Topic
Inforce Servicing & Customer Experience
Completing in-force transactions across policyholders, advisors, and operations — without making core replacement the first dependency.
Insights
All insightsBuilding the Standards That Will Power the Next Decade of Annuity Connectivity
This year, a group of forward-looking carriers will onboard to Zinnia inforce servicing technology, powered by Zinnia Live, using new IRI-approved REST/JSON messaging standards — bypassing legacy XML entirely. Zinnia holds a seat on the IRI Messaging Standards Governance Committee and is helping co-author the standards that will shape how the industry operates for decades.
Read moreFebruary 18, 2026The Next Sale Starts With the Last One
The annuity industry has become very good at selling. Paul Tyler, Head of Industry Relations, argues it needs to become just as good at servicing — and explains why the carriers that make post-issue experiences seamless will own the next decade of growth.
Read moreNovember 5, 2025The Insurance Platform Imperative
At Insurtech on the Silicon Prairie, Zinnia CEO George Esposito makes the case for why traditional TPAs must transform into modern platforms or face obsolescence. Watch his talk on how AI is making previously uneconomical infrastructure upgrades viable.
Read moreMay 21, 2025The Gen AI and Digital Dragons Insurance Revolution
Picture walking into an insurance office in 1983. File cabinets line the walls. A thick haze of cigarette smoke hangs in the air. Now fast forward to 2024. An agent is having coffee at home while her AI assistant analyzes 50 applications simultaneously.
Read moreJanuary 30, 2025The $100 Million Client Experience Blind Spot
Imagine finding out you've been walking past $100 bills scattered on your office floor every day for the past year...
Read moreJuly 31, 2025The Digital Demand
Remember when insurance customers were content to wait? When “4-6 weeks for processing” was an acceptable response? Those days are gone forever.
Read moreJune 30, 2025The Great Rewiring
The Great Rewiring How Technology and Infrastructure Are Transforming the Insurance Industry By George Esposito My professional journey began in..
Read morePodcasts
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We Develop Products in Reverse Order — Eric Sondergeld on Insurance's Backwards Playbook
Eric Sondergeld — Managing Director at Greenwald Research, an actuary who spent years in market research at LIMRA before moving to custom research across life, annuities, and distribution — opens with the human cost of getting customer experience wrong. When his mother died in 2019, the life carrier bounced his claim between departments, sent a checklist of documents with an envelope too small to hold them, and never once expressed condolences. When his father passed this year, the same carrier had learned to say "I'm sorry" — but mailed a cryptic claim form and, this time, no envelope at all. From that story Eric builds his central argument: the industry develops products in reverse order, starting with the distribution it already has instead of the consumer it's supposed to serve, then stopping before it ever reaches the customer. Along the way he dismantles the idea of "best practices," explains why the industry's real superpower is copy-and-paste, names the third customer nobody designs for (the beneficiary), and gives a research veteran's read on synthetic respondents and AI moderation.
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Where's My Money? Solving Insurance's Last Mile Problem
Moshe Golomb, CEO of Juice Financial, tackles the $10 trillion check problem still plaguing insurance. After 26 years digitizing payments across retail and banking, he's bringing Uber-like transparency to insurance disbursements — from death claims to annuity payments to international stablecoins. Plus: why 20% of insurance costs are fraud, and how open banking is changing the game.
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Your AI Strategy Is a Document — The Operating Model Is the Difference
Sean O'Donoghue — Chief Digital, AI & Technology Officer at Security Benefit and Eldridge Wealth Solutions, who came to the retirement business by way of DreamWorks, Madison Square Garden, and Major League Soccer — argues that most insurance AI stalls not on the technology but on the operating model. He draws the line for Paul: a strategy is a document; an operating model is a system where everyone already knows who decides, who builds, how it's governed, and how data flows without needing a meeting. He reframes straight-through processing as table stakes and points to “the conversation around the button” — surfacing the consequences of a transaction just in time — as the next battleground, moves employees from “human in the loop” to “human above the loop,” and insists governance is a framework, not a committee, with the advice boundary built into infrastructure rather than decided by a model in a prompt. Security Benefit and Zinnia are affiliated companies under common ownership by Eldridge. Security Benefit is also a client of Zinnia. The views expressed by podcast guests are their own.
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AI Doesn't Know How to Do Your Job. You Do.
Jane Vevea spent 20 years in life insurance before anyone would have called her a tech person. She started at Prudential in 2006 running a retention call center, wholesaled through the bank channel at PNC, got laid off, and made a sharp left turn into insurtech. That detour took her through White Swan, then Atidot — where she was predicting lapses, surrenders, and upsell opportunities using AI before most carriers had even thought to ask the question — and now to xAI, where she works as a finance domain expert on large language models.
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Who Owns the Workflow? The Organizational Problem AI Actually Exposes
Wei Chen is an Associate Professor at the University of Connecticut School of Business and co-leader of the Digital Frontiers Initiative. His central argument: every serious conversation about AI and the workforce stops at the task level — which tasks AI can automate, which jobs are at risk. But tasks are only the bottom tier. The level that actually determines whether AI transforms an organization is the workflow: the connected chain of tasks that produces a business outcome. And the piece nobody's building is ownership — a named human who's accountable for the whole workflow, with the authority to stop it when something goes wrong.
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Zinnia Launches Advanced Digital In-Force Servicing Experience for Annuities
Zinnia announces a fully digitized in-force annuity servicing capability, removing forms from annuity servicing and giving carriers, distributors, advisors, and consumers a connected digital way to manage post-issue transactions.
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Zinnia Drives Industry-Wide Shift to Open API Standards for Annuities
IRI approves four in-force transaction APIs built on Zinnia's Enterprise API framework, establishing a shared modern foundation for annuity servicing across carriers and distributors.
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Zinnia and Kuvare Deepen Partnership as Carriers Demand Faster, Smarter Technology
Expanded adoption of Zahara and Zinnia Live demonstrates how carriers can move faster and operate smarter on a connected technology ecosystem.
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