What major ‘lightbulb’ moments have occurred since working with Pathfindr - i.e. in what ways have you been able to reimagine what’s possible?

H: Our collaboration with Pathfindr reinforced a belief at Honey that we can challenge traditional timelines and approaches. The major lightbulb moment wasn’t just around technological implementation, but a validation of our inherently innovative mindset around not needing to follow the industry’sconventional multi-year roadmaps.

As a team that already prioritises innovation and customer focus, we found that this partnership created space for our talented staff to apply their insurance expertise in new ways. We realised that by combining our deep industry knowledge and customer-centric approach with targeted AI capabilities, we could accelerate our existing transformation roadmap in customer-facing operations.

A significant realisation was how our team’s willingness to challenge the status quo positioned us perfectly to integrate these new AI tools. Their adaptability and forward-thinking approach allowed us to reimagine customer conversations; transforming them from transactional exchanges to more meaningful interactions where our team members could focus on what they do best—supporting customers with personalised, empathetic service.

Our collaboration with Pathfindr also confirmed our belief that technology should enhance, rather than replace, human connections. This aligns perfectly with Honey’s existing philosophy of making insurance more human-centred and approachable.

In working with Pathfindr, what did you & your team make possible that previously wasn’t? What big changes, optimisations or new ways of thinking, doing, being have come to light?

H: Our partnership with Pathfindr has enabled us to build on Honey’s strong foundation of innovation and customer focus. Together, we’ve compressed implementation timelines from years to months, allowing us to bring our vision for customer-facing AI to life much sooner than industry standards would suggest possible.

This acceleration builds on Honey’s existing culture of agility and a willingness to challenge conventional timelines. Our team has always pushed boundaries, and this collaboration has created new channels for that innovative energy to flow into tangible customer benefits.

A new way of thinking that has emerged is how we view the balance between technology and human touch. Rather than seeing these as competing elements, we’ve reinforced our belief that technology works best when it amplifies our team’s existing strengths. This perspective aligns perfectly with Honey’s long-standing commitment to making insurance more personal and accessible.

The biggest change hasn’t been technological—it’s been in how our team members now have more freedom to express Honey’s customer-first values in every interaction, unburdened by administrative complexities that previously consumed their attention.

What’s next in Honey’s supercharge today,reimagine tomorrow journey?

H: Building on Honey’s foundation as an innovator in insurance, our next steps focus on expanding how we apply these collaborative learnings across more customer touchpoints. We’re particularly excited about extending our customer-centric AI approach into proactive risk prevention—an area where Honey has always sought to differentiate itself.

Our team is exploring how we can use predictive insights to help customers prevent claims before they happen, which aligns perfectly with our existing philosophy that the best insurance experience is one where claims are avoided altogether. This represents a natural evolution of Honey’s commitment to challenging the typically reactive insurance model.

We’re also looking at how we can further empower our team to create even more personalised customer journeys. Having established a strong foundation in customer service AI, we’re now exploring how these tools can help us tailor coverage recommendations and risk management advice to each customer’s unique situation—building on Honey’s existing strength in customisation.

The next frontier for us is developing what we call “anticipatory service”—where we can predict customer needs before they arise and proactively address them. This builds on Honey’s existing customer-first mentality but takes it to new heights through the intelligent application of data and AI.

Throughout all these initiatives, we remain committed to Honey’s core value of challenging industry conventions. Our collaborative approach with partners like Pathfindr enhances our ability to move quickly, but it’s our team’s innovative spirit and deep customer understanding that will continue to drive our success in reimagining what’s possible in insurance.

Where would you now plot your organisation &/or team on the AI adoption spectrum?

H: Our partnership with Pathfindr has built on
Honey’s already strong AI adoption and our appetite for technology innovation. Prior to this collaboration, we were already leveraging AI across various internal operations, demonstrating our commitment to being at the forefront of technological advancement in insurance.

What this partnership has enabled is a significant leap forward in how we apply AI at the customer interface. We’ve moved from being early adopters of AI solutions to becoming pioneers in customer-facing AI implementation. This progression reflects our organisation’s innate technology hunger and our willingness to push boundaries.

I would now plot Honey as firmly in the “AI innovator” category within the insurance sector. We’re not just implementing off-the-shelf solutions—we’re actively shaping how AI can transform customer experiences in ways that align with our values and vision. This positioning builds naturally upon our existing technological foundation and innovative culture.

The key difference is that we’ve accelerated our journey from “AI-enabled” to “AI-driven” in our customer interactions. Our teams now operate with AI as an integral component of their workflow ratherthan a supplementary tool, allowing us to deliver on our customer focus in more sophisticated ways.

What’s particularly noteworthy is how quickly we’ve made this transition, which speaks to both our pre-existing technological capabilities and our team’s adaptability. The collaborative partnership with Pathfindr has amplified our inherent strengths, allowing us to leverage our technological aptitude in new and more customer-centric ways.

This progression reinforces Honey’s position as a technology-forward insurer that continuously seeks new ways to harness innovation for tangible customer benefits—a trait that has been central to our identity since inception.