In this episode of the J.D. Power Insurance Intelligence Podcast, the team explores the carrier relationship with agents and distribution partners. The discussion covers the evolving importance of the role of the insurance agent, what customers are looking for from agents, what agents are looking for from carriers, and opportunities for carriers to improve the relationship with agents.Time stamps:(0:37) – The current landscape and relative importance of agent and distribution partner relationships.(4:00) – The difference between independent and captive agents.(5:08) – The relationship between agents and carriers and what is important to the agent.(7:11) – How the industry is performing when it comes to meeting agent expectations.(11:00) – Advice for carriers looking to expand share of wallet with agents.(13:05) – Examples of ways carriers can make it easier for agents to work with them.(14:06) – Differences between the property/casualty insurance and the life insurance and annuity distribution ecosystems.(16:39) – How we expect to see the agent-consumer relationship and agent-carrier relationship evolve moving forward.This episode provides practical insights into how carriers can strengthen their relationship with agents representing their brand to customers. Subscribe now for more expert insights and to stay ahead in the ever-evolving insurance landscape!
In this episode, the J.D. Power Insurance Intelligence team unpacks the results of a recent pulse survey on consumer perceptions of AI within insurance. The discussion covers how consumers are currently using AI, where they see the greatest benefits, which processes they feel comfortable with carriers automating, and how insurers can balance efficiency with maintaining a strong customer experience.
Time stamps:
(0:35) – About the AI survey conducted with insurance consumers.
(2:51) – Is AI replacing search when it comes to insurance shopping?
(4:08) – What are consumers concerned about when it comes to AI in insurance?
(7:31) – In what areas do consumers feel comfortable using AI?
(13:21) – What should carriers be focusing on in relation to AI usage?
This episode provides practical insights into how customers are engaging with AI in their insurance journey and what carriers should prioritize to build trust while leveraging technology.
Subscribe now for more expert insights and to stay ahead in the ever-evolving insurance landscape!
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Alex Valdes, co-founder & CEO of Findevor, explains how AI agents are transforming profitability and strategic decision-making for insurance carriers. From detecting spikes in claims to orchestrating complex workflows across internal and external data, Alex shares real-world use cases and lessons from deploying AI in other regulated industries.
A must-listen for anyone looking to move beyond transactional underwriting into proactive, portfolio-level intelligence.
In this episode, hosted by Michael Vermillion, we are joined by Steve Crewdson, Mark Garrett and Craig Martin from J.D. Power to explore current trends in bundling and unbundling auto and home insurance. This episode dives into what drives customers to unbundle, how carriers view bundlers, what consumers should think about when it comes to bundling, and what carriers can do to attract and retain bundlers.Time stamps:(02:10) – Exploring whether bundling is a good or bad thing for consumers.(04:24) – Bundling attractiveness from a carrier point of view.(05:23) – The current state of bundling.(08:53) – How premium increases have impacted bundling and an exploration of bundling differences by demographics.(13:18) – The future of bundling.(16:02) – How smart carriers are approaching bundling.This episode provides practical insights into current and future trends around customer bundling and unbundling of their auto and home insurance policies. Listeners will hear actionable tips for how they can shift their service strategy to better focus on and retain bundled customers.Subscribe now for more expert insights and to stay ahead in the ever-evolving insurance landscape!
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Michael Reed, founder and ceo of Enterprise Sight, shares his structured, three-stage approach to AI strategy: selecting high-impact use cases, scaling across the enterprise and managing a complex AI ecosystem.
With a focus on integration, vendor diversity and data ownership, Michael offers actionable insights for insurers ready to move beyond experimentation into strategic AI adoption.
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Liza Adams, founder of GrowthPath Partners, shares how companies across industries are transforming their go-to-market strategies with AI. From upskilling commercial teams to accelerating adoption at scale, Liza offers practical insights that insurance leaders can act on today. A must-listen for CROs, CMOs, and GTM teams ready to lead in the AI era.
In this episode, hosted by Michael Vermillion, we are joined by Steve Crewdson and Craig Martin from J.D. Power to explore the concept of a seamless channel experience. This episode unpacks why seamless interactions are crucial for customer satisfaction and how they have become a significant key performance indicator in the auto insurance industry.
Time Stamps:
(00:28) - Customer service across channels and the evolution to seamless experiences.
(03:45) - Importance of seamless channel experience in customer satisfaction.
(05:24) - Performance differences among insurers regarding seamless experiences.
(16:44) - The role of technology in enabling seamless cross-channel communication.
(19:14) - Best practices for ensuring seamless information sharing across channels.
This episode focuses on the importance of providing a seamless customer experience across various channels in the insurance industry. It highlights how seamless interactions have become a critical driver of customer satisfaction, surpassing other key performance indicators.
The discussion includes insights into the challenges and best practices for achieving seamlessness, emphasizing the need for integrated technology and consistent communication across channels.
This episode is invaluable for insurance professionals and brands looking to enhance their customer service strategies. It provides practical insights and actionable tips on improving cross-channel interactions, which are essential for maintaining customer satisfaction and loyalty. By understanding the significance of seamless experiences, listeners can better align their operations to meet customer expectations and drive business success.
