Business
How intelligent automation is paving the way for a new era in the insurance industry

Jerry Wallis, Head of Industry Strategy, SS&C Blue Prism
The insurance sector has faced a perfect storm of events these past few years. The covid-19 pandemic accelerated digital transformation around the world – which had the added effect of contributing to increased customer expectations and a surge in competitive pressures. In addition, many long-established insurers have to maintain legacy systems that support books of insurance that can be years, even decades old – and that cannot easily and cost-effectively be replaced. Having customer data stored in multiple different systems makes it very difficult for an insurer to build a single 360-degree view of a customer, to serve them better and to sell them more.
While businesses in various industries have sped up their digital transformations to meet the demands of an online world, the tie to these legacy silos has meant the insurance industry has historically been slow to move into a truly digital way or working. . The average underwriter, for instance, continues to spend more than 50% of their workday on repetitive tasks.
The sector is under tremendous pressure to process information faster, better, and cheaper to meet the changing needs of today’s customers and secure long-term competitiveness. The adoption of advanced technologies, namely intelligent automation (IA), is helping insurers overcome this challenge by changing how the industry operates across every aspect of the value chain – from product development, underwriting, and policy management, to claims and other processes.
This piece will explore how intelligent automation is launching a new era of improved productivity in the insurance industry.
Digital transformation and IA are imperative to insurers’ future prosperity
The rise of intelligent automation has brought about a new era of possibilities for the insurance industry, with an impressive range of benefits. The introduction of IA and its respective technologies into an insurance firm represents the future of what can become a much more technologically advanced sector. This is particularly important as the industry is under increasing pressure to not only reduce costs but to also maintain, and take steps to improve, customer satisfaction.
Intelligent automation adoption can help resolve this by unifying disparate silos of data, presenting users with a single, digitally capable view of customers, thus giving them the time they need to focus on complex customer cases and the ability to utilize IA to deliver superior, bespoke customer service. IA is a combination of components, including artificial intelligence (AI), robotic process automation (RPA), business process management and other complementary technologies that enable companies to advance workflows and streamline end-to-end processes.
Digital labour helps workers by automating repetitive and mundane tasks, freeing people from repetitive and time-consuming work. Digital workers connect to legacy or modern applications to automate business processes through a variety of automation techniques. .
Intelligent document processing allows insurance firms to process vast amounts of data with minimal human intervention at an over 98% rate of accuracy. This replaces laborious and error-prone data entry, which is not only slow but creates an inefficient and costly domino effect when information is input incorrectly. Artificial intelligence components can then use this information to provide valuable insights, predictive analytics and modeling regarding customers and their policies, and suggestions for optimizing processes.
Business process management provides digital oversight, enabling employees to know exactly where in the workflow items are and what needs to be completed to get tasks to completion. Intelligent process mining identifies areas that would benefit from automation, transforming the end-to-end processing of work.
Overall, these and other advanced IA technologies work together to streamline business processes, reduce operational costs, and improve the accuracy and speed of services. Using IA delivers key benefits for insurance firms, which include:
Faster claims processing – IA can automate many of the tasks involved in processing insurance claims. For example, it can read and analyze claims documents (including handwritten documents), determine whether a claim is valid, and calculate the amount of compensation owed. This can help insurers process claims more quickly, reducing the time it takes for customers to receive their payouts.
