How Symphony is redefining client interaction in insurance

When an insurance client sends a message, every second counts. A delayed reply can cost trust, revenue, and even long-term loyalty. Symphony is helping insurers meet these high stakes head-on. 

“Client expectations have changed dramatically,” says Michael Lynch, COO of Symphony. “Ten years ago, insurers could rely on email and legacy systems. Today, customers want immediacy – they want to talk on WhatsApp, SMS, or WeChat – and that shift creates both opportunity and regulatory risk.” 

Drawing on its experience securing communications in capital markets, Symphony is now bringing the same technology to insurance. Its federation product allows insurers to engage across modern channels while keeping every conversation compliant, secure, and integrated into core workflows. 

“We saw a gap,” Lynch explains. “Firms were either taking the risk of using these off-channel tools and facing fines, or avoiding them and frustrating clients. Symphony gives them a third way: an opportunity to secure, compliant, and fully integrated channels with their workflows.” 

Inside Symphony’s foundation 

Symphony’s origins lie in financial services, where the stakes around secure and encrypted communication have always been the highest. Founded in 2014 by Goldman Sachs, JP Morgan, Citigroup and BlackRock, the company set out to provide a trusted, end-to-end encrypted messaging platform for institutions that demanded nothing less. 

“There wasn’t a single solution that combined real-time communication, workflow automation and regulatory-grade security,” Lynch recalls. 

“That was the original spark behind Symphony, giving regulated markets a tool they could rely on from the trading desk to the back office.” 

Over the past decade, the firm has expanded through numerous acquisitions and further product innovation. Cloud9 modernised trader voice, replacing hardware-heavy systems with cloud-native tools. StreetLinx enhanced secure directory sharing, and Amenity Analytics added AI-driven insights from structured and unstructured data. 

But Symphony’s competitive edge, Lynch argues, is less about the parts than the whole. “What differentiates us is the way we integrate. A customer might start with something simple, like enabling SMS conversations. But once it’s on Symphony, that data flows directly into their CRM, compliance system, and broader workflow. It’s about making communication not just possible, but powerful.” 

The time to change insurance 

Insurance has become one of Symphony’s fastest-growing verticals. The sector faces the same regulatory pressures as capital markets, but with an added layer of customer expectation, and policyholders want to connect on their own terms. 

“Clients don’t want to wait days for an email reply about an annuity or policy,” Lynch explains. 

“They expect the same immediacy they get in the rest of their digital lives.” 

Symphony’s federation product directly addresses this challenge. It allows insurers to meet customers where they are while ensuring conversations are captured, monitored, and integrated into core systems like CRMs and KYC platforms. 

“One of our largest insurance customers brought us in because their annuity wholesaler team was struggling with outdated tools,” says Lynch. 

“By enabling SMS conversations, but feeding those directly into compliance and CRM platforms, we gave them speed, security, and visibility. That’s a game-changer for both the client and the advisor.” 

This results in far safer communication, but also smarter workflows. By connecting conversations to broader data ecosystems, Symphony turns everyday interactions into strategic assets. 

Compliance challenges 

For insurers, compliance is existential. Regulatory fines for off-channel communication have already reshaped the way financial institutions operate. Symphony’s model was built to thrive amidst this reality, building on its foundation in the regulatory landscape that is the capital markets world. 

Lynch explains, “Our history has allowed us to design our security model, our compliance controls, and our workflow automation for industries that can’t afford mistakes.” 

The federation product captures conversations, and it differentiates itself by actively preventing risk. Real-time controls can block sensitive files, flag problematic language, and ensure compliance teams maintain full oversight. 

“Most competitors stop at enabling the conversation,” Lynch continues. “We go further — we integrate that communication into downstream systems, apply AI to surface insights, and give firms confidence that their client engagement is both effective and compliant. That’s what sets Symphony apart.” 

This allows the firm to make insurers more responsive and more resilient. 

He emphasises, “Our customers don’t want transformation that takes years to show value. They want solutions that slot into existing workflows, scale quickly, and actually make their people more productive.” 

By embedding these controls at every layer, Symphony ensures that client interactions meet regulatory standards without slowing business, giving insurers the confidence to engage proactively and securely. 

Vision and future 

Looking ahead, Symphony’s growth strategy focuses on expanding into regulated industries and embedding AI deeper into its workflows. 

The firm has its eyes firmly set on continuing its insurance expansion, but also targeting yet more industries with challenges of similar magnitude.  

Lynch explains, “Insurance is one, private wealth is another, but there are many more. Regulation, legacy technology, and client expectations are common across these markets.” 

AI will be a central driver of this expansion. “As a messaging platform, we sit at the intersection of communication and workflow,” Lynch explains. 

“That means we can deliver AI-driven efficiency ourselves, but we also give customers the ability to build their own AI agents on top of our APIs. They can deliver that intelligence to clients on WhatsApp, SMS, or WeChat, with compliance built in. That’s powerful.” 

Symphony also sees its future role as helping firms modernise at pace, without creating disruption for employees or clients. 

That pragmatic approach underpins its long-term growth. The company is positioning itself not only as a platform provider but as a strategic partner for industries under regulatory pressure. 

By bridging communication, compliance, and intelligence, Symphony aims to redefine how insurers and other regulated players connect with their clients. 

At its core, the firm remains focused on one principle. It’s looking to enable secure connectivity in markets where it has historically been difficult. 

Lynch concludes, “We’re unlocking new methods of communication without compromising security or compliance. In today’s environment, that’s not just an advantage – it’s essential.” 

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