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...
Every time a customer chases you, they’ve just told you something
by: Stuart CorriganPublished on: 07/09/2026Every time a customer chases you, they’ve just told you something. And it isn’t that they’re impatient. Customers chase when...
Last week I travelled to London on the overnight sleeper.
by: Stuart CorriganPublished on: 06/09/2026Last week I travelled to London on the overnight sleeper. I use it because I know something important: Bad news is stressful, not knowing is often worse...
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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.