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Bringing together the best technology and innovation for insurance and risk management together from around the world. Podcast hosted by Matthew Grant.
Episodes
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In this episode, we revisit a live panel discussion from last year’s Agentic AI event, moderated by Robin Merttens featuring Ian Thompson of IMT Advisory, Sasha Haco, Co-founder and CEO of Unitary, Dr Paul Dongha from NatWest Group, and Nick Williams-Walker, Group COO at McGill and Partners.
Recorded at a moment when Agentic AI was beginning to dominate conversations across insurance, the discussion explores what the industry might look like three to five years into widespread AI adoption — and what it will take to get there.
The panel examines where insurers are already deploying AI agents, from claims investigations and underwriting support to real-time risk analysis and customer servicing. But alongside the optimism sits a more cautious conversation around governance, regulation, data complexity and the growing gap between experimentation and operational reality.
Throughout the discussion, there is a recurring tension between ambition and execution. Some panellists argue the winners will be organisations willing to move quickly with focused, incremental deployments. Others warn that poorly governed AI systems, unrealistic expectations and “fear of missing out” decision-making could create entirely new risks for the sector.
The conversation also raises broader questions about how insurance itself may evolve as AI capabilities mature — from the rise of highly automated brokers and MGAs to changing expectations around service, talent and human expertise.
With InsTech and AI Risk returning on 7 July for this year’s expanded Agentic AI event in London, this episode offers a useful opportunity to look back at the predictions, concerns and opportunities shaping the conversation just one year ago.
In this conversation, the panel discusses:
- Where insurers are already deploying AI agents across underwriting, claims and servicing
- Why governance and human oversight remain critical in regulated industries
- The operational challenges of implementing AI at scale inside large organisations
- Whether Agentic AI will augment teams or significantly reduce operational headcount
- How leadership, culture and change management will influence adoption
- Why incremental deployment may outperform large transformation programmes
- The growing importance of AI governance, accountability and security controls
- How customer expectations and service models could evolve over the next five years
- Why talent shortages may accelerate demand for AI-enabled workflows
- Which organisations are most likely to benefit from the next wave of insurance innovation
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Sunday May 03, 2026
Sunday May 03, 2026
In this episode, Matthew Grant is joined by Carrie Thomas, Account Director at Datos Insights, for a deeply personal look at what happens when insurance risk becomes a lived reality.
Having spent years working closely with insurers, Carrie brings a rare dual perspective, both as an industry insider and as a homeowner navigating one of the most challenging insurance markets in the world. After relocating from the Carolinas to Florida, she found herself caught in a system where cover is not only harder to access, but increasingly difficult to justify.
The conversation centres on her experience trying to secure homeowners and flood insurance in a state where carriers are withdrawing, pricing is volatile and eligibility rules create unexpected gaps. Despite not being in a designated flood zone, Carrie faced rising premiums, limited options and ultimately the decision to go without flood cover altogether.
Set against the backdrop of Hurricanes Helene and Milton, she shares what it is like to experience storm risk first-hand, from uncertainty around evacuation to the aftermath of storm surge and its impact on communities.
At the heart of the episode is a difficult but important question: when the cost of protection continues to rise, how do individuals, insurers and governments respond?
In this conversation, Carrie shares:
- Why insurers are pulling back from markets like Florida and what that means for customers
- How flood risk, eligibility and pricing can create unexpected protection gaps
- What it feels like to navigate insurance decisions during active hurricane seasons
- The trade-offs between state-backed cover and private market alternatives
- Why insurance costs are becoming a key driver in relocation decisions
- How catastrophe events are reshaping perceptions of risk at a household level
- Why improved data does not automatically lead to more affordable insurance
- How initiatives like Elevate Florida are attempting to adapt to increasing flood exposure
- What insurers are focusing on as they balance claims pressure with long-term sustainability
Carrie’s recommendations:
- Podcast: The Rest is History
- Book: Millennium by Tom Holland
If you like what you’re hearing, please leave us a review on whichever platform you use or contact Matthew Grant on LinkedIn.
