From heading Accenture’s global insurance practice to serving as COO of CNA, Costonis brings a unique breadth of industry experience to further extend ReSource Pro’s leadership in insurance operations
ReSource Pro, a leading strategic operations partner serving the insurance industry, announced the appointment of Michael Costonis as President of Insurance Business Services. Costonis brings a rare combination of experience, 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.
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From heading Accenture’s global insurance practice to serving as COO of CNA, Costonis brings a unique breadth of industry experience to further extend ReSource Pro’s leadership in insurance operations
His appointment comes at a pivotal moment. While AI adoption has accelerated, results have lagged. Many organizations have layered in point solutions that add complexity without improving outcomes. The challenge is no longer access to technology; it is how work actually gets done.
In his new role, Costonis will lead ReSource Pro’s efforts to address that challenge, bringing together data, workflows, systems integration, managed services, and AI into a unified operating layer that enables insurers to run faster, more accurately, and with greater control.
“What drew me here was the chance to build something the industry genuinely doesn’t have yet,” said Costonis. “Most organizations 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.”
Strategist. Operator. Insider.
Costonis spent 26 years at Accenture, where he served as Senior Managing Director and Global Insurance Industry Practice Leader, overseeing a $2 billion practice and advising more than 50 carriers across 21 countries. His work spanned strategy, underwriting, claims, and large-scale transformation, including the development of a patented analytical approach to optimizing claims outcomes.
In 2018, he moved from advisor to operator, joining CNA Insurance as Chief Operating Officer. There, he partnered with the CEO to lead a multi-year transformation, rebuilding technology and operations leadership and driving 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, aligning distribution, broker strategy, and technology.
From AI Adoption to Operational Execution
The insurance industry is not facing a technology problem. It is facing an operational one. AI does not fix inconsistent workflows; it scales them. Organizations that have standardized how work gets done are positioned to capture real value. Those that haven’t will see fragmentation accelerate.
ReSource Pro partners with insurers to close that gap and bring in the operational discipline required to make AI work. With more than two decades embedded in the core operations of carriers, MGAs, wholesalers, and agencies, the company delivers what technology alone cannot: the ability to operationalize AI at scale.
This approach is reflected in ReSource Pro’s leadership in Agentic Process Management, an operating model where AI agents execute complex workflows under expert guidance, within governed systems designed for accuracy, transparency, and continuous improvement.
Costonis understands this environment firsthand. He has lived the 4:45 PM Friday before a binding deadline and knows the gap between a compelling pilot and a solution that holds up at enterprise scale.
“The companies that will lead this industry aren’t the ones with the most AI tools,” said Costonis. “They’re the ones with the operational clarity to deploy them.”
“AI isn’t powerful because of the model, it’s powerful when deep insurance expertise and operational discipline are embedded into every workflow,” said Dan Epstein, Chief Executive Officer of ReSource Pro. “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.”
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