In this episode of FNO: InsureTech, Rob Beller and Lee Boyd welcome Heather Wilson, CEO of CLARA Analytics, for an insightful conversation on how AI is transforming claims intelligence and reshaping the competitive landscape of insurance. Heather shares how CLARA Analytics has been doing 'AI before AI was cool' since 2012, building a platform that now processes millions of claims with 24/7 predictive analytics, and reflects on her own journey as a data science pioneer who has always been years ahead of industry trends.
The discussion explores CLARA's hybrid model that blends AI-driven insights with traditional adjuster expertise, the challenges of building trust in automated systems, and why the future competitive advantage in insurance won't be pricing. Heather offers candid perspectives on the "AI psychology" holding the industry back, the generational expectations that will force change, and why empathy and human judgment remain irreplaceable even as agents handle 80% of the work.
Key Highlights
- [01:49] The founding thesis behind CLARA Analytics and what happens when AI models work while adjusters sleep.
- [05:16] Why CLARA was building AI solutions in 2012 when most people didn't even know what the technology meant.
- [06:51] A surprising analogy that explains why even the most experienced professionals still need AI in their workflow.
- [12:43] How CLARA measures and attributes financial impact to every action an adjuster takes based on AI recommendations.
- [18:25] Why building AI is faster than ever, but there's still one massive obstacle slowing everyone down.
- [21:44] Why the next competitive advantage in insurance isn't pricing, and what will actually determine who wins.
- [27:11] Heather's prediction for when agentic AI will fundamentally reshape the competitive landscape in insurance.
- [38:38] The mental barrier Heather calls "AI psychology" and why it's holding the insurance industry back from transformative change.
- [39:40] What Gen Alpha and Gen Z will say when they look at insurance, and why the industry is running out of time to respond.
