I’m thrilled to sit down with Simon Glairy, a renowned expert in insurance and Insurtech, with a deep focus on risk management and AI-driven risk assessment. With years of experience helping companies navigate the complexities of claims management and technology integration, Simon offers invaluable insights into how partnerships and innovative platforms are transforming the insurance landscape. In this conversation, we explore the challenges of scaling claims operations during rapid growth, the strategic shift toward in-house technology control, and the game-changing impact of configurable, no-code solutions in streamlining processes. We also dive into how real-time data and enhanced visibility are reshaping decision-making for insurance providers.
How do rapid growth and increasing claims volumes typically challenge insurance providers, and what operational hurdles have you seen emerge from outdated systems?
Rapid growth is a double-edged sword for insurance providers. On one hand, it signals success; on the other, it exposes weaknesses in existing systems. When claims volumes quadruple, as we’ve seen with some carriers, legacy systems or heavily outsourced tools often can’t keep pace. I’ve seen companies struggle with delayed processing times, inconsistent customer service, and even data silos that make it hard to get a clear picture of operations. These hurdles can erode customer trust and strain internal teams, making it critical to rethink technology strategies to support scalability.
What drives an insurance company to shift toward developing more in-house technology rather than relying on external vendors?
The push for in-house tech often comes from a need for control and customization. When you’re dependent on external platforms, you’re at the mercy of their roadmap, which might not align with your specific goals. I’ve seen companies realize that owning more of their technology allows them to tailor solutions to their unique processes and respond faster to market changes. It’s about building a system that grows with you, rather than being boxed in by someone else’s limitations, though it often requires balancing internal development with strategic partnerships for efficiency.
When evaluating whether to build a claims management system from scratch or partner with an existing platform, what factors tend to tip the scales toward a partnership?
The decision often hinges on time, resources, and flexibility. Building a system from scratch can take years and demands significant investment in talent and infrastructure. A partnership, on the other hand, can deliver proven capabilities out of the box while still offering room to customize. I’ve noticed that platforms with open architecture and adaptability stand out because they allow insurers to integrate proprietary tools without starting from zero. It’s about finding a solution that feels like a natural extension of your vision, not a rigid off-the-shelf product.
Can you explain how no-code platforms are changing the way insurance companies set up and automate their claims processes?
No-code platforms are a game-changer because they democratize tech development. Traditionally, setting up automations or workflows meant relying on engineering teams, which could slow things down. With no-code tools, claims managers or project leads can directly build custom processes—like automated reporting or task routing—without writing a single line of code. I’ve seen implementations where this cuts setup time dramatically, sometimes from months to weeks, empowering non-technical staff to drive innovation and freeing up engineers for more complex integrations.
How can insurance providers achieve a fast implementation timeline for new claims systems, and what role do pilot programs play in that success?
Speedy implementation often comes down to preparation, clear goals, and the right technology partner. When teams have a well-defined scope and a platform that’s easy to configure, rollouts can happen in record time—sometimes under 90 days. Pilot programs are crucial here; they act as a testing ground to uncover issues, gather feedback, and refine workflows before full deployment. I’ve seen pilots turn potential disasters into smooth launches by identifying small glitches early, ensuring the broader rollout doesn’t hit major roadblocks.
What kinds of tasks in claims handling have seen the most dramatic reductions in processing time thanks to modern platforms, and how does this impact team efficiency?
Tasks like reporting, data entry, and initial claims assessments have seen incredible speed-ups with modern platforms. For instance, generating regulatory reports that once took hours of manual effort can now be automated to complete in minutes. This directly boosts team efficiency—adjusters spend less time on paperwork and more on customer interaction or complex cases. It’s transformative; teams aren’t just working faster, they’re working smarter, with tools that eliminate repetitive grunt work and let them focus on what matters most.
How does improved data visibility through dashboards and real-time updates change the way insurance leaders make decisions?
Real-time data visibility is a revolution for decision-making. Before, leaders often waited days or weeks for reports, by which time the insights were stale. Now, with dashboards offering live metrics, they can spot trends, identify bottlenecks, and act immediately—whether it’s reallocating resources or addressing a spike in claims. I’ve seen this shift enable a level of agility that wasn’t possible with overnight data updates. It’s like going from driving with a foggy windshield to having a clear view of the road ahead.
What is your forecast for the future of claims management technology in the insurance industry?
I believe claims management tech is headed toward even greater integration of AI and automation, paired with hyper-personalized workflows. We’ll see platforms that not only process claims faster but predict issues before they arise, using machine learning to analyze patterns and suggest proactive solutions. Real-time data will become the norm, not the exception, and no-code tools will continue empowering teams to adapt without heavy IT involvement. The focus will be on creating seamless, customer-centric experiences while maintaining scalability—those who embrace these advancements will lead the pack in the coming years.
