ReSource Pro, a strategic operations partner serving the insurance industry, has named Michael Costonis as President of Insurance Business Services, appointed to lead the agentic process management era in insurance.
He brings a wealth of experience to his new position, having spent decades advising insurers before stepping into the role of Chief Operating Officer at CNA, one of the largest commercial carriers in the United States.
Costonis joins ReSource Pro with over 30 years of industry experience, having spent a 26-year tenure with Accenture as Senior Managing Director and Global Insurance Industry Practice Leader, overseeing a $2 billion practice.
During this time he also advised over 50 carriers worldwide on strategy, underwriting, claims, and large-scale transformation, including patenting an analytical approach to optimising claims.
In 2018, the executive moved from advisor to operator, joining CNA Insurance as COO. he co-led a multi-year transformation, rebuilding technology and operations leadership, and initiating one of the industry’s first large-scale cloud and AI partnerships with Google.
He later served as EVP and Global Head of Marketing, Strategy, and Innovation.
“What drew me here was the chance to build something the industry genuinely doesn’t have yet,” said Costonis. “Most organisations today are forced to stitch together solutions across multiple providers, none of whom fully understand how their business operates end to end. The real value comes from integrating people, process, and AI into a model that learns, governs itself, and consistently delivers better outcomes.”
Costonis’ arrival to ReSource Pro comes at a pivotal moment, the company highlights. Despite the rapid adoption of artificial intelligence (AI), results have lagged.
The issue often lies in implementing numerous point solutions that increase complexity without tangible improvements in outcomes. The challenge is no longer access to technology, but rather optimising how the work is actually done, ReSource Pro explains.
In his new position, Costonis will lead the company’s strategy to address this challenge, focusing on unifying data, workflows, system integration, managed services and AI into a single operating layer.
This unified approach aims to help insurers run faster and with greater accuracy by treating AI as an integrated component of the work flow rather than an add -on.
Under Costonis leadership, ReSource Pro will lean on Agentic Process Management. This operating model uses AI agents to execute complex insurance workflows under expert human guidance, ensuring that technology scales with a governed, transparent system.
Dan Epstein, Chief Executive Officer of ReSource Pro, commented: “AI isn’t powerful because of the model, it’s powerful when deep insurance expertise and operational discipline are embedded into every workflow.
“That’s what ReSource Pro has been building toward. Michael understands both the complexity our clients operate in and what it takes to fundamentally improve how that work gets done.”