Improved customer service – The introduction of chatbots powered by natural language processing can answer customer queries and resolve simple issues. This frees up customer service representatives to focus on more complex issues, improving overall service levels. Predictive analytics help workers identify customer needs and preferences to better personalize products and services. Automated notifications can be used to notify customers of policy renewals, claim status updates, and other important information. This can help improve customer satisfaction by keeping them informed in real time.
Better risk assessment – By analyzing large amounts of data, the AI features of intelligent automation can identify patterns and make predictions about future events as well as customers. This can help insurers to price policies more accurately and avoid underwriting risks that may otherwise be too high.
More efficient underwriting – By automating tasks involved in underwriting policies, insurers can improve efficiencies and productivity. For example, IA can analyze customer data to determine their risk profile, check for policy compliance, and generate policy documents. BPM ensures the underwriting process moves along to completion efficiently. This efficiency reduces the time and costs involved in underwriting policies, allowing insurers to process more policies in less time.
Enhanced fraud detection – By analyzing large amounts of data, intelligent automation’s AI capabilities can identify patterns and anomalies that may indicate fraudulent behavior. This can help insurers detect and prevent fraud before it occurs, reducing the amount of money lost to fraud.
Insurers can build thriving workforces in the age of IA
Another benefit of introducing IA is that insurers can develop and improve their workers’ skillsets to match the needs of an increasingly digitalized world. Insurers can also recruit new talent that is interested in learning about advanced technology. Team members that were once spending their days completing repetitive, time-consuming tasks, can be trained in the latest IA technologies to establish them as customer-focused underwriters.
Improvements in efficiency, skillsets, and recruitment help insurers build stronger workforces.
Intelligent automation is for all sector players
Don’t make the mistake of assuming the benefits of IA are confined to the big-league, multinational, insurance players. Intelligent automation is for all in the industry– from agencies and specialty insurers to regional insurers and – yes – multinationals.
For small and mid-sized players, intelligent automation presents an opportunity to overcome staffing and scale challenges to effectively compete in the marketplace and, thus, optimize revenue. Not only does IA improve efficiencies but it can also help insurers innovate and develop new products and services more quickly and effectively, allowing them to stay ahead of the competition and meet the evolving needs of their customers. But to be successful, businesses need to make digital transformation a strategic priority. For those that do, they will prove their ability to adapt to a rapidly evolving market and ensure their future growth.
“The rise and introduction of intelligent automation has brought about a new era of possibilities for the insurance industry. The gradual adoption of IA technologies into an insurance firm represents the future of what can become a much more technologically advanced sector. The adoption of AI and IA technologies is help insurers overcome this challenge by changing how the industry operates across every aspect of the value chain – from product development, underwriting and policy management, to claims and other processes.
“IA is a combination of components, including artificial intelligence (AI), robotic process automation (RPA), business process management and other complementary technologies that enable companies to advance workflows and streamline end-to-end processes. Digital labour helps workers by automating repetitive and mundane tasks, freeing people from repetitive and time-consuming work. Digital workers connect to legacy or modern applications to automate business processes through a variety of automation techniques. For instance, intelligent document processing, improved customer service via chatbots, better risk assessment with AI features of automation identifying patterns and predictions, enhanced fraud detection and efficient underwriting. AI and IA will redefine processes within the insurance industry, but also help insurers innovate and develop new products and services quickly and effectively, putting them ahead of competitors and allowing them to and meet the evolving needs of their customers.”
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Business
The Quiet Strength of Being Clear – Why Assertiveness Matters More Than Ever for Founders

