Notch joined Global InsurTech Summit USA in New York as a sponsor. CEO Rafael Broshi chaired the opening keynote panel and joined the afternoon panel on delivering personalized, omnichannel customer experiences at scale. Yuval Peled showed the platform live on stage, and the team spent the rest of the day in meetings with carriers, brokers, and reinsurers before closing it out with a Night with Notch at Zuma. Here’s what we heard.

Key takeaways

• The back office is where the work is. Most conversations landed on submission intake, triage, claims document ingestion, and getting work to the right adjuster or underwriter. Leaders were more interested in agents doing the work behind the scenes than in another screen for their teams.
• Go vertical, not horizontal. Enterprise-wide AI programs built on one big data model are getting stuck in governance. The teams making progress pick one line of business and one workflow, prove it, then expand.
• General-purpose AI isn’t enough on its own. Many carriers already have chat tools in-house. The gap is accuracy, and doing the work exactly the way their underwriters and adjusters do it, with a record of every step.
• Triage is the fastest lever. Better analysis up front means fewer files referred to experts and faster routing to the right one. Teams see it as the quickest way to free up underwriter and adjuster time.
• Business and IT need to start from the same workflow. Several business leaders told us the tools that reach them don’t match how the work actually gets done. Solutions that start with the workflow, not the tech stack, win support from both sides.
• Internal first, then customer-facing. On the CX panel and in meetings, leaders were clear that customer-facing AI still has to prove its guardrails and evals. Servicing teams want agents that support their people first, especially where customers expect white-glove service.
• Fit with existing systems decides the deal. Questions came fast about writing back into core systems, cloud versus on-prem hosting, and running across jurisdictions. Governance and deployment are now part of the first conversation, not the last.