Citizens Property Insurance

Robert Sellers

Robert Sellers is a visionary and goal-oriented IT executive with demonstrated experience in planning, leading, developing, and implementing cutting-edge information solutions to address business opportunities and key corporate objectives. He has over 30 years of proven expertise in the implementation of strategic and innovative enterprise technology solutions, application development, international sales and marketing, and technical product development.

Please tell us about the journey you've had so far and your roles and responsibilities at Citizens Property Insurance.

I have 40 years of experience in IT. I graduated from Florida State University with a degree in Business and Information Systems. After that, I joined a software development company that provided software to large organizations to help develop their business systems. I spent approximately 20 years there in many different roles, starting as a help desk engineer and eventually becoming the technology officer for the organization. I dedicated a significant amount of time to both technical professionals and business teams to understand their preferences for technical outputs and effectively incorporate them into our solutions. After a successful 20-year career as an information technology consultant, I joined Citizens in 2002. Since then, I have progressed within the company, and my current role involves overseeing IT operations and ensuring the smooth functioning of our insurance company, particularly in the dynamic Florida insurance market.

What are some of the major challenges in the Insurance Space?

One major obstacle we have faced is ensuring that policyholders have the necessary resources and capabilities to collaborate effectively with Citizens to receive efficient and satisfactory service, especially when it comes to processing claims. As we introduce new technologies, another concern is how we can guarantee the protection and responsible management of our policyholders' data and private information. Due to the constantly evolving cybersecurity threat landscape, the software providers responsible for different aspects of our business value chain are also making adjustments. We are consistently evaluating and differentiating between genuine threats and those that may not have a significant impact on our organization. Moreover, we prioritize safeguarding data in a manner suitable for its specific type, ensuring appropriate protection measures. I dedicate a considerable amount of time to educate my team and colleagues on the importance and methods of conducting reviews and assessments before incorporating new technology into our organization. Currently, the biggest unknown lies in the field of artificial intelligence and its implementation, particularly in regards to gen ai, within this organization.

"​To effectively operate as a CIO or CTO, it is crucial to have a reliable team that oversees various technology areas such as InsureTech and general tech. This team should assist in making decisions based on empirical data and aligning them with the organization's priorities. "

What strategies have you implemented to effectively introduce solutions to your clients and ensure the safety of their data?

Achieving success in every scenario has always required immense effort. The initial step involves ensuring that the organization comprehends its ownership of risk. Although individuals may eventually endorse the risk, it is fundamentally owned by the organization and impacts the organization as a whole. Consequently, the obligations for maintaining security lie within the entire organization. When managing a development team, it is important for all members, including SMEs, developers, product managers/owners, database and data teams, and cybersecurity teams, to prioritize addressing risks at a level that aligns with the organization's capabilities and willingness to accept them. The initial understanding of ownership of cybersecurity involves educating people on their specific vertical of knowledge and applying it to specific problems. This occurs downstream or upstream within the organization, rather than at the project level. The expending of funds for training people on cybersecurity knowledge ensures that not just the cybersecurity team is aware of risk management approaches, but everyone in the agile team is also aware of these approaches. We have been working in the agile environment for around seven to eight years, which means we need to constantly be vigilant for security threats due to the rapid changes that can occur in an organization or application. As our teams work on delivering new systems, it is important for everyone, including the business users, to consider managing cybersecurity risks.

How do you see the insurance industry evolving over the next few years?

In the next 12 to 18 months, the insurance industry will be focused on understanding and utilizing AI capabilities. We are currently in the early stages of exploring how AI can be applied and are conducting internal experiments and projects to determine its value. We will gain a deeper understanding of how the value equation relates to expenses. With the emergence of InsureTech, we aim to improve decision-making for both our policyholders and our corporation. This includes utilizing resources more efficiently in various areas such as our call center, underwriting organization, and product development. We should identify areas where these tools can provide a deeper understanding of the problem at hand. Furthermore, how we can integrate this technology to support our employees in accomplishing their mission and explore opportunities to automate routine tasks and streamline operations. It is crucial to analyze the quantitative results, and it involves conducting cost-benefit analyses, evaluating the return on investment, and successfully measuring the impact of any new technology introduced. Many insurance companies are trying different things, but if they fail to demonstrate the impact of various strategies on the organization's surplus, customer experience, or the need for utilizing specific policies, there is no reason to engage in different approaches like other insurance companies. We will attempt various approaches, ideally following the scientific method, to assess the outcomes and prioritize actions that yield value. Our goal is to continuously enhance the value we deliver by refining our processes.

Any specific piece of advice that you'd like to share with your fellow peers or other industry leaders?

The key to progress is to continuously acquire knowledge. The realm of technology is evolving rapidly, making it difficult to stay updated on everything. It is crucial to assemble a team dedicated to staying abreast of technological advancements. To effectively operate as a CIO or CTO, it is crucial to have a reliable team that oversees various technology areas such as InsureTech and general tech. This team should assist in making decisions based on empirical data and aligning them with the organization's priorities. In order to overcome the constant distractions brought by new technology, I am focused on building a strong team of individuals who not only possess exceptional skills but also understand the company's priorities. By prioritizing the technology that aligns with our goals, we will be able to achieve success amidst the distractions prevailing in today's world.