By Rebecca Sutherland, CEO and Founder of HarbarSix
There’s a word that often makes people shift a little in their seats. Assertiveness. It can sound sharp, maybe even a bit harsh, like something that belongs in boardrooms filled with ego or in negotiation books gathering dust on someone’s shelf. But in truth, assertiveness, when you really understand it, is one of the most compassionate tools we have as leaders.
Because at its core, assertiveness isn’t about being pushy. It’s about being clear.
And when you’re building something, a business, a team, a dream that lives outside the ordinary, that kind of clarity becomes essential. Without it, you end up drifting, making decisions that don’t feel quite right, saying yes when you mean no, and slowly watching the thing you once felt lit up by become a source of tension or exhaustion.
I’ve seen it happen more than once. A brilliant, creative founder full of drive and vision, slowly ground down by too many compromises, too much people-pleasing, too little space to breathe. They don’t lack skill or ambition. What they’re missing is that anchor, the ability to be assertive without feeling like they have to apologise for it.
So, let’s unpack that, because I think we need to talk about how to lead from a place that’s both strong and soft. Firm but open and rooted in who you are.
Assertiveness starts with self-trust
Before you can speak clearly to others, you must be clear with yourself. What do you stand for? What kind of culture are you trying to build? What do you value, not just on a branding level, but deep in your bones?
Because if you don’t know that, you’ll find yourself pulled in all directions. You’ll agree to partnerships that don’t serve you, hire people based on panic rather than alignment, and find it hard to hold boundaries when the stakes feel high.
But when you do know—when you’ve taken the time to understand what really matters to you—it becomes easier to communicate it, calmly and confidently, even when it’s uncomfortable.
Saying what you mean isn’t unkind—it’s respectful
There’s a misconception, especially among founders who want to be “good” leaders, that being direct is somehow abrasive. That if you’re too clear, you might upset people. But in my experience, the opposite is true.
When you wrap your truth in too many layers of softening or delay saying the hard thing because you’re worried about how it will land, you actually create more confusion, not less. People want to know where they stand. Your team, your investors, your clients—they respect leaders who can speak with warmth and certainty.
You don’t need to bark orders or dominate a room. But you do need to be able to say, “This isn’t working for me,” or “This direction doesn’t feel right,” or even, “I’ve changed my mind.” That kind of honesty is a form of care. It protects your energy, and it gives everyone around you a clearer playing field.
Boundaries aren’t barriers—they’re invitations to trust
One of the most powerful forms of assertiveness is knowing when to say no. Or not yet. Or not like this.
As founders, we’re often wired to keep giving—to clients, to our team, to the business itself. But that constant giving, without boundaries, leads to burnout. And more than that, it models a kind of unsustainable leadership where overextending becomes the norm.
Boundaries, when set with intention, are not walls. They’re signals. They say, “This is how I work best,” or “This is what I need to stay at my best,” or “Here’s the line where my role ends and yours begins.” And far from pushing people away, they create the safety and trust needed for real collaboration.
Not everyone will like it—and that’s okay
Here’s the part that might sting a little: not everyone will like your assertiveness. Some people will bristle when you stop bending over backwards. Others may be used to you saying yes to everything, and might struggle when you start to reclaim your space.
Let them. Your job isn’t to be liked by everyone. Your job is to build something honest, sustainable, and true. And the people who are meant to walk alongside you? They’ll stay, in fact, they’ll probably thank you for the clarity.
Practice before you need it
Like any skill, assertiveness gets easier with practice. Start small. Have that conversation you’ve been avoiding. Say no to the next thing that doesn’t feel aligned. Express a need clearly without over-explaining. And then do it again. Not perfectly, just consistently.
If you’re not used to it, it might feel clunky at first. That’s okay. Clarity is a muscle. The more you use it, the stronger it gets.
The most powerful leaders are not the loudest
They’re not the ones who dominate meetings or chase visibility for its own sake. They’re the ones who know who they are. Who can sit in discomfort without losing their footing. Who can say the hard thing with softness and stay true to their vision when the noise gets loud.
Assertiveness isn’t about power over others—it’s about being in your own power. And when you lead from that place, it changes everything.
For your business. For your team. And most importantly, for you.
Business
Innovation in banking must go hand in hand with security, and here’s why

