Today, we’re joined by Simon Glairy, a recognized expert in insurance and Insurtech, to discuss one of the most critical shifts in the industry: the move from legacy systems to cloud-native platforms. We’ll be exploring how a storied institution like NFU Mutual is navigating this complex journey. Our conversation will delve into the practical impacts of this transformation on their vast agency network, their strategic ambitions in new, dynamic markets, and the fundamental challenge of weaving cutting-edge technology into a business model built on tradition and trust.
To reduce the administrative burden on your 300-strong agency network, what specific on-premises inefficiencies are you targeting? Could you walk me through how the cloud platform will practically improve daily workflows and premium collection for your agents on the ground?
The core issue we’re tackling for the 300-agent network is the friction and delay inherent in older, on-premises systems. Think of it as replacing a winding country lane with a multi-lane highway. Previously, agents were bogged down by slow, siloed processes that made simple tasks, like updating a policy or processing a payment, incredibly cumbersome. This administrative drag is a significant drain on their time and energy. By moving to a cloud platform, we’re providing them with a unified, responsive system that streamlines these workflows. For premium collection, this means faster processing times and fewer manual errors, which directly improves the agent’s ability to provide the seamless, trusted service their members expect.
NFU Mutual is targeting growth in commercial and high-net-worth sectors. How does a cloud-native model provide the specific agility needed to respond to these market dynamics, and can you share an example of how this will reduce time-to-market for a new insurance product?
Those specific sectors, commercial and high-net-worth, are incredibly dynamic; their risk profiles and needs change rapidly. A traditional on-premises infrastructure is simply too rigid to keep up. It’s like trying to steer a large cargo ship in a narrow, fast-flowing river. A cloud-native model, however, gives us the agility of a speedboat. The ability to rapidly update the system is the key. For example, if we identify a new coverage need in the high-net-worth market, instead of a months-long development cycle tied to physical hardware updates, we can design, test, and deploy a new product feature in a fraction of the time. This reduction in time-to-market is a massive competitive advantage and essential for capturing growth in these sophisticated segments.
With the adoption of the Guidewire Data Platform, what specific business insights do you hope to generate that were previously unavailable? Please provide an example of how this unified data environment will support your growth strategy in a tangible way, perhaps with a specific metric in mind.
The real power of the Guidewire Data Platform lies in creating a single source of truth from what was previously a fragmented data landscape. Before, critical property and casualty data was scattered, making it difficult to see the bigger picture. Now, by unifying this data, we can move beyond basic reporting to generate genuinely sophisticated business insights. For instance, in our push into commercial lines, we can now analyze claims data alongside policy information and market trends with much greater depth. This could reveal a previously unseen correlation between certain business types and specific emerging risks, allowing us to proactively develop a specialized insurance product for that niche, directly supporting our growth strategy in a targeted and measurable way.
The Jutro Digital Platform allows for instant product updates across all digital intake points. Beyond speed, how will this capability transform the user experience for your employees and members? Could you describe the first feature you plan to roll out using this system?
The “update once, expose everywhere” capability of the Jutro platform is about much more than just speed; it’s about consistency and reliability. For our employees and agents, it eliminates the frustrating experience of seeing different information in different systems, which erodes confidence and efficiency. For our 900,000 members, it means a seamless, modern experience whether they’re on our website, a mobile app, or interacting with an agent. The first feature we’d likely roll out would be a minor but meaningful policy adjustment option, something like adding a new piece of equipment to a business policy. Being able to push that update live across all channels instantly demonstrates our commitment to a modern, user-centric experience and builds a foundation for more complex innovations.
Your organization is blending a long-standing, community-focused agency model with a modern, cloud-first infrastructure. What are the key challenges in this integration, and what steps are you taking to ensure your traditional service values are enhanced, not diluted, by this technological shift?
The primary challenge is a cultural one: ensuring that technology serves and enhances human connection, rather than replacing it. Our agency network is the bedrock of the trust we’ve built over decades; it’s personal and community-based. The risk is that a purely technological solution could feel cold or impersonal, diluting that core value. To prevent this, we are framing this shift as a tool to empower our agents. By reducing their administrative workload, the cloud platform frees them up to do what they do best: build relationships, provide expert advice, and be there for our members. The technology handles the repetitive tasks, so our people can focus on providing the high-touch, stable presence in local communities that has defined our brand.
What is your forecast for the adoption of cloud-native core systems among traditional, member-owned insurers over the next five years?
My forecast is that adoption will accelerate dramatically, moving from an option to an imperative. Mutual insurers, whose primary duty is to provide long-term stability and value to their members, are realizing that legacy on-premises systems represent a significant operational and competitive risk. The need for agility to respond to market changes, the demand for sophisticated data insights, and the rising expectations of members for seamless digital experiences are powerful drivers. Within five years, I believe a significant majority of these traditional insurers will have either completed their migration to a cloud-native core system or will be well underway, viewing it as a foundational investment in their future relevance and resilience.
