Episode Info

Neil Harrison joined Willis in April 2024. He is Global Head of Claims, and a member of the company's Global Executive Team. Neil is based in New York. At Willis, Neil oversees all aspects of the company's claims propositions, services and solutions and participates in client, carrier management and innovation activities. Neil leads a group of 1400 claims professionals across all geographies, all lines of business and all client segments. The breadth and depth of Neil's role illustrate the importance Willis places on claims within the company's client and market facing propositions.

Prior to joining Willis, Neil spent over 30 years at Aon and predecessor companies, serving in a series of global leadership roles across many aspects of the business. Neil was Global Chief Claims Officer at Aon from 2018 until joining Willis in 2024. His previous Aon roles included senior roles in client leadership, broking, risk consulting and risk technology activities.

Neil started his career in London, and has at various times been based in Rotterdam, Chicago and New York. He has worked with clients and insurers around the world and has spoken at numerous industry events and conferences in, amongst other locations, US, UK, Australia, Canada, China, Colombia, Guatemala, India, Japan, Panama, Belgium, France, Germany, Netherlands, Spain, Singapore, South Korea, Sweden, Hong Kong, Philippines, Italy, Turkey, Argentina, Brazil and South Africa.

Episode Overview:

• Claims as a Client-Facing Function: Willis views claims not as an operational back-office function, but as a crucial client-facing element that drives market propositions. This client-centric approach emphasizes achieving positive client outcomes.

• The Broker's Role in Placement: The claims organization plays a vital role in placement strategy by assessing carrier performance and ensuring the efficacy of policy wordings. This proactive approach helps avoid disputes and ensures clarity for clients.

• Navigating Complex Risks: The discussion highlights the increasing complexity of risks, driven by factors like climate change, cyber threats, and geopolitical instability. Harrison emphasizes the need for specialized expertise and a holistic view to manage interconnected risks.

• The Art and Science of Claims: Effective claims handling requires a blend of technical knowledge and "art," including empathy, relationship management, and clear communication. This human element remains critical, even with the advent of AI.

• AI's Evolving Role: While AI offers potential for efficiency and automation, its application in complex claims needs careful consideration. The focus remains on how AI can augment human expertise and improve client outcomes, rather than replacing them entirely.

• Client Lens and Outcomes: The overarching principle for Willis's claims team is the "client lens," ensuring all actions directly impact client outcomes, both financially and through superior service standards.

• Future Horizons: Looking ahead, the conversation touches upon the interconnectedness of global risks, the challenges of scaling specialization, and the evolving nature of insurance in response to technological advancements and geopolitical shifts.

• The Importance of Collaboration: A key theme is the need for collaboration between brokers, insurers, and clients, particularly in understanding how various policy wordings interact and ensuring comprehensive coverage for complex, multi-layered risks.

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

With nearly 15 years of insurance industry experience, Joe Ziolkowski has navigated both US and non-US regulatory environments in the establishment of Property & Casualty and Life insurance company infrastructure.

In 2019, Joe founded Relm Insurance, Ltd. the first insurer licensed under the Bermuda Monetary Authority's new "innovation" framework. Under his leadership, Relm has become the leading insurer to companies operating in the digital asset/Web3 space and has provided insurance to companies in more than 35 countries around the world. Relm has pioneered the development of innovative insurance products including coverage for staking/slashing events, property exposures for Bitcoin miners, directors and officers liability insurance for token issuers and smart contract failure.

In 2024, Joseph spearheaded Relm's expansion into the MENA region through a strategic partnership with Liva Group, enabling the launch of tailored insurance products for businesses in the Web3, AI, and space economy sectors across the UAE, Bahrain, Oman, Saudi Arabia, and beyond. Relm now operates through its Dubai-based affiliate with a Category 4 license from the Dubai Financial Services Authority (DFSA), and approval by the Central Bank, marking a pivotal step in the company's global growth strategy. This move reinforces Relm's position as a go-to insurer for emerging industries underserved by traditional insurance markets.

Joseph holds a BS in Management & Business from Skidmore College and carries the CPCU (Chartered Property Casualty Underwriter) and Associate in Underwriting Management designations from The Institutes.

