United Kingdom
Close this search box.

The Next Phase of the Insurance Industry: Data, Technology and Career Growth

The insurance industry has entered the next stage of the digital transformation and with technology trends tipped to be one of the biggest topics in 2023, it’s important to know what this means for insurers. GB’s expert and Operational Excellence Program Director, Paula Creedy, sat down to offer insights into all thing’s insurance – technology, data, and pursuing a career in the insurer marketplace. Find out what’s next in the insurance industry and how insurers can join the digital transformation this year.

Q1. How did you get started in the insurance industry?

Paula Creedy (PC): Almost by chance. Having spent most of my career in wholesale banking in New Zealand I moved to a more regional location in Australia where a new Insurer had setup. My first job there was selling policies over the phone, so it’s fair to say I started at entry level. It was a great experience and as they grew, I had the opportunity to move into the claims space and haven’t looked back since.

Q2. What are some of the industry trends you think are going to impact our clients/insurers?

PC: Everyone’s obviously talking about AI and the ability to service their customers cost effectively using it. I think this will be incredibly powerful in the industry but there is also some danger there in that we lose sight of the people on the receiving end of the technology. Increasingly the customer base will demand more personalised service and only so much of that can be delivered by AI. I think it’s important that the industry manages to retain the human factor in the customer journey.

Q3. What are some of the tools you have seen our clients use that get you excited about the future of data and analytics?

PC: I’m a big fan of effectively used Power BI. Most modern claims system these days provide a lot of data at your fingertips. The real challenge is in harnessing that in a way that business users can use to efficiently drive focused decision making. It’s a less is more approach, where the less is incredibly carefully edited and curated.

Q4. The industry has experienced a lot of change over the past few years – have you seen changes in the types of decision-support tools our client leverage?

PC: There’s definitely been a change in the desire for data over the last few years in the industry. The traditional bordereaux still serve a purpose, but clients are becoming increasingly sophisticated in this space, wanting access to more detailed data and hiring data analysts to drive risk and claim analysis.

Q5. When supporting our partners with data, analytics, and tools, what matters most?

PC: What I think matters most is unpacking what you’ve been asked for, understanding what’s driving that request and taking it to another level by not only servicing the request but helping the client further with whatever business outcome/s they are trying to achieve.

Contact our team today and find out how we can support you this year. 

Paula Creedy

Operational Excellence Program Director

More Posts


What’s Next for ESG: Six Expert Tips for Insurers in 2024

One key topic that has gained significant regulatory interest in the insurance sector is ESG. As new regulations and reporting standards emerge, insurers are facing increased pressure to adapt. Ashley Easen, Director of Risk and ESG, shares invaluable strategies for insurers to navigate these changes, build trust, and safeguard their reputation.

Read more

Building Storm Resilience: Five Tips for Surge Claim Readiness

The past few weeks have seen adverse weather hit the UK, and floods pose unique challenges, demanding insurers tailor response plans specifically for these scenarios. As the UK contends with extreme weather conditions, we bring you five tips to preparing a robust storm surge support plan.

Read more

The Talent Tide: Attracting and Retaining New and Established Talent

In the new world of work, organisations are witnessing a shifting tide in the convergence of both emerging and established talent. To support insurers to effectively attract and retain diverse talent, Gordon Vater, Managing Director – GB Technical, shares the essential strategies for navigating the shifting talent tide.

Read more

Customer Service: Preparing for the Festive Season and Learnings from the 2023 Customer Satisfaction Index

With the end of the year fast approaching, insurers are eagerly looking forward to the holiday season after facing various challenges this year in the insurance industry. At the same time, as 2023 begins to wrap up, it’s common to see increasing customer complaints as cost-of-living stress and claims delays set in. Beth Povey, Chief Compliance Officer, sat down to share her expert insights on how to best navigate the end-of-year season by leveraging the latest Customer Satisfaction Index to your advantage.

Read more

Keep your finger on the pulse of the latest industry news and insights.

Sign up to our monthly newsletter today.

Download Our Global Insurance Industry Whitepaper

Hi there!

Want to drop us a line?  You can get in touch by filling out the form below and we’ll get back to you as soon as possible!