Dean Clark, Group Chief Technology Officer for GFT
The banking sector is transforming more and more, with banks under pressure to meet customers’ evolving expectations. This means that even the most traditional institutions have to move away from legacy systems and adopt modern technologies such as cloud computing and AI. The aim of this shift is not just to keep pace with digital-native competitors, but also to improve operational efficiency and deliver better customer experiences.
However, innovation brings new challenges. Transitioning from centralised mainframes to cloud-based platforms is a complex process that can’t happen overnight. Amid this transformation, banks must ensure that security remains a top priority. Striking the right balance between modernisation and robust security is essential to building and maintaining consumer trust in the digital age.
Balancing agility with security
Multicloud is a key component of digital transformation strategies in the financial sector. Many banks are relying on hybrid multicloud to modernise and keep up with the evolving tech landscape. In the meantime, new digital banks are launching entirely on cloud-native platforms, which helps support agility and scalability from day one.
Cloud technologies offer many advantages, including improved performance, flexibility and faster innovation. However, despite these benefits, they do come with security challenges. Cloud infrastructure, often built and managed using Infrastructure as Code (IaC), can include some vulnerabilities and give an entry point into a bank’s system to malicious actors. As such, ensuring that IaC adheres to best practices is essential to avoid misconfigurations or exploitable vulnerabilities as early as possible.
The protection of consumer data must also be central to any digital transformation strategy. Security must be deeply embedded not only in backend infrastructure but also in the user-facing layers such as web portals and mobile applications. This is critical to maintain consumer trust and improve retention.
Why a unified security platform is essential
When undergoing digital transformation, financial institutions need a unified security solution to help streamline the security management process by having all the necessary tools in one place. In fact, a unified security solution is built on three interconnected pillars. First, security must be embedded directly into development pipelines. This integration helps identify and mitigate risks and misconfigurations early, before they can impact production. Second, through continuous monitoring and management of cloud assets, banks can gain more visibility and control over their security posture. Third, runtime protection safeguards cloud workloads, web applications and APIs through tools like cloud threat detection, host security, container security, serverless security, and web application & API protection. Together, these pillars help to establish a robust security framework. This way, digital banks can minimise risks, streamline operations and ensure compliance with regulatory demands.
The benefits of ‘zero trust’
Modern cloud-native banks rely on ‘zero trust’ security models more and more. ‘Zero trust’ refers to the principle according to which every request to access an organisation’s system should be carefully reviewed. This means that no user or system is trusted by default. They’re all subject to identification and authentication checks. This helps set clear boundaries between the applications the users are accessing and the resources available in the cloud. And even after access has been granted, all activity is monitored on an ongoing basis to identify potential malicious behaviour that could compromise digital banking systems. This continuous verification enhances visibility into potential threats and facilitates compliance with regulatory standards.
To further reinforce security, mutual transport layer security (TLS) can be implemented as a core design principle, enabling secure authentication with third-party entities over the internet. By adopting such measures, digital banks can build a resilient security foundation that safeguards against evolving threats whilst preserving customer trust and operational integrity.
The example of Salt Bank
Salt Bank is a next-generation digital bank launched in Romania. It serves as a good example of a financial institution that embedded security into its digital banking platform from the start. Salt Bank was built and launched in under 12 months, showcasing the power of an approach to innovation that heavily relies on security.
Salt Bank implemented a range of advanced security measures, including zero trust architecture, threat modelling, cloud security posture management, and automated security operations, guided by this security-by-design philosophy. These tools helped the bank implement a strong defence against cyber threats whilst still focusing on improving customer experience.
Central to Salt Bank’s strategy was Engine by Starling, a SaaS platform designed specifically for digital banking, paired with Palo Alto Networks’ Prisma Cloud. Prisma Cloud played a key role in securing the bank’s cloud infrastructure, offering capabilities such as misconfiguration monitoring, risk detection, remediation and compliance management. Together, these technologies provide a unified and efficient approach to managing security in a complex cloud environment.
The future of modern banking is all about security
As digital transformation accelerates across the financial sector, companies must keep security at the top of their agenda. Whilst innovating is key to keeping up with evolving trends and changing customer expectations, it can’t be done without prioritising security. If security isn’t embedded in every layer of an organisation’s digital infrastructure, vulnerabilities may be introduced within the system and easily exploited by malicious actors. And once cyber attackers are in the system, everyone knows it can lead to chaos.
But security isn’t just for defensive purposes, it’s also a strategic advantage. In a climate of growing digital distrust, the most secure bank doesn’t just win compliance, it also wins customers. By choosing to turn advanced security into a visible product feature, not just an internal practice, banks can build marketable trust and differentiate from fintech challengers who may cut corners in pursuit of speed.
Business
Why heat pumps are the future of heating and cooling

