Efficiency, Innovation & Execution: Cardinal’s Tech Roadmap

In a candid discussion, Graham Harvey, CEO of Cardinal, offers a practical lens on the evolving intersection of technology and insurance broking. As regulations become more complex and operational costs rise, brokers are struggling to stay efficient while remaining compliant. Cardinal’s goal is to provide technology that simplifies, not complicates, these processes.

Central to their strategy is the Super User Forum, a yearly gathering of insurers and intermediaries who collaborate with Cardinal’s team to shape product roadmaps. This client-led innovation model has identified over 50 actionable priorities that are driving software development aligned with real-world needs.

Harvey also highlights key investments: a controlling stake in Coprox Binder, to streamline claims for both brokers and insurers; a WhatsApp-based self-service platform for client interaction; and an acquisition in the surveying and valuations space, aimed at empowering brokers to provide holistic risk consulting services.

On the topic of AI, Graham offers a refreshing perspective. While useful internally for coding support and some automation, he cautions against overusing the term for what are essentially digital transformation processes like robotics and document digitization. AI, he says, is still in the “show me the money” phase, useful, but not yet the game-changer many claim.

Ultimately, Graham believes it’s not the technology itself but execution that determines success. Change management, client education, and system integration are crucial to adoption. As brokers shift from pure intermediaries to risk advisors, tech must support, not distract from, that evolution. It’s not about doing more with tech, it’s about doing better.

Key Points

• Broker Challenges: Rising regulatory burden, double capture, admin inefficiencies.

• Tech as Enabler: Tools should reduce broker responsibility, not add to it.

• Super User Forum: A collaborative annual workshop with insurers and top clients, now in its 4th year, has produced 57 impactful priorities.

• Execution  Innovation: Adoption is key, having tech is not enough; rollout and change management are critical.

• Key Initiatives:

• Acquisition of Coprox Binder to streamline claims handling.

• WhatsApp-based self-service tool gaining rapid traction.

• Acquisition in the surveying/valuations space to support brokers as risk consultants.

• AI vs. Digital Transformation: Many use AI as a buzzword for automation; true AI use cases are still being explored.

• Practical Use of AI: Coding assistance, policy comparisons, internal process enhancement.

• Trend Outlook: Real progress lies in robotic process automation, not yet in AI-led disruption.