Record payouts to frightened customers
Motor insurers paid a record £3.2bn in claims last quarter. A third of drivers are too frightened to make one. Those two facts belong together.
Writing
Notes on building in insurance and financial services. Most of these appear on LinkedIn first.
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Without logic there is no surprise and no joy
Process delivers the expected. Culture delivers the unexpected. The second only lands because the first is so dependable that people had stopped noticing it.
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Redress delayed
A lender collapses, 120,000 customers join the back of the queue, and the redress timetable runs to 2028. What delay teaches people about doing the right thing.
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You can't automate a mess
Two systems that were never able to see each other, and a process nobody ever mapped. Why bolting AI onto that gives you a faster mess.
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The bag that never goes missing
We see the failure in high definition and stay blind to the ten thousand quiet preventions. That is exactly where AI is going to live.
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Am I covered?
2027 will send millions back out to shop, and AI agents will do the comparing. Whoever makes cover legible at that moment wins.
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The claim is the promise
Price and claims keep getting merged, and merging them does real harm. On the claim, the evidence is better than the headline suggests.
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Glitter or gold
You can now get a home insurance quote through OpenAI. That is not the story. Whether AI understands fair value is.
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Folding laundry and being brilliant
Two AI sessions working in parallel while I fold the laundry. Delegation at a different altitude, and why the skill is knowing what to ask for.
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The Granny at Sunday lunch test
£485, then £546, then £510 — same driver, same risk, same insurer. If you cannot explain that, you do not have a pricing problem.
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Going once, going twice, gone wrong
Going once. Final hours. Then a bigger discount the next day. Manufactured urgency is a regulatory risk, and a trust problem.