Lemonade's recent glitch sheds light on public fears about AI -- and about what must be done to keep AI innovation from slowing. Being a disruptor is hard. It requires taking disproportionate risks, pushing the status quo and -- more often than not -- hitting speed bumps. Recently, Lemonade hit a speed bump in their journey as a visible disruptor and innovator in the insurance industry. I am not privy to any details or knowledge about the case or what Lemonade is or isn't doing, but the Twitter event and public dialogue that built up to this moment brings forward some reflections and opportunities every carrier should pause to consider.

Advertisements about those methods often mention how customers can sign up for policies faster, file claims more efficiently, and get 24/7 assistance, all thanks to AI. However, a recent Twitter thread from Lemonade -- an insurance brand that uses AI -- sheds light on this practice's potential issues. People saw it, then decided the Lemonade AI approach highlights how technology may hurt and help, depending on its application. Many companies don't divulge details about how they use AI. The idea is that keeping the AI shrouded in mystery gives the impression of a futuristic offering while protecting a company's proprietary technology.