Beyond the Best. The Ninety Innovation Podcast.

Does digital always mean better? Or is simplicity the key to great customer experiences?Magic runs entirely on SMS messaging, proving that low-tech solutions can be more human, less complicated, and just as effective.Nick and Toby explore what insurance can learn from this—how cutting complexity and focusing on human-first interactions might be the real innovation.

Is usage-based insurance about more than just lower prices?UBI is often seen as a way to cut costs, but could it reshape how insurers build trust and engage with customers?Liberty Mutual is using data-driven pricing to make insurance fairer and more personalised—but what does this mean for the future of the industry?Nick and Toby explore why UBI is more than just a discount, how it’s changing customer relationships, and what insurers can learn from Liberty Mutual’s approach. Plus, they discuss how innovation techniques can help insurers rethink pricing and engagement.

Can peer-to-peer insurance rebuild trust in the industry?Trust in insurance is at an all-time low. But what if customers worked together instead of against their insurers?Friendsurance, a pioneering German insurer, is flipping the model—using peer networks to reward claim-free behaviour and create a fairer system. But can this really fix the trust problem?Nick and Toby explore why trust in insurance is eroding, how peer-to-peer models work, and what insurers can learn from Friendsurance’s approach. Plus, they dig into how innovation techniques can help insurers rethink risk-sharing and customer relationships.

How much does legacy matter in branding? And when is it time to rip up the rulebook and start again?Jaguar, the historic car brand, has made a bold and controversial move—ditching its classic identity in an attempt to appeal to a new generation. But will it pay off?Nick and Toby explore why Jaguar took this risk, what they’re hoping to achieve, and what insurance companies can learn about the role of legacy in branding. Plus, they dive into how innovation techniques can help insurers revitalize their brands without losing what makes them great.

Claims are possibly the most important part of insurance for a customer, so how do you make sure you're not just meeting but exceeding expectations? With carriers trying to get claims right for decades, we think that Kita, the carbon insurance specialist, have developed a claims experience which is pretty close to being one of the best in the business. Nick and Toby discuss what Kita are doing, what other insurance companies might learn from it, and how its possible to use innovation tools and techniques to get closer to delivering an excellent claims experience.

How do you incentivise people to do things today, that they might not see the benefit of right away? A city in Romania think they may have cracked the code, by incentivising people to build healthy habits, by providing them with...bus tickets! What can the world of insurance learn from this wild, but pretty ingenious idea? Nick and toby wrestle with the concept (and sometimes the pronunciations) to determine if its possible to use innovation techniques to deploy game changing incentives in insurance.

Why does one of the worlds most dangerous running races, also appear to be one of the most exclusive and popular? The Speed Race is an event without even an official route, start date or time, let alone large marketing campaign, so how do they attract some of the biggest names in the world to be a part of their event? The answer is influencers. Listen as Toby and Nick unpack how insurance businesses might learn valuable lessons from The Speed Race on how to leverage social media platforms, and the influencers that reside there, to even greater effect.

Is it possible to use innovation to create experiences for customers that are not just great, but truly memorable? In this episode, Nick and Toby take a look outside of the insurance industry to a brand that's been creating lasting memories for decades, and ask whether any lessons can be learned from toy giant Lego, including whether innovation might help companies create memorable experiences for customers of their own. All tools discussed in this episode can be downloaded for free via the Ninety website here: https://ninety.com/tools.html

What does it mean to be a trusted business? And is it possible for an insurance enterprise to be considered as trustworthy as the UK's National Health Service, considered by millions to be the most sacred institution in the country? In this episode, Toby and Nick explore the key elements of building trust, and whether it's possible to use innovation to build trust with current and prospective customers. To download any of the tools mentioned in this podcast, simply visit: https://ninety.com/tools.html To get in touch with Nick or Toby, simply email nick.reed@ninety.com, or toby.harvey-scholes@ ninety.com

What does 'high net worth' really mean? Who can be considered high net worth today, and in the future? And how can an insurance business develop propositions that high net worth people will find valuable? In this episode, Nick & Toby delve into these questions, and explore the innovation tools and techniques that might be used to be even better than the best in the HNW insurance business. Download the templates discussed during the podcast for free here: https://ninety.com/tools.html Contact either Nick or Toby here: nick.reed@ninety.com toby.harvey-scholes@ninety.com

Lemonade are world record holders at settling claims quickly, just two seconds from submission to settlement. So how can insurance companies be better at settling claims than the fastest in the business? In this episode, we explore whether speed is everything when it comes to claims settlements, how to understand a market leaders strengths and weaknesses and how to take inspiration from the big wide world, to develop a claims service that's truly differentiated. Some important notes for this episode: Download both the business model canvas, and the customer problem canvas mentioned here: https://ninety.com/tools.html Download the book discussed, Talking to Humans, here: https://www.talkingtohumans.com/download.html Finally, get in touch with us by emailing nick.reed@ninety.com. or toby.harvey-scholes@ninety.com

How can companies use innovation to be better at customer loyalty programs than arguably one of the best in the business, Vitality? In this episode, Nick and Toby explore what loyalty means, what people want in return for their loyalty, and how companies can provide it.

Coming to a podcast app near your this halloween, Beyond the Best. The innovation podcast from award winning innovators Ninety, examining the tools and techniques you can use, to be even better than the best in the business.