Ep 42 | Building Tomorrow's Insurer | Rethinking Friction: Payments Lessons for Insurers with Monoova

Payments might be the least glamorous part of insurance — but they’re one of the most powerful levers for customer experience, efficiency, and competitive advantage.In this episode of Building Tomorrow’s Insurer, Nigel Fellowes-Freeman sits down with Ed Wiley (Head of Growth, Monoova) and David Greene (Chief Commercial Officer, Monoova) to unpack one of the most overlooked transformation opportunities in insurance: how money actually moves.Monoova’s team has spent decades reshaping payment infrastructure across industries. Today, they break down what insurers need to know — and what they can learn from more advanced sectors like e-commerce, utilities, and cross-border payments.In this episode:Why insurance payments are “stuck in the ’90s”How real-time payments (NPP & PayTo) unlock instant customer delightThe hidden cost of direct debit — and why BECS deprecation makes change unavoidableWhat e-commerce can teach insurers about conversion and checkout journeysAutomating reconciliation: the 5% problem that drives 95% of customer complaintsHow partners can help insurers modernise without multi-year transformationThe future of payments: ubiquity, automation, and AI-enabled money movementWhether you’re an insurer, an underwriter, or an insurtech founder — this episode gives you a clear view of where payments are heading, and why the next five years will redefine how premiums and claims flow.