About this episode

The episode discusses the integration of AI in insurance and the challenges of governance and scalability with insights from Willem Paling of IAG.

AI in insurance has crossed a threshold. The question is no longer whether insurers can experiment with artificial intelligence. The question is whether they can govern it, scale it and trust it fast enough to remain relevant. In this episode of Scouting for Growth, Sabine VanderLinden speaks with Willem Paling, Executive Manager of AI and Analytics at IAG, about what happens when a major insurer moves AI from side project to core operating infrastructure. Willem takes us inside IAG’s agentic AI pivot: a shift from isolated proof-of-concepts to established AI products, embedded governance and human-AI operating models built for regulated insurance environments. IAG has launched more AI models in the past two years than in the previous six combined, created a network of 150 Gen AI activators across the business and deployed CASI, an AI claims assistant supporting real customer conversations. But this conversation is not about speed for speed’s sake. It is about the discipline required to make AI in insurance useful, explainable, scalable and safe. At the centre of the discussion is the “messy middle” of insurance: the friction zone between intake and decision. This is where…

People in this episode

Host: Sabine VanderLinden

Guest: Willem Paling

Topics covered

• AI in insurance
• governance
• scalability
• human-AI collaboration
• claims processing
• data management

Mentioned in this episode

Organizations: IAG

Products: CASI

More episodes of Scouting for Growth

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• Dale Diamond: When a $25K Claim Becomes a $7M Verdict or More · July 2, 2026 · 1h 16m

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