Subscribe now for more expert insights and stay ahead in the ever-evolving insurance landscape!
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Frank Neugebauer, vice president of generative AI at Cincinnati Insurance, offers a rare insider’s look at how AI governance is actually implemented at scale.
As a member of the company’s governance committee, Frank shares how to balance innovation with accountability, foster cross-functional alignment, and turn governance into a strategic enabler—not a barrier—to responsible AI.
A must-listen for leaders bringing AI to life inside complex, regulated environments.
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Galen Shaffer, principal at Eos Venture Partners, shares a sharp investor’s perspective on how AI is fueling innovation across the insurance ecosystem.
From early-stage startup trends to untapped opportunities within legacy carriers, Galen unpacks where the market is heading and what it will take to stay competitive.
A must-listen for founders, funders and forward-thinking leaders shaping the future of insurance.
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Colette Bartosik, financial services industry advisor at Salesforce, offers a forward-looking perspective on how AI is reshaping the insurance workforce.
From evolving hiring practices to helping current teams adapt to new tools, Colette lays out a strategic roadmap for building future-ready talent. A practical and inspiring conversation that highlights the human side of AI transformation, perfect for leaders focused on change management, talent strategy and innovation.
On this episode of the Insurance Intelligence Podcast, the team explores Customer Lifetime Value (CLV) including what this concept means, how to attract medium and high CLV customers and how to retain them.
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Bill Martin, president and ceo of Plymouth Rock Home Assurance, shares a candid, CEO-level view on how AI is reshaping the insurance industry.
With four decades of experience and a legacy of innovation, Bill unpacks where AI is creating true value, how to guide an organization through change and why timing is everything.
A thoughtful, practical conversation on balancing risk, culture and technology—essential listening for leaders navigating digital transformation.
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, Scott Fischer, general counsel and head of government relations at Lemonade Insurance, shares his expert take on building responsible AI governance in a tech-forward insurance company.
With experience spanning both public and private sectors, Scott offers practical insights into navigating evolving regulations, fostering cross-functional collaboration, and managing AI risk and bias—all while maintaining a culture of innovation.
A must-listen for legal, compliance and business leaders shaping the future of AI in insurance.
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, we sit down with Ichun Lai, founder of Propel Global Advisory, for a candid conversation on what it really takes to build a workforce ready for responsible AI adoption.
Drawing on decades of global transformation experience, Ichun shares practical insights on defining roles, reigniting stalled initiatives, and aligning upskilling efforts with real business goals. A clear-eyed, execution-focused look at the future of work in an AI-driven industry—perfect for leaders ready to move from strategy to action.
The volatility of the vehicle market is a trend that isn't going away, and it's causing quite the headache for auto insurance carriers. With the right data, however, this doesn’t have to be a battle.
On this episode of the Insurance Intelligence Podcast, the team explores how precision underwriting can be achieved despite continuous market chaos, how both carriers and consumers benefit from leveraging the right data and predictions for what’s coming next for the industry.
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, we sat down with Lindsey Klarkowski, policy vice president at NAMIC, to unpack key legislative trends, common misconceptions driving policy efforts and how insurers can prepare for emerging compliance expectations without stifling innovation.
This is must-listen for legal, policy and strategy leaders preparing for the next wave of AI oversight.
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, we sit down with Scott Kosnoff, partner at Faegre Drinker Biddle & Reath, to unpack the rapidly evolving regulatory landscape around AI in insurance.
Scott breaks down key developments at both the state and federal levels, shares guidance on how insurers can manage legal and operational risk and explains why building a strong governance framework isn’t optional—it’s urgent.
This is a must-listen for industry leaders navigating the crossroads of AI innovation and compliance.
In this bonus AI + Insurance episode of the Insurance Intelligence Podcast, we sit down with Eric Himmelberg, systems strategist at UNICO Group, to explore how a relationship-first insurance brokerage is embracing AI—not as a buzzword, but as a real tool to elevate service and empower advisors.
From hands-on use cases to unexpected lessons learned, Eric shares what it truly takes to weave AI into the fabric of a people-driven business. It’s a grounded, practical conversation for brokers looking to future-proof their work without losing their human edge.
Earlier this month, the J.D. Power Insurance Intelligence team hosted the AI + Insurance Conference in Chicago. On this episode of the podcast, the team discusses key takeaways from the dynamic sessions held at this event and explores what's next for AI in the insurance space!
Hosted by:
Michael Vermillion, VP and General Manager, Insurance Intelligence
Featuring:
Stephen Crewdson, Managing Director, Insurance Intelligence
Mark Garrett, Director, Insurance Intelligence
Rising claims. Delays in cycle times. A surge in severe weather events. Home insurance carriers are facing mounting challenges that are impacting customer satisfaction. How can they turn the tide?Join J.D. Power experts Michael Vermillion, Stephen Crewdson and Mark Garrett as they dive into the state of home insurance today, uncovering key pain points and revealing the strategies carriers need to enhance the customer experience.
Hosted by:
Michael Vermillion, VP and General Manager, Insurance Intelligence
Featuring:
Stephen Crewdson, CPCU, Senior Director, Insurance Intelligence
Mark Garrett, Director, Insurance Intelligence