Meet the Pros: Kristy Lovegrove

1. How is technology reshaping the resilience conversation?

Technology has become central to operational resilience, but it cuts both ways. On one side, digital transformation brings speed, scalability and data-driven insight. On the other, it introduces new dependencies and vulnerabilities.

With insurers embracing AI, automation and cloud infrastructure at pace, their operations are more interconnected than I think at any time in the past. This brings efficiency but also exposure.

The real challenge is to harness technology without losing control of risk. Done well, technology strengthens resilience by providing real-time visibility, centralised monitoring and data-led decision-making.

2. Why is AI often described as a double-edged sword?

AI is transforming how insurers manage risk, analyse data and deliver customer service, but it also adds layers of complexity. Many firms are now using AI-driven underwriting tools and automated claims systems, yet these same systems can be exploited or fail in unexpected ways.

It’s well known that around 60% of data breaches originate from third parties, and as insurers increase their reliance on AI-enabled vendors, they inherit those risks too. However, AI is also part of the solution. We’re seeing growing use of intelligent automation to enhance due diligence and audit processes.

AI can flag inconsistencies, triage large data sets and help identify high-risk partners faster than ever before. The key is balance – using AI to strengthen resilience while keeping human oversight firmly in the loop.

3. How can technology businesses support insurers in this environment?

The best technology partners understand that their role is to help insurers focus on their core purpose: sound underwriting and service delivery. Technology should simplify, not distract.

By outsourcing complex digital functions such as infrastructure management, workflow automation or cyber monitoring to trusted partners, insurers can direct more of their energy towards pricing, claims accuracy and product innovation.

At Pro, we focus on building smart, scalable and auditable solutions that make day-to-day processes more efficient and compliant, freeing insurers to concentrate on the strategic decisions that drive value.

4. How does vendor due diligence create a more resilient ecosystem?

I think it’s a good point to make. Strong third-party due diligence doesn’t just protect insurers – it also helps their vendors improve. When conducted collaboratively, audits and assurance reviews give partners visibility over where they need to strengthen their own controls, cybersecurity measures and continuity planning.

It becomes a virtuous circle – the more robust and transparent each partner becomes, the stronger the overall supply chain. We often find that technology providers welcome this process because it builds trust and creates an opportunity to align resilience standards across the entire ecosystem.

Good vendor assurance benefits both sides – it’s not about fault-finding, but about collective improvement.

5. Where is digital resilience heading next?

The future is predictive, and it is also agentic. As data analytics mature, insurers will move from reacting to disruptions to anticipating them and taking action to prevent them in real-time. We’re already developing tools that help forecast stress points in vendor networks, monitor cyber exposure in real time and model operational risks before they materialise.

This next phase of resilience will be less about recovery and reporting – although these elements will still be critical of course – but also more about foresight.