Brian Poppe on Mutual of Omaha’s AI and Innovation Path
Brian Poppe’s 15 years at Mutual of Omaha have been marked by diverse roles, giving him a broad understanding of the company’s operations. From product development and risk management to IT and data strategy, his experience spans many areas. Now leading the Income and Wealth Planning unit, he manages annuities, life insurance, and health products, gaining a comprehensive view of the mutual carrier’s inner workings.
Integrating AI with Insurance Innovation
For Poppe, innovation in insurance goes beyond technology—it’s connected to product strategy, distribution, and customer experience. Artificial intelligence is front and center in this evolution. He outlines AI adoption in four phases, similar to how businesses embraced the internet:
- Phase 1: Basic awareness and initial use.
- Phase 2: Using AI to assist with tasks.
- Phase 3: Designing processes around AI capabilities.
- Phase 4: Integration of AI-driven processes for seamless workflows.
Mutual of Omaha is currently operating between phases two and three, focusing on unlocking data locked in isolated systems so AI can work effectively across departments.
Current AI Applications at Mutual of Omaha
AI tools are being used internally to support employees while keeping humans in the decision loop. Microsoft Copilot is being rolled out company-wide, helping with tasks like transforming Excel data into presentations, drafting documents, and summarizing meetings. Developers also benefit from AI-assisted coding, reducing project timelines significantly.
The company is piloting an AI-powered knowledge base to help sales support teams access accurate policy information quickly. While external AI applications are planned, they remain cautious due to regulatory requirements and the need for reliability.
Data Challenges Remain a Barrier
Siloed systems and fragmented data continue to slow progress. Poppe points out that as customer needs grow more complex, integrating data from legacy systems into unified tools becomes harder. Mutual of Omaha is committed to breaking down these data silos, understanding that doing so is essential to advancing AI adoption and meeting customer expectations.
He compares this work to building momentum with a flywheel—starting with small wins to create demand for further integration.
Product Philosophy: Simplicity and Transparency
While AI reshapes processes, Mutual of Omaha focuses on clear, straightforward products. Poppe emphasizes that customers value simplicity and predictable experiences. Financial products should not be complicated just to increase margins.
Being a mutual company, owned by policyholders, supports this customer-first approach. The company is also exploring ways to make policy communications easier to understand, including plain-language summaries that customers can share with family.
Moving Toward More Personalized Products
Poppe expects insurance products to become more personalized without losing simplicity. For example, term life policies could adjust coverage based on specific needs, such as mortgage duration or college expenses, rather than fixed terms and rounded amounts.
He foresees AI tools helping advisors and customers create these tailored solutions while keeping the buying process straightforward.
Digital Transformation Focused on Associates
Mutual of Omaha’s digital efforts target improving the work environment for employees as much as the customer experience. AI tools speed up development and equip support teams with instant access to policy data, reducing friction for those serving customers and distribution partners.
Poppe notes that efficient tools for associates are essential to delivering excellent customer service.
AI as the New Business Baseline
Poppe believes AI will soon be as fundamental as the internet in business operations. Once data integration challenges are solved, companies will have the tools needed to deliver fast, accurate, and personalized service without excuses.
His role now involves creating the products, processes, and infrastructure that enable these AI-driven improvements, benefiting both customers and employees.
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