Sunday Apr 26, 2026
Sunday Apr 26, 2026
Introduction
In this episode, Robin Merttens is joined by Max Richter, EMEA CEO and Global Growth Leader at the mea Platform, to explore why AI in insurance is finally moving from theory into real operational impact.
After years advising insurers on transformation at Accenture, Max made the shift to building technology inside the workflows he once analysed. His view is clear: the industry doesn’t need more AI strategy, it needs systems that actually execute work.
The conversation focuses on a fundamental shift, from using AI to generate insights to using it to get work done. From underwriting to claims and servicing, the opportunity is no longer about reading data faster, but about automating the workflows that sit behind it.
Max also shares why previous waves of automation fell short, what’s changed in the technology landscape, and why this moment feels different. With stronger models, better integration and growing cost pressure, AI is becoming an operating model question, not just a technology one.
In this conversation, Max shares:
- Why the industry is moving from AI experimentation to execution
- The shift from automating tasks to automating entire workflows
- Why “ingestion” is only the starting point, not the end goal
- Where AI agents are already delivering real impact in underwriting and claims
- How incumbents and new entrants are approaching adoption differently
- Why starting with a clear pain point is key to scaling AI successfully
- The difference between AI theatre and production-grade outcomes
- Why collaboration with underwriters and operations teams is becoming essential
If you like what you’re hearing, please leave us a review on whichever platform you use or contact Robin Merttens on LinkedIn.
Sign up to the InsTech newsletter for a fresh view on the world every Wednesday morning.
Sunday Apr 19, 2026
Sunday Apr 19, 2026
Introduction
In this episode, Matthew Grant speaks with Mark Cunningham, Managing Director at PriceHubble, about how insurers can move from fragmented data to genuinely informed decision-making.
Despite decades of investment in data and analytics, many insurers still lack a clear understanding of the assets they are covering. Mark offers a candid view of where the real problems lie, and why improving outcomes starts not with more data, but with better data.
He introduces a simple but powerful framework, seeding, signalling and selling, which reframes how insurers should approach risk. From establishing a reliable baseline of what is actually on risk, to identifying meaningful signals and acting on them, the model highlights the gaps that continue to hold the industry back.
The conversation explores the practical challenges of property data, including inconsistent addressing standards and the underuse of unique identifiers such as UPRNs. Mark explains how solving these foundational issues unlocks a far richer understanding of exposure, enabling insurers to assess risk with far greater precision.
Looking ahead, the discussion turns to emerging pressures. Mark shares analysis suggesting that up to 500,000 UK properties could become effectively uninsurable within the next decade due to the combined impact of flood and subsidence. It is a stark example of how climate risk is becoming financially visible and why insurers need to rethink how they model long-term exposure.
The episode also highlights missed opportunities across the wider financial ecosystem. Despite working with similar data, insurers and mortgage lenders remain poorly aligned, creating friction in customer journeys and limiting the potential for more integrated risk assessment.
Mark also reflects on where generative AI is already making a difference, from reactivating historical leads to improving customer interactions and product recommendations. The impact is less about transformation and more about strengthening existing processes in practical, measurable ways.
At the heart of the discussion is a consistent theme: better decisions depend on better foundations, and the industry still has work to do to get the basics right.
In this conversation, Mark shares:
- Why data in insurance is either useful or useless, and the risks of relying on anything in between
- How the seeding, signalling and selling framework helps structure better risk assessment
- Why many insurers still do not fully understand what they have on risk
- How UPRNs can act as a common language for property data, and why adoption remains limited
- What new data sources are revealing about construction risk and evolving exposures
- How combining climate perils and property economics points to a growing insurability challenge
- Why insurers and mortgage lenders are still not aligned, and what that means for customers
- Where generative AI is delivering practical value today across operations and distribution
Mark’s recommendation:
- Book: The Miracle of Castel di Sangro by Joe McGinniss
If you like what you’re hearing, please leave us a review on whichever platform you use or contact Matthew Grant on LinkedIn.
