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When the wind of change blows,
some people build walls,
others build windmills


InsurTech, Artificial Intelligence and Blockchain technology are reshaping the insurance landscape. Equally, consumer behaviour and expectations have been changing constantly over the past years.

The RIAD congress in Dublin gave an insight into what has been happening on the market, showed and discussed most recent data of InsurTech investments and innovations.

One of the highlights was the debate about an Ipsos survey on how consumers perceive legal issues and legal protection insurance.


Presentations and slides

The congress started by focusing on our customers, how their approach towards risks has been changing, and which protection they are looking for.

Kristian Myrseth made delegates understand how people – in particular young people – deal with risks and how they look at insurance. Angela Peacock showed how to think "out of the box" and get really ready to change.

In order to help the legal protection insurance industry to adapt to new technologies and better understand the challenges they involve, Gero Matouschek mapped the landscape of InsurTech and its impact on the business. It emerged that while InsurTech is certainly disruptive it holds big potential and provides leverage for growth. Yannis Samothrakis painted the future for legal protection insurance and demonstrated that technology opens new opportunities for legal protection insurers.

  • Angela Peacock - Global Thought-Leader in Diversity and Inclusion, Chair and founding partner, The People Development Team
    Unconscious bias


The workshops addressed the three main areas where legal protection insurers need to change. Below are the provocative questions and statements used to prompt the discussion.

Culture within your company – Does your internal DNA allow change?
Facilitator: Ward Hameryck, District Manager, Euromex

Communication/ connection with customers - Is it good enough?
Facilitator: Matthew Williams, Head of AmTrust Law, AmTrust Financial Services, Inc. (AFSI)

Insurers’ value proposition to customers – Do legal protection insurer offer what their customers want?
Facilitator: Nicolas Zavalichine, Head of Legal Protection Business Line, AXA Partners

Ipsos survey – Consumer perception of legal issues and legal protection insurance

RIAD asked Ipsos to research how consumer regard legal protection insurance and how they approach legal disputes. The survey was conducted in France, Germany, the Netherlands, and Ireland. In each country, 1000 persons were interviewed, representing the general population aged 18 and over.

The main results of the survey were presented during the congress and showed how consumers evaluate legal protection insurers, estimate the risk of being exposed to a legal dispute, and how they approach dispute resolution.

Polls - Delegate responses

During the conference we asked delegates questions and gave them the opportunity to put their opinion into words. The below is a summary of the replies and points of views we received and it is fair to say that the industry is facing some turmoil: legal protection insurers experience uncertainty how to approach the changing demands of customers and they feel disruption from innovative start-ups and new technologies (please click on the images to view slides).


The good thing first: legal protection insurers are positive that they will

But here is the paradox: at the same time, legal protection insurers see that their customers…

expect more from them than they presently offer…

and they foresee major disruptions for their businesses.


Legal protection insurers see that changes are necessary.

Legal protection insurers find it essential to respond to clients’ needs. But [unconscious] bias makes businesses less responsive, too judgmental, and miss out on opportunities.

Behavioural economics can set legal protection insurers on the right track to serve their customers better.

New technologies like Fin/Insur/LegalTech can help legal protection insurers to enhance their businesses.

Legal protection insurers have already partnered up with Fin/Insur/LegalTechs or intend to do so.

Legal protection insurers are set to buy or develop InsurTech or LegalTech.


Yes, legal protection insurers are ready to shape their future and the future of their customers. They will stay ahead of the game! There is an ancient Chinese proverb which could serve as the motto for legal protection insurers: “When the wind of change blows, some people build walls, others build windmills.”