The Insurance Heads of Digital Report 2022

How Digital Leaders Can Drive Down Costs, Satisfy Customers, and Augment the Brand

Executive Summary

Legacy technology and mindsets are standing in the way of the urgent drive among insurance heads of digital to introduce much-needed digitization. Understanding which strategies can help them overcome obstacles and execute on their digital agendas will be key to their success.


  1. How is the insurance head of digital role evolving?
  2. What’s top of mind for insurance heads of digital?
  3. How can insurance heads of digital be successful in their roles?

WHAT’S IN THIS REPORT? Exclusive interviews with heads of digital at some of the largest and most digitally mature insurers and insurtechs in the US and Europe, alongside insights into how digital leaders’ roles and responsibilities are evolving, what’s top of mind for them, and how they can succeed in a fast-growing, competitive market environment.

KEY STAT: Insurance tech spending will grow by over 25% in both the US and the UK between 2022 and 2026, per our forecast. This will support digital leaders’ push to digitize core capabilities along the value chain, improve digital self-servicing platforms, and enhance personalized experiences and products.

Here’s what’s in the full report


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    Table of Contents

    1. Executive Summary
    2. Key Points
    3. New Demands Add to Unresolved Legacy Struggles
    4. Leadership Buy-In Elevates the Insurance Head of Digital Role
    1. What’s Top of Mind for Insurance Heads of Digital Right Now
    2. How Heads of Digital Can Succeed With Customers
    3. How Heads of Digital Can Succeed Internally
    4. Insider Intelligence Interviews
    1. Read Next
    2. Sources
    3. Media Gallery

    Interviewed for This Report

    Ellen Carney
    Forrester Research
    Principal Analyst
    Interviewed August 1, 2022
    Mark Evans
    Direct Line Group
    Managing Director, Marketing and Digital
    Interviewed July 25, 2022
    Mike Fitzgerald
    Advisory Industry Consultant
    Interviewed August 4, 2022
    Laura Hale
    Co-Founder and Chief Product Officer
    Interviewed July 25, 2022
    Chetan Kandhari
    Nationwide Insurance
    Senior Vice President and Chief Innovation and Digital Officer
    Interviewed July 26, 2022
    Jill Kellett
    Root Inc.
    Senior Director, Product Design
    Interviewed July 25, 2022
    Sergi Baños Lara
    Interviewed July 13, 2022
    Sears Merritt
    Head of Enterprise Technology
    Interviewed August 3, 2022
    Renaud Million
    Interviewed August 5, 2022
    David Sun
    Senior Vice President, Portfolio Management and Agile Delivery for US Group Benefits
    Interviewed July 19, 2022
    Nigel Walsh
    Managing Director, Insurance
    Interviewed August 11, 2022
    Todd Zino
    By Miles
    Chief Product and Technology Officer
    Interviewed July 13, 2022

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    Eleni Digalaki


    Tyler Brown
    Senior Analyst
    Caitlin Cahalan
    Researcher, Financial Services
    Maria Elm
    Senior Analyst

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