Efficiency Engineers Podcast by Paperbox

Hosted by Frederic Stallaert

Technology Business

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Sep 2025

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About the show

Efficiency Engineers by Paperbox is a show where we take a closer look within insurance mailroom operations and ask the question: Is there a better way? We ask leaders at the core of of claims, policy admin, and underwriting domains who, just like you and me, have this constant urge to find ways where we can do more with less. We touch on the financial, operational, and personal drivers that inspire them to lead transformation projects within their teams, despite the industry's notorious reputation of being slow-to-change and inefficient.

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26 recent

October 26, 202631 min

Insurance Unboxed EP2 | The moment of truth in claims, with Jordan Brownless

An insurer only gets tested when things go wrong. Or does it? Frédéric Stallaert sits down with Jordan Brownless, Claims and Customer Experience Manager at The Insurance Emporium, to explore what really defines the moment of truth in claims. Jordan shares how The Insurance Emporium built a blended service model where digital claim submission and human expertise work side by side. He talks about what customers expect today, what broke when digital claims went live, and why some claims can be fully automated while others will always need a human touch. Along the way, he explains why customer satisfaction beats loss ratio on his board report, and why trust is earned long before a claim comes in.A candid conversation about technology, regulation and keeping the customer at the heart of every decision. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

September 11, 2025Episode 2455 min

Empowering brokers with human-centered tech [NL] - interview with Jan Peeters

In this episode our guest is Jan Peeters, CEO of Portima. Jan shares his journey from a long career in consulting to leading Portima, and how his international experiences shaped his vision on business, technology, and leadership. He explains how Portima supports Belgian brokers with IT and innovation, and why the broker channel remains a cornerstone of the insurance market. We also discuss the evolving role of the broker, the importance of human proximity and advice in a digital age, and Portima’s ambition to shift the balance to a 70-30 ratio between client focus and back-office tasks. Jan highlights how co-creation with brokers drives innovation at Portima, with initiatives like BrioCompare emerging from this close collaboration. Tune in to gain better understanding of how Portima and its partners are shaping the future of the Belgian insurance market with technology, transparency, and a strong human touch. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

November 12, 2024Episode 2340 min

EE E23 - Does the broker still have a future: dare to invest and claim your place in the industry [NL] - Interview with Roel Druyts

In this episode of Efficiency engineers, Frederic Stallaert goes into conversation with Roel Druyts, founder and CEO of Hillewaere group and CEO of Christie’s Real Estate Belgium. He is a bussines leader with experience in acquisitions, real estate, growth and business transformation. Roel shares his view on how technology brings his employees even closer to their customers. He also tells us how strategic partnerships and technology innovation will influence the future of the insurance and real estate sector. Tune in to gain better understanding how Hillewaere has redefined the future of insurance and luxury real estate based on strategic partnerships, innovation and digital transformation. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

September 13, 2024Episode 2245 min

EE E22 - The Augmented Insurer: The Insurance sector is evolving enormously [NL] - Interview with Jan Van Autreve

In this episode of Efficiency Engineers, Frederic Stallaert talks with Jan Van Autreve. He is an experienced business leader with expertise in business transformation, growth, mergers and acquisitions. Celebrated CEO of Delta Lioyd Life, NN Insurance Belgium and ParkLane Insight, among others. Jan shares his view on 'The Augmented Insurer' and gives insight in the next generation Insurance Companies where employees, business and customers come together. Tune in to gain better understanding about how the Insurer of today can transform in The Augmented Insurer of the future. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

September 9, 2024Episode 2138 min

EE E21 - Paperbox CEO: The Mailroom is the Beating Heart of an Insurance Organisation. - Interview with Frederic Stallaert

In this Episode of Efficiency Engineers, our own CEO Frederic Stallaert switched seats for an exclusive interview. He gives you a look behind the scenes of an Insuretech start-up. Frederic dives into the world of transformation: in his life as CEO, in Business and in the Insurance Market. Tune in to gain a better understanding about how insurtechs influence change and transformation. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

February 14, 2024Episode 2026 min

EE E20 - Special Episode: How Successfully Do InsurTechs Drive Radical Innovation in Insurance? Interview with David Clegg

In this Special Episode of Efficiency Engineers, our host and CEO Frederic Stallaert takes his turn to be a guest during an interview with insurance industry expert David Clegg. Together, they dissect a critical question that's (probably) on the minds of many in the sector: Do Insurtechs drive radical innovation in insurance? How successfully or otherwise? Tune in to gain a better understanding about how insurtechs influence change and transformation within an industry that has a reputation of being change-averse. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

December 11, 2023Episode 1933 min

EE E19 - How Shifting From A Tech to Product Perspective Created More Impact for Customers • Bjorn Vuylsteker, CPO WeGroup

Today we're joined by Bjorn Vuylsteker, the co-founder and CPO of WeGroup, and a LinkedIn Top Product Management Voice. He shares how shifting his approach from a technologist's perspective to a more customer-centric product mindset made a massive impact on how it helped shape WeGroup's strategy. Bjorn further explains the value-giving initiative of conducting AI technology workshops for their customers and how it has helped open their eyes to the possibilities of innovation. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

November 27, 2023Episode 1822 min

EE E18 - Strong Client Retention Is The Result of Operational Efficiency • Helen Burke, COO at Teambase

We all know that it is easier to keep and retain clients than find and onboard new ones. Noting this fact, what must brokers focus on to achieve strong client retention? The answer won't surprise you, as it is hiding in plain sight. In this episode, Helen Burke (COO, Teambase), walks us through why operational efficiency must be a key priority for insurance broker organizations, and how focusing on this helps their customers win new business, level-up their USP (unique-selling proposition), and retain a loyal client base. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

November 13, 2023Episode 1732 min

EE E17 - Leading with the DNA of a Mutuality • Frederic Melle, Chief Product Officer, AMMA Insurance Belgium

What drives decisions within the leadership of mutual insurance companies? Seasoned industry veteran Frederic Melle gives us a glimpse into his role at AMMA, a Belgian mutuelle focused on the medical liability sector. He highlights the DNA of a mutuality versus a for-profit insurance company and how it guides them on how they define innovation, take-on such projects, and the unseen cost of "legacy" within insurance organizations. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

October 9, 2023Episode 1632 min

EE E16 - After the GPT Hype: What's Next and What To Expect • Matthias Feys, CTO of ML6

GPT is here and its adoption is exponentially growing. After the hype of ChatGPT's launch, what's next for the technology and what should businesses expect in the coming years? We deep dive into the frenzy of the business world trying to wrap its head around GPT's impact on how we do our day-to-day work as we know it. As business leaders, what questions should we be asking to future-proof our organizations? What topics around GPT must we be aware of to keep us from becoming obsolete? Matthias Feys, CTO of AI scale-up ML6 gives us all the details in this episode all about GPT. Hey, it's Fred. Thanks for tuning in to our show. Let's connect on LinkedIn ! 🤝

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