Sign up to the InsTech newsletter for a fresh view on the world every Wednesday morning.
Sunday Apr 12, 2026
Sunday Apr 12, 2026
Introduction
In this episode, Matthew Grant speaks with Rachel Delhaise, Chief Sustainability Officer at Convex, about what climate sustainability really looks like inside a modern insurance business.
While attention may have shifted elsewhere, the underlying challenges have not gone away. Rachel offers a clear view of how insurers are continuing to respond through underwriting decisions, risk modelling and long-term investment thinking.
Rachel joined Convex in the early stages of the business to build its sustainability approach from the ground up. Her role spans three core areas: identifying opportunities in the transition, strengthening how climate risk is understood and managed and supporting cutting-edge carbon science research. Together, these reflect a broader shift in how insurers are positioning themselves as active participants in enabling change.
The conversation explores how insurance is supporting emerging technologies such as carbon capture and storage, where underwriting plays a critical role in making projects viable. Rachel also shares how the industry is approaching increasingly complex risks, from wildfire to flood, in a world where historical data is no longer a reliable guide.
Drawing on her experience across underwriting, investment and industry collaboration, she explains why the fundamentals of risk still matter, even as new tools and models emerge. She also highlights the growing influence of insurance thinking across the wider financial system, as banks and investors begin to grapple with physical climate risk in more sophisticated ways.
At the heart of the discussion is a simple but important idea: insurance has a unique ability to enable progress, but only if it is brought into the conversation early and used intelligently.
In this conversation, Rachel shares:
- Why sustainability remains a core strategic priority, even as public attention fluctuates
- How insurers are supporting the transition through underwriting and investment, not just policy statements
- What it takes to insure emerging areas like carbon capture and storage
- Why pricing, rather than capacity, is often the real constraint in renewable energy insurance
- How insurers are adapting to climate risk with limited historical data
- Why understanding exposure and vulnerability is still fundamental to modelling future risk
- What the protection gap reveals about global resilience and economic stability
- How insurance expertise is shaping how banks and investors assess climate risk
- Why involving insurers earlier can significantly improve the success of large projects
Rachel’s recommendations
- Podcast: Fossil vs Future
- Book: The Ministry for the Future by Kim Stanley Robinson
If you like what you’re hearing, please leave us a review on whichever platform you use or contact Matthew Grant on LinkedIn.
Sign up to the InsTech newsletter for a fresh view on the world every Wednesday morning.
Sunday Apr 05, 2026
Sunday Apr 05, 2026
In this episode, Robin Merttens speaks with Sasha Haco, CEO and Co-founder of Unitary, about how AI is being applied in practical, high-impact ways across insurance operations.
Sasha’s route into the industry is far from typical. With a background in astrophysics and no prior experience in insurance, she set out to build something tangible using AI, focusing on real-world problems rather than theoretical ones.
What began as a mission to make the internet safer has evolved into a fast-growing platform that automates some of the most manual and time-consuming processes in insurance. From bordereaux handling to claims and policy administration, the focus is on removing repetitive work without requiring insurers to overhaul their existing systems.
Drawing on her experience building Unitary from the ground up, Sasha shares a clear and practical perspective on where AI is delivering value today, how insurers can get started quickly and what it takes to stand out in an increasingly competitive market.
At the heart of the discussion is a simple idea: meaningful progress often starts with tackling the most overlooked and operationally painful tasks.
In this conversation, Sasha shares:
- Why coming from outside insurance can unlock new ways of solving entrenched problems
- How virtual agents can replicate human workflows across legacy systems without integration
- Where insurers are seeing the fastest returns from automation today
- Why speed to ROI is becoming a defining factor in AI adoption
- How trust and customer outcomes are emerging as key competitive advantages
- What it takes to build and scale in a crowded AI landscape
- Why the biggest barrier to automation is often mindset, not technology
If you like what you’re hearing, please leave us a review on whichever platform you use or contact Robin Merttens on LinkedIn.
