Why Underwriting Discipline Must Come Before AI

What’s more valuable when it comes to AI in the claims sector: making claims decisions faster or giving experts more time to make better ones? In this episode of Serious About Process, host Gijsbert Cox sits down with Nick Errington, Global Head of Claims Governance and Performance Excellence at Swiss Re Corporate Solutions, to discuss how AI, unstructured data, and simpler processes can improve claims handling. Covering everything from fraud detection to claims governance, Nick breaks down why insurers must balance efficiency with control while keeping human judgment at the heart of every decision.

What if the biggest barrier to successful AI in insurance isn't the technology but the underwriting process behind it? In this episode of Serious About Process, Gijsbert Cox sits down with John Pyall, Chief Underwriting Officer at China Taiping Insurance (UK) Co. Ltd., to explore why underwriting discipline, data governance, and clear decision making must come before automation. Together, they discuss how insurers can use AI to support better underwriting, strengthen portfolio management, and drive smarter decisions without losing human accountability.

In this episode of Serious About Process, host Gijsbert Cox is joined by Roger Lewis, a 25-year underwriting veteran and founder of Fuse Consulting, to explore how insurers can fundamentally rethink underwriting operations by focusing on process first not technology.

Insurance pricing has evolved from slow, static updates to fast, dynamic decision-making but most organisations haven’t caught up. In this episode of Serious About Process, Gijsbert Cox and Catrin Townsend explore why pricing transformation is less about technology and more about people, process, and practical change. From breaking down silos to using AI as a workflow partner, they share how insurers can move faster without losing control and why small, continuous improvements beat big transformation projects every time.

A podcast series featuring industry leaders exploring how AI is reshaping business processes to drive efficiency, reduce costs, and elevate the customer experience.