
Connect with Karen Leggett: https://www.linkedin.com/in/leggettkaren/