The Future of Experience is Real-Time

Insurance has always been a data business. What's changing now is the speed, the specificity, and the scope of what that data can do.

The shift Telisa Yancy describes in this conversation is from protection to prevention. Real-time data from connected devices and digital signals allows insurers to identify and address risk before it becomes a claim, compressing the distance between a life event and a coverage response. As those data streams grow richer, the question of who owns that data, who governs it, and what customers are comfortable sharing becomes central to the business model.

Getting that exchange right is what the next decade of insurance is built on. Trust, Yancy argues, is the foundation, and the companies that earn it will have a relationship with their customers that goes well beyond the annual renewal.

Key takeaways:

• The shift from protection to prevention is already underway: Real-time data from connected devices and digital signals allows insurers to identify and address risk before it becomes a claim, changing the value exchange between insurer and customer.
• Trust is the foundation of the data relationship: As insurers gain access to richer data streams, customers will need clarity on what's being collected, how it's used, and what they get in return.
• Human connection still matters at the moments that count: Customers will handle more of the insurance journey digitally. But when the stakes are highest, the desire for trusted human guidance doesn't diminish.
• The mission underneath the technology is unchanged: To be an insurance company, you have to have a deep and abiding belief that tomorrow is going to be better than today. AI accelerates the path there.