Drew Tozer
We live in a technologically advanced world with artificial intelligence, electric cars, and advancing space travel.
But our primary strategy for heating homes is still “burning stuff”.
We pump gas, propane, or oil into a traditional furnace and light the fuel on fire to keep houses warm. It’s an archaic solution—like sending a fax instead of an email.
Furnaces are popular because the majority of HVAC is replaced in emergency “no heat” situations. The default option becomes a like-for-like replacement (swapping an old furnace for a new furnace) because it’s quick and easy.
HVAC is a top 5 most expensive purchase that a homeowner will make in their lifetime, and we rush the decision by ignoring equipment until it breaks.
Choosing the right HVAC system is an opportunity to improve homes. HVAC is the biggest factor for indoor comfort and air quality, and the chance to pick the right system only comes around every 15 to 20 years.
Heat pumps operate like two-way air conditioners. In the winter, they take heat (energy) from the outside air and use it to heat homes.
So, what makes heat pumps the right decision?
Because electric products are just… better
Consumer experiences matter, and electric products create better experiences. The quality of electric appliances (like heat pumps, electric vehicles, induction cooking, and electric yard tools) surpassed gas alternatives in recent years.
For now, there continues to be a place for gas appliances in niche situations. But the overwhelming consensus is that electric products are better than gas products
A few examples:
- Oversized furnaces are the primary cause of comfort issues. Heat pumps are the direct solution—they can be properly sized to match the heating and cooling needs of a house, improving comfort and eliminating hot and cold rooms.
- EVs are more fun to drive, while being quicker, quieter, more convenient, and lower maintenance. The stress of “range anxiety” has largely disappeared with better infrastructure and battery performance.
- Electric yard tools are quieter, safer, and lower maintenance than gas tools.
- Gas stoves increase the risk of asthma in children. Induction is safer and healthier while offering similar control and faster boiling times.
The performance gap of electric over gas is growing. Every generation of electric products takes a leap forward while gas appliances stay largely the same.
Over the last decade, gas furnaces have increased from 90% to 97% efficiency. That’s the only change.
By comparison, cold climate heat pumps achieve efficiency ratings above 300% by moving heat instead of burning fuel to create heat. Heat pumps continue to improve, both in efficiency, reliability, and cold weather performance. They’re a proven success in cold climates like Canada, Sweden, Denmark, and Norway.
Heat pumps can also be sized to provide the right amount of heating and cooling at any given time, and the lack of combustion eliminates the risk of carbon monoxide poisoning, gas leaks, and explosions.
A sustainable world is an electric world
The cost of ignoring climate change continues to grow.
There’s no way around it. Ignoring climate change won’t solve it.
The frequency and severity of wildfires in North America are a key example. Large parts of the US are becoming uninsurable as the damage risk becomes untenable for banks and insurance companies.
These aren’t political choices, it’s the free market working: climate change is bad for business.
When we choose to not take action, it increases pain and suffering without decreasing the economic burden. We’ll have to implement the same solutions, but we’ll have to pay more to rebuild and replace more infrastructure and homes along the way.
Delaying action is the more expensive choice.
Heat pumps are part of the solution because they create a path to sustainable heating. They can be powered by renewables, either on-site or within grids.
We have access to the cheapest source of electricity in human history: solar. We choose not to embrace and scale renewables for political reasons. It’s a people problem, not a technical one.
We’re fortunate that the sustainable option (heat pumps) is also the choice that improves the comfort, health, and safety of homes.
Energy (in)dependence matters
Heat pumps and renewables allow homeowners and countries to heat and power their homes with local energy. It makes homes and communities resilient against geopolitics and global energy costs.
A house can be entirely energy independent by combining a heat pump and electric appliances with rooftop solar and battery storage.
Conversely, you can’t extract and refine oil in your backyard. If you rely on combustion heating, then you’re dependent on the person or country that supplies your oil and gas. A situation that played out with Europe’s reliance on Russian gas.
In the tenuous landscape of global politics, energy dependence is a risk.
Heat pumps are the future of heating and cooling because they create a path to sustainable heating powered by renewables. They create comfortable, healthy, sustainable homes that benefit from energy independence and improve consumer experiences.

The Quiet Strength of Being Clear – Why Assertiveness Matters More Than Ever for Founders

Innovation in banking must go hand in hand with security, and here’s why

Why heat pumps are the future of heating and cooling

Stealthy Malware: How Does it Work and How Should Enterprises Mitigate It?

How 5G and AI are shaping the future of eHealth
