On this episode of Scouting For Growth, Sabine VdL sits down with Sara Mikulski, CTO at Kingstone Insurance, to unpack a transformation story every insurer needs to hear right now: how to rebuild the claims ecosystem around one trusted data spine—and why that foundation matters more than any AI tool you buy next quarter. This is a masterclass in modern insurance tech leadership: pragmatic, human-centered, and relentlessly focused on long-term scalability. The starting point: stabilize first, transform second Sara opens with a refreshingly honest truth: when she began, “success” didn’t mean ripping everything out and launching something shiny. It meant stabilisation—understanding which systems did what, where the data lived, and how to make it work without blowing up the organization. She spent the first 18 months learning what was working, what wasn’t, and what the business was actually ready for. Not because she lacked ambition—because she understood something many transformation programs forget: Disruption without readiness creates resistance, not results. One platform. Clean data. Happier adjusters. From that baseline, Kingstone made a major shift: upgrading the platform and putting processes and data discipline at the center. The goal wasn’t “more technology.” It was better operations: clean, reliable data in the right place processes that people actually understand systems that are easier to maintain and administer And the payoff was immediate and human: adjusters were happier, and IT could finally support the business without constant workarounds. Because when data is trusted and accessible, automation becomes possible—and AI becomes realistic. The AI lesson: don’t run before you can walk Sara delivers one of the most valuable takeaways in the episode: big AI initiatives tied to core systems don’t always go as planned. And sometimes what looks like an “AI problem” is actually a workflow problem. She explains how, by slowing down and dissecting processes, her team often discovered they didn’t need a moonshot. They needed a smart tweak—something that improved usability, reduced friction, and made life easier for the people doing the work. That approach also led to better decisions with less emotion attached—because they were grounded in clarity, not urgency. Efficiency is the driver — but fundamentals are the multiplier Sara acknowledges why AI is surging: efficiency is king. Every insurer wants to take tasks that consume hours and compress them into seconds. But her warning is sharp: if your foundation is weak, AI becomes a band-aid, not a solution. AI will absolutely shape insurance operations— but only if the basics are right first. That’s why the “single trusted place” matters. Build the spine. Make the data clean and true. Identify what adjusters still need to leave the system to find—and fix it. Why enterprise leaders should listen For COOs, CIOs, CTOs, and claims leaders, this episode is a blueprint for sustainable transformation: stabilize before you accelerate standardize data before you automate earn trust before you introduce AI at scale Because the future of claims isn’t just faster workflows. It’s a trusted system of record that lets people—and AI—make better decisions with confidence.