Robert Burr Describes The Ways That Technology Is Changing Insurance

Why It Matters

Because claims are the ultimate test of trust, technology that speeds and perfects payouts will become the primary competitive lever for insurers seeking to retain and grow their customer base.

Key Takeaways

• Seamless digital interactions are essential for modern insurers
• Claims processing remains the critical touchpoint for customer loyalty
• Technology must prioritize policyholder convenience over internal workflows
• Early digital adoption gives insurers competitive advantage in service
• Accurate, timely payouts differentiate insurers in a crowded market

Summary

In the interview, Robert Burr outlines how technology is reshaping the insurance landscape, emphasizing that the industry’s future hinges on delivering seamless, digital experiences throughout the policy lifecycle. He argues that while sales and service matter, the claims process is the decisive moment that can win or lose customers.

Burr highlights three core insights: first, insurers must design interactions on the policyholder’s terms, eliminating friction; second, claims handling is the most visible test of an insurer’s value proposition and must be fast, accurate, and transparent; third, digital tools—from AI‑driven underwriting to mobile claim portals—offer a pathway to meet these expectations without sacrificing operational efficiency.

He underscores his point with memorable remarks such as, “People don’t wake up wanting to buy insurance,” and “It’s a business about paying the right claims,” illustrating that customer goodwill is earned through reliable payouts rather than aggressive marketing. Burr also notes that early adopters of digital platforms gain a measurable edge in customer satisfaction scores.

The implication for insurers is clear: invest in technology that streamlines the end‑to‑end journey, especially claims, or risk losing relevance in an increasingly consumer‑driven market. Companies that can automate verification, accelerate settlements, and provide real‑time status updates will differentiate themselves and capture higher retention rates.

Original Description

In this exclusive segment with FF News, Douglas Mackenzie sits down with Robert Burr, Group Managing Director & CEO of iptiQ for a discussion about the role of technology in the insurance industry. Robert gives us his insight on the ways that new technologies are disrupting the insurance sector, and helping to serve new services to consumers.

“I think technology generally offers a wonderful opportunity for the insurance companies to do better in terms of customer interactions. We have complex interactions with our customers, from the selling process right the way through to the customer service processes and really in some ways the most important part which is the claims process.”

“So our challenge as an industry is to find better ways to make that happen. Unfortunately for us, people don’t wake up in the morning generally and want to buy insurance. So, it’s very very important that those interactions are high quality and seamless. In many ways, on the policyholder's terms rather than ours.”