Consistency and stability. These insurance industry cornerstones support our capacity to understand and price risks. They provide the financial strength that allows our industry to weather all kinds of financial, economic and natural disasters—and even a pandemic. They also fuel the traditional leadership and management styles that have prevailed for decades.

In 2020, we quickly pivoted to virtual workplaces. For many insurers, this exposed gaps in the digital capabilities offered to customers, challenged leadership, and highlighted the volumes of paper still coming in and going out. It also shined a light on how critical our human resources are as well as how siloed some operations had become.