10-minute video
In this conversation with Insurer TV, Chief Claims Officer Jamie Carsey shares how the claims team is evolving to meet today’s challenges and tomorrow’s opportunities. From real-time data and digital tools to specialized talent and a focus on the human element, she highlights how we’re delivering smarter, faster, and more connected claims experiences - backed by the deep knowledge and collaboration our policyholders and partners rely on.
Key insights:
Balance technology with the human element.
While automation and data tools can enhance speed and efficiency, maintaining empathy and expert judgment in claims handling is key to delivering meaningful outcomes.
Leverage real-time systems for better decision-making.
Modern claims platforms that enable real-time data sharing and electronic payments can streamline processes, reduce delays, and