Sign up to the InsTech newsletter for a fresh view on the world every Wednesday morning.
Sunday Mar 29, 2026
Sunday Mar 29, 2026
In this episode, Matthew Grant and Robin Merttens hit the 400-episode mark and ask a slightly uncomfortable question: after all these conversations, are we still human or just very convincing AI?
What follows is a sharp, unscripted reflection on how the industry has evolved from early insurtech scepticism to today’s surge of enthusiasm around generative AI. But beneath the milestone moment is a more interesting story, how insurance has shifted from resisting technology to almost over-embracing it, and what happens next when the tools are no longer the problem.
Drawing on years at the centre of the market’s innovation community, Matthew and Robin explore the move from experimentation to execution, why “grown-up AI” is now the real challenge and where genuine commercial value is starting to emerge.
In this conversation, Matthew and Robin share:
- Why the industry has gone from fighting technology to actively chasing it
- What “grown-up AI” really means and why governance and orchestration now matter more than new tools
- How underwriters and brokers are finally seeing immediate value from AI in their day-to-day work
- The risk of being overwhelmed by point solutions and what happens without a coherent strategy
- The two very different playbooks for building AI businesses and which one is gaining traction
- Why revenue is arriving faster for startups and how that is reshaping investment dynamics
- What is fuelling the current boom in MGAs and why now feels like a defining moment
- The contrasting rise of younger founders and experienced operators launching their own ventures
- Why much of the market is still writing familiar risks and what that says about true innovation
- Whether insurers are losing their appetite for harder, more unusual risks
- How community, curiosity and shared learning continue to underpin real progress in insurance
- And why, despite everything, face-to-face conversations still matter more than ever
If you like what you’re hearing, please leave us a review on whichever platform you use or contact Matthew Grant or Robin Merttens on LinkedIn.
Sunday Mar 22, 2026
Sunday Mar 22, 2026
In this episode, Robin Merttens is joined by Martha Dreiling, Co-founder and President of Reserv, to explore how AI is actually transforming claims, and why the biggest breakthroughs are happening in places most people overlook.
With a background spanning FinTech, InsurTech and risk analytics, Martha brings a practical perspective on how data and technology can improve decision-making, not just automate existing processes. At Reserv, she’s helping build a claims model that combines operational efficiency with quality, while challenging long-standing assumptions about how claims should be handled and paid for.
In this conversation, Martha shares:
- Why the most valuable AI in claims is “boring but brilliant”, not flashy
- How continuous monitoring is quietly improving claims outcomes at scale
- Why efficiency alone is no longer enough, and what it takes to deliver quality alongside it
- How claims data is becoming a critical input into underwriting and pricing decisions
- The challenge of legacy systems and why data fragmentation still holds the industry back
- What real AI adoption looks like, and why execution is starting to outpace strategy
- How AI is exposing misaligned incentives in traditional time-and-expense TPA models
- Why insurers need to rethink how they pay for claims services in an AI-driven world
- The shift from technology transformation to human and workflow transformation
- How reducing administrative burden can refocus claims handlers on empathy and judgement
- Why better claims operations ultimately matter for affordability and customer outcomes
If you like what you’re hearing, please leave us a review on whichever platform you use or contact Robin Merttens on LinkedIn.
Sign up to the InsTech newsletter for a fresh view on the world every Wednesday morning.
Sunday Mar 15, 2026
Sunday Mar 15, 2026
In this episode, Matthew Grant is joined by Richard Louden, Partner (Indirect Tax Financial Services) at KPMG, and Candy Staples, Director (Innovation Reliefs and Incentives), to explore a topic that many insurance and InsurTech businesses underestimate until it becomes expensive: tax.
While tax is often viewed as a back-office concern for finance teams, it can have a significant strategic impact on how insurance businesses operate, scale and ultimately exit. From the complexities of VAT and Insurance Premium Tax (IPT) to the opportunities created by R&D tax incentives and the Patent Box regime, the conversation highlights both the risks of getting tax wrong and the upside of approaching it proactively.