Episode Overview:

1. Foundation and Vision of Relm Insurance:

   • Relm Insurance was founded to address the gap in the insurance industry for innovative sectors. Joe emphasizes the company's vision of making innovation resilient.

2. Challenges in the Insurance Industry:

   • The episode discusses the slow pace of innovation in the traditional insurance market and the need for companies like Relm to support emerging sectors.

   • Joe highlights the challenges of underwriting for new and innovative sectors, which require a unique approach.

3. Relm's Approach and Strategy:

   • Relm's strategy involves deep engagement with clients to understand their needs and tailor insurance products accordingly.

   • The company uses its differentiated risk appetite to support sectors like digital assets and advanced technologies.

4. Cultural Insights:

   • Joe discusses the importance of a learning culture at Relm, where employees are encouraged to continuously learn and adapt.

5. Industry Evolution:

   • The conversation touches on the need for the insurance industry to evolve and respond to new economic challenges and innovations.

Conclusion:

• Joe expresses hope that Relm's efforts will push the insurance industry to better respond to innovation, ensuring that insurance remains a key enabler of progress.

• The episode concludes with Joe's optimistic outlook on the future of the insurance industry and the role of companies like Relm in leading the charge.

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

William Pitt is the executive director of FASE (Fédération des Agences de Souscription Européennes), an association founded to address a widely recognized need for a pan-European body to represent Europe's fast-growing, but little understood, MGA sector.

Prior to establishing FASE in 2025, William led research and consulting projects at Lexicon Associates and Conning. He is the author of The MGA Revolution: How MGAs are reshaping the insurance value chain, published by Lexicon Associates in November 2024. He previously led consulting initiatives for Conning in the United States and was the author of Conning's annual MGA studies.

Prior to joining Conning in 2021, he served for twelve years as global chief marketing officer at Beazley. Earlier in his career, he held senior marketing and business development roles at Marsh & McLennan Companies and Lloyd's.

William has written extensively on insurance for publications including the Wall Street Journal, Harvard Business Review, Institutional Investor, the Insurer, and Corriere della Sera. He is the author of More Equal than Others: A Director's Guide to EU Competition Policy, published by Director Books.

Episode Overview:

Background and Career

• William Pitt shares his journey in the insurance industry, emphasizing his involvement in the delegated authority market and the MGA sector. He discusses his roles at Conning and Lexicon Associates, where he focused on research and consulting.

FASE and Its Mission

• Pitt explains FASE as a federation of MGAs, capacity providers, and service providers, aiming to support the entire delegated authority ecosystem. He compares it to the successful Target Markets organization in the US.

The Role of Technology and Talent

• The discussion highlights the importance of technology and talent in the MGA space. Pitt notes the migration of talent to MGAs and the role of technology in enabling these businesses to operate more efficiently.

Challenges and Opportunities in the MGA Market

• Pitt addresses the challenges of integrating new technologies into established carriers and the opportunities for MGAs to be more adaptable and nimble. He also discusses the evolving landscape in Europe and the potential for growth.

The Future of MGAs in Europe

• The conversation turns to the future of MGAs in Europe, with Pitt expressing optimism about the growth and internationalization of MGAs. He emphasizes the need for MGAs to navigate regulations and access capacity providers.

Conclusion

• The interview concludes with Pitt's insights on the unique moment for the MGA space in Europe and the exciting opportunities ahead.

Key Takeaways

• • FASE aims to support the MGA ecosystem by fostering collaboration and innovation.

  • Technology and talent are crucial drivers of success in the MGA market.

  • The MGA sector is poised for significant growth, particularly in Europe, as it adapts to new challenges and opportunities.

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 the president of Personal Lines at Nationwide, Casey Kempton is responsible for all aspects of the business including product, underwriting, sales and distribution, claims and services. Her organization focuses on delivering effortless, personal and reassuring experiences for distribution professionals and customers who value protection and service.

Casey previously served as the executive vice president, digital business officer at Chubb where she was responsible for small business revenue generation, agency experience and the build of digital acquisition channels via direct-to-consumer affinity partnerships, eBrokers and agent-carrier connectivity.

Prior to Chubb, she led the personal lines agency channel at The Hartford including oversight of field sales performance, distribution strategy, marketing and product portfolio management. She also spent time with the ACE Group accountable for global personal and commercial lines as well as leading the operations and information technology for the Latin America region. Casey's early career included working on P&C strategic initiatives across the insurance value chain at The Hartford.

A graduate of the University of Connecticut, Casey holds Bachelor of Arts degrees in Cognitive Anthropology and English. She also has two patents in her name relating to homeowners insurance rating.

Episode Overview:

Casey shares her expertise and vision for the future of personal insurance lines, discussing the evolving landscape of the industry and the innovative strategies Nationwide is implementing to stay ahead.

Key Topics Discussed:

1. Introduction to Casey Kempton:

   • Casey introduces herself and her role at Nationwide, where she oversees Auto, Home, Umbrella, and other personal lines.

   • She shares her journey and experiences since taking on the role in February 2024.

2. Customer-Centric Approach:

   • Nationwide's strong focus on customer satisfaction and building robust relationships with distribution partners.

   • The importance of understanding customer needs and providing tailored insurance solutions.

3. Predict and Prevent Strategy:

   • Discussion on the "Predict and Prevent" initiative, which aims to mitigate risks before they occur.

   • How this strategy is reshaping the insurance landscape by focusing on prevention rather than just compensation.

4. Technological Advancements:

   • The role of AI and data in enhancing pricing sophistication and service delivery.

   • The impact of telematics and connected technologies in personal lines insurance.

5. Industry Challenges and Opportunities:

   • Navigating the complexities of personal lines insurance, including risk management and loss prevention.

   • The evolving consumer mindset towards insurance as a necessary investment rather than a mere obligation.

6. Future Outlook:

   • Casey's vision for the future of insurance, emphasizing the need for continuous innovation and adaptation.

   • The potential for growth in embedded insurance and partnerships with OEMs.

Conclusion:
Casey Kempton provides a comprehensive overview of the current state and future direction of personal lines insurance. Her insights into Nationwide's strategies and the industry's evolution offer valuable perspectives for anyone interested in the future of insurance.

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

Jim has over thirty years of experience in the insurance and insurtech industries, with a proven track record of success in leading and growing companies. In Jim's previous role as CEO of bolt Solutions Inc, he grew the company's revenue and oversaw the transformation of its business model, enabling the company to grow and scale quickly and efficiently. He has extensive experience creating unparalleled business success in the insurance and insurtech space, administering pragmatic and analytical decisions in high-pressure environments. His enthusiasm for embracing cutting-edge technologies and fostering a culture of innovation aligns perfectly with MISSON's transformative and forward-thinking core values.

Episode Overview:

In this engaging episode of The Future of Insurance, we sit down with Jim Dwane, CEO of Mission, recorded live at ITC Vegas 2025. Jim shares his insights on the evolving landscape of the insurance industry and how Mission is at the forefront of this transformation.

Key Discussion Points:

Jim Dwane's Background:

• Jim discusses his extensive career in the insurance industry, having spent two-thirds of it with major carriers like Travelers and AIG before venturing into the insuretech space in 2017.

Mission's Role and Vision:

• Mission is described as a program administrator that builds de novo programs, focusing on finding exceptional underwriters and providing them with the opportunity to become entrepreneurs.

• The company acts as an incubator and accelerator for MGUs (Managing General Underwriters), emphasizing a technology-first approach.

Strategic Advisory and Support:

• Mission provides strategic advisory services, helping underwriters manage aspects beyond underwriting, such as capital management, marketing, and compliance.

• The company supports its partners with administrative, operational, and technological infrastructure.

Industry Trends and Future Outlook:

• Jim highlights the rapid growth of the program space within the insurance industry and the importance of speed and innovation.

• The discussion touches on the strategic use of technology to accelerate industry transformation.

Mission's Partnerships:

• Mission collaborates with multiple capacity partners, including its parent company, Accelerant, to ensure a robust support system for its MGUs.

Conclusion:
Join us for this insightful conversation with Jim Dwane as we explore the future of insurance and how Mission is paving the way for innovation and growth in the industry. Whether you're an industry veteran or new to the field, this episode offers valuable perspectives on the dynamic changes shaping the insurance landscape.

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.