REPORT
The Claims Playbook: Tech, Trust, and Tactics
Claims is changing – and fast. GenAI is reshaping operations. Litigation and fraud are rising. Expectations are higher than ever. To lead through it, you need more than insight, you need a plan.
Our latest special report, The Claims Playbook: Tech, Trust, and Tactics is your blueprint for action. Backed by proprietary research and exclusive insights from five Chief Claims Officers, this report reveals how to:
- Deploy AI to drive efficiency and elevate CX
- Modernize governance to combat fraud
- Prepare for a surge in litigation with smarter processes
- Balance digital innovation with human empathy
- Build tech roadmaps that prioritize impact over hype
This isn’t about trends – it’s about transformation. Discover what’s working, what’s next, and how to lead your claims function into the future with confidence.
Featuring commentary from five industry experts:
Key insights you can act on:
- 74% of claims professionals expect litigation to increase in the next 12 months
- Carriers see internal tech adoption as more impactful than partnering with insurtechs or launching new products to improve claims experience
- 20% now cite fraud governance as a key strategy – double last year’s figure – highlighting a shift toward proactive fraud mitigation
Check out some snippets of the report below:
“To meet the speed and accuracy demands of modern claims, AI must be embedded into the core of operations—not treated as an add-on…”
Aaron Wheaton, Chief Claims & Customer Service Officer, Clearcover
“As legal complexities and dispute volume in the insurance industry rise, it’s incumbent that claims teams are well positioned through innovation and preparation, especially in catastrophe events…"
Cat Reese, Chief Claims Officer, SageSure
"The rise in GenAI adoption among claims professionals isn’t just a stat—it’s a signal. It reflects real gains in efficiency and experience. But speed isn’t strategy. To futureproof claims, we must innovate with intention—preserving institutional knowledge through ‘knowledge assist’ and enhancing service through intelligent automation. These efforts strengthen customer trust and help insurers prevent the preventable."
Calvin Strong, Chief Claims Officer, PEMCO
Kind regards,
Emma
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