Building trust through technology

Partnerships, data and collaboration were at the centre of discussion during the expert panel at ClaimsTech – The Pitch 2026, where three previous winners of the competition explored what it really takes to deliver successful innovation across insurance claims.

Artificial intelligence continues to dominate conversations across the insurance market, but while technology is evolving at unprecedented speed, the panel agreed that successful innovation depends on far more than the latest software.

Bringing together George Robbins, Head of UK, Ireland & Nordic Markets at Shift Technology (winner in 2023); Mitch Anderson, Founding GTM Lead at Symphony (winner in 2024); and Peter Dubiez, Chief Executive at Envirotrees (winner in 2024), the discussion examined the realities of bringing new technology into one of the world’s most established industries.

Rather than focusing on the capabilities of individual platforms, the conversation centred on three recurring themes: data, trust and partnership.

Unlocking better data

One of the first topics to emerge was the industry’s ongoing relationship with data.

Despite years of digital transformation programmes, insurers continue to face challenges created by legacy systems, fragmented datasets and inconsistent technology platforms.

George admitted he had been surprised by how slowly the insurance market has progressed compared with other sectors. He suggested that while banking and other industries have made significant advances in connecting and utilising their data, many insurers continue to wrestle with information spread across multiple systems, making innovation more complex than it needs to be.

Mitch echoed that view, describing the challenge of modernising technology built up over decades through acquisitions and changing business models. For many insurers, he highlighted how legacy systems continue to perform critical functions, but noted that they can also slow the adoption of new technology.

Rather than viewing this as a barrier, the panel agreed it represents one of the biggest opportunities for technology providers capable of helping insurers unlock greater value from their existing data.

AI supporting people

Artificial intelligence inevitably featured throughout the discussion, but the panellists were keen to move beyond headlines and focus on practical implementation.

For Mitch, success begins with people rather than technology. He highlighted how Symphony has deliberately introduced AI by supporting claims professionals first, allowing adjusters to build confidence through AI-enabled training before introducing greater levels of automation into day-to-day workflows.

Building trust, he suggested, is just as important as building capability.

George agreed, highlighting the importance of robust governance when deploying AI solutions. Helping insurers understand how models are trained, how decisions are reached and where the technology’s limitations lie is essential if confidence is to grow. Accuracy also remains a key consideration.

George explained that Shift Technology sets demanding performance standards internally, believing AI should only support operational decisions when it performs at a level comparable with experienced claims handlers.

The objective is not to replace expertise but to help claims teams access knowledge more consistently while supporting less experienced colleagues.

Specialism matters

Another consistent theme was the importance of industry expertise. All three organisations have chosen to focus on solving specific insurance challenges rather than developing technology for multiple sectors.

George explained that Shift Technology has remained entirely focused on insurance, allowing the business to combine deep market knowledge with extensive claims data.

Mitch shared a similar philosophy, arguing that understanding insurance workflows, regulation and customer expectations creates a competitive advantage that cannot easily be replicated.

Peter described Envirotrees’ approach in much the same way: rather than attempting to transform insurance itself, the business has concentrated on understanding vegetation-related risks and helping insurers reduce the impact of subsidence and weather-related claims.

The panel agreed that successful innovation often comes from solving a single problem exceptionally well rather than trying to solve every challenge at once.

Building partnerships

While technology was the backdrop to the discussion, collaboration became its defining message. Each panellist emphasised that lasting success depends upon strong partnerships between insurers and technology providers.

For Mitch, the most successful relationships are built on openness and honesty, with both organisations working together to solve problems and continuously improve outcomes.

Peter explained how long-term collaboration with insurers has enabled Envirotrees to become involved much earlier in the claims journey, helping prevent losses before they occur rather than simply responding once damage has happened.

George identified four qualities that underpin successful partnerships: listening, transparency, collaboration and commitment. He argued that AI is only as effective as the data used to train it, meaning insurers and technology providers must work together if models are to continue improving over time.

Prevention over cure

The conversation also highlighted an important shift taking place across the claims sector: technology is increasingly enabling insurers to identify and reduce risk before claims occur.

For Peter, this preventative approach benefits everyone involved. He emphasised how reducing claims lowers operational costs, improves customer outcomes and helps minimise the wider environmental impact associated with repairs.

As connected technologies and predictive analytics continue to develop, preventing claims may become just as important as handling them efficiently.

Looking ahead

The panel concluded by offering advice to emerging ClaimsTech businesses looking to enter the insurance market.

George encouraged innovators to build genuine barriers to entry through specialist expertise and unique data rather than relying solely on partnerships.

Peter advised businesses to respect the complexity and heritage of the insurance sector, recognising that meaningful change requires patience, persistence and long-term commitment.

Mitch encouraged organisations to understand insurance workflows in detail and remain focused on delivering measurable improvements in speed, quality or customer service.

Although each speaker approached the discussion from a different perspective, they arrived at the same conclusion: technology will undoubtedly continue to reshape claims, but its long-term success will depend on trust, collaboration and a deep understanding of the problems it is designed to solve.

Five finalists – fixzy.ai, FraudOps, Nolana, Swiftcase and Veridox – made it through to the final of ClaimsTech – The Pitch 2026 following qualification stages including a newly introduced, online semi-final programme. The event was hosted by headline sponsor Kennedys and supported by Corporate Partners Solera Audatex and Verisk. Sponsors HLBS, Shift and Unitary also supported the programme, alongside Associate Partners Finpro, InsurLab Germany and Insurtech UK.