The Low Effort Advantage
Claims leaders are investing heavily in AI.
by: Stuart CorriganPublished on: 07/09/2026Two-thirds of 18–24-year-olds say they’d pay more for an insurance policy that guaranteed greater human involvement in their claim. Yes. Gen Z.
For Leaders of Claims Systems.
by: Stuart CorriganPublished on: 07/09/2026We measure almost everything in claims. SLAs. Backlogs. Productivity. Response times. But rarely the thing that’s supposed to create loyalty...
Ella Mai might have explained why customers leave insurers.
by: Stuart CorriganPublished on: 07/09/2026Ella Mai might have accidentally explained why customers leave insurers. Sure, I love the music. But there’s some powerful psychology hiding inside it...
Leaders spend remarkably little time at the front line.
by: Stuart CorriganPublished on: 06/09/2026Leaders spend remarkably little time at the front line. I recently asked one senior leader why. His answer surprised me...
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One original essay each week on the strange behaviour of customers, the assumptions leaders rarely question—and how low-effort service creates loyalty and profit. No generic management tips. Just ideas that may change how you see your organisation.