Episode #167
Oct 2, 2025
Inside the CIO Lens on Data, AI, and Industry Change
with Steve Kappel from Safety National
SPONSORED BY
Steve Kappel from Safety National takes us inside the CIO’s lens on data, AI, and industry change. Discover why innovation from within matters, how global strategy conversations shape technology leadership, and why educating the industry on AI and data has never been more important.
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In an industry often viewed as slow-moving, Steve Kappel, CIO of Safety National, proves that internal innovation and agile thinking can revolutionize how insurance companies operate. In Episode 167 of the InsurTech Geek Podcast, host James Benham sits down with Steve for a deep dive into how tech leaders can bridge legacy systems, evolving customer expectations, and digital disruption — all while ensuring operational stability and business value.
This conversation offers a masterclass in modern CIO leadership and how to turn innovation into a culture, not just a buzzword.
The Backstory: From Intern to CIO
Steve’s journey began in St. Louis, Missouri, where a planned career in physics morphed into computer science. His first role was at CPI Corp., where he rose from help desk intern to VP of Application Development. But as digital disruption overtook traditional retail photography, Steve transitioned through public-sector consulting before finding his true calling in insurance tech at Safety National.
Today, as the Chief Information Officer and Corporate Senior Vice President, he’s not just managing systems — he’s shaping the future of a $2B+ specialty insurer.
Innovation Through the CIO Lens
Steve emphasizes that true innovation starts with perspective.
“You can’t spend all your time on technology R&D, nor all your time on business capabilities. Balance is key.”
In the complex world of commercial insurance, IT leaders can’t afford to isolate innovation from operational excellence. That’s why Safety National integrates innovation into daily operations through:
- Scaled Agile Framework (SAFe) adoption
- Collaborative product roadmapping with business units
- Lean portfolio management via the Operations Committee
- Ongoing business architecture planning
Spark Tank to Code Wars: Culture-Driven Innovation
One of the standout initiatives at Safety National is the Spark Tank, a company-wide pitch program where employees can present new ideas to a leadership panel. Winning ideas then get prototyped during Code Wars, the company’s internal hackathon.
“Technology is about delivering value — not just chasing the next shiny object.”
This structured yet inclusive approach keeps innovation grounded in business value while democratizing the idea pipeline.
Lessons on Complacency and Comfort
Throughout the episode, Steve cautions against the dangers of becoming too comfortable.
“Success will breed complacency.”
Insurance companies, especially those with stable recurring revenues, are at risk of stagnation. Steve’s approach? Constantly question workflows. Empower everyone — from frontline staff to architects — to challenge the status quo.
The Weight of a V1 in Insurance
When it comes to launching new tech, Steve is clear: there are no true prototypes in insurance.
“There shouldn’t be prototypes in production — there are just V1s.”
With regulatory, cybersecurity, and data accuracy demands, insurers must treat every release as production-grade. Steve explains how they plan across environments — Dev, Test, QA, and Prod — and enforce strict security, scale, and QA protocols.
Global Perspective: Tokyo Marine’s IT Synergy
As a member of the Global IT Committee at Tokyo Marine, Steve collaborates with peers from 70 global companies. What makes it work?
“We provide the most value to each other when we’re willing to show our warts and ask for help.”
This culture of honesty and cross-border collaboration provides Safety National with best practices, technology synergies, and shared intelligence — all without losing autonomy.
Continuous Improvement at the Core
Steve embodies the Two Second Lean mindset — daily incremental improvement.
Even well-established insurance workflows are ripe for rethinking. From streamlining Excel-based approvals to automating routine claims processes, Steve’s philosophy is clear: if it’s inefficient, fix it — no matter how small.
Key Takeaways
✅ Innovation needs perspective: Understanding all business and IT functions allows for strategic, balanced improvements.
✅ Comfort is the enemy: Organizations must continuously evaluate and reimagine their processes.
✅ Build culture, not just code: Hackathons, pitch sessions, and product ownership empower teams at all levels.
✅ Tech = strategy: IT belongs at the decision-making table, driving real business outcomes.