Instech Podcast: The underwriting evolution through quiet AI transformation

Matt McGrillis recently joined the InsTech podcast to talk about Send’s journey and how the platform is innovating with agentic workflows and AI-powered triage.

It all started in 2017, when Matt, Ben, and Andy set out to transform the underwriting process.

Fast-forward eight years, and Send has become a leading underwriting platform for commercial specialty insurance, embedding AI into core workflows to help underwriters write more profitable business faster. 

The platform streamlines underwriting workflows by automating low-value tasks, enabling underwriters to focus on high-impact decisions and reducing manual work by up to 70%. 

It’s all about allowing and enabling our customers to write better, more profitable business, faster.

Send has embraced AI since 2019, long before it became a buzzword. Today, it’s moving from basic automation to agentic AI, small, smart agents that handle tasks like email triage and surface the right submissions based on appetite, history, and context. It’s not just faster; it’s smarter. 

Flexibility is a core principle. The modular platform integrates easily with third-party data sources, allowing clients to tailor solutions by geography, line of business, or data quality. That adaptability is vital in a market that demands speed and precision. 

When underwriters see they don’t have to rekey data or track everything in spreadsheets, the reaction is usually, ‘Oh wow, it can do that?’

AI adoption in insurance isn’t just a tech challenge; it’s cultural. Send wins over underwriters by showing clear value: less rekeying, fewer spreadsheets, more time to do what they’re best at, pricing risk, and building relationships. 

Underpinning it all is data, structured and unstructured, internal and external. Send captures and organises it to power real-time insights, feeding into broader analytics ecosystems and driving intelligent decision-making. 

AI is great at dealing with unstructured data. We’re helping customers turn emails and attachments into insights they can act on in real time.

With a growing team of 120 across the UK and the US, Send is poised to support over 20 customers in 2025. The goal? Not just innovation for its own sake, but enabling sustainable, profitable growth together with its clients. 

We want our customers to grow in a profitable way, and we want to grow with them.

Listen to the full podcast here.