Richard brings more than two decades of experience advising insurers and intermediaries on indirect tax. He explains why VAT behaves differently in insurance compared with most industries, and why misunderstandings around exemptions, commissions and international services regularly create costly problems for growing businesses.
Candy focuses on the more positive side of the equation: how innovation incentives can help companies recover the cost of developing new technology. For InsurTech firms investing heavily in product development, these incentives can represent a meaningful source of funding and cash flow if captured correctly.
At the heart of the discussion is a simple message: tax is not just about compliance. Managed properly, it can influence profitability, operational efficiency and investment decisions across the insurance value chain.
In this conversation, Richard and Candy share:
- Why VAT behaves differently in insurance and why exempt supplies can quietly increase operating costs
- The common misconception that commission structures automatically determine VAT treatment
- How the reverse charge mechanism on overseas services often creates unexpected liabilities
- Why start-ups have a strategic advantage when designing tax processes from day one
- How R&D tax credits can return meaningful cash to companies investing in innovation
- Why capturing technical challenges and development work early is critical for successful claims
- How the Patent Box regime can reduce corporation tax on profits linked to patented technology
- Why tax incentives should be considered alongside broader decisions about where companies locate teams, IP and development hubs
KPMG are also hosting post-ITI drinks in London with Insurtech UK to navigate the headwinds of today's economic and regulatory challenges facing insurers and insurtechs alike over cocktails, food and conversation. Click here to register your interest: https://insurtechuk.org/events/0319-one-last-stop-from-headwinds-to-happy-hour/
Additionally KPMG Actuarial have released a white paper on Smarter Pricing, Smarter Insurance. How integrated data, AI and governance transform underwriting and growth. Download to read here: https://m.marketing.kpmg.uk/webApp/Smarter_pricing_Smarter_insurance_whitepaper
If you like what you’re hearing, please leave us a review on whichever platform you use or contact Matthew Grant on LinkedIn.
Sign up to the InsTech newsletter for a fresh view on the world every Wednesday morning.
Sunday Mar 08, 2026
Sunday Mar 08, 2026
In this episode, Robin Merttens moderates a panel with Tessa Wardle of QBE, Emily Stanford of Gallagher and Jonathan Spry of Envelop Risk, recorded live at the InsTech London event Some lead, others follow: Smart underwriting and broking strategies for 2026.
As algorithmic underwriting and portfolio solutions reshape the London Market, insurers, brokers and reinsurers are rethinking how risk is placed, followed and managed at scale. Facilities are multiplying, digital trading models are emerging and data is becoming the foundation of increasingly automated underwriting decisions.
Drawing on perspectives from underwriting, broking and reinsurance, the panel explores what portfolio underwriting really looks like in practice today. They discuss how facilities are evolving, why broker strategies are changing and what it takes to run sustainable portfolio capacity in a market that is becoming more digital and more data-driven.
At the centre of the discussion is a growing tension between ambition and infrastructure. The market wants faster placement, smarter capital allocation and more algorithmic decision-making, yet many firms are still wrestling with fragmented data, legacy systems and inconsistent standards.
In this conversation, Tessa, Emily and Jonathan share:
- Why portfolio solutions have become one of the fastest-growing models in the London Market
- How brokers are evolving their placement strategies as facilities and pre-placed capacity expand
- Why selecting the right portfolio leader is critical for long-term facility performance
- How improving data quality is becoming a prerequisite for digital trading and algorithmic underwriting
- Why incentives across brokers, carriers and reinsurers matter when it comes to better data
- How AI is reshaping risk, creating new liability exposures and changing how insurers analyse emerging threats
- Why capital providers are increasingly demanding greater transparency and portfolio insight
If you like what you’re hearing, please leave us a review on whichever platform you use or contact Robin Merttens on LinkedIn.
Sign up to the InsTech newsletter for a fresh view on the world every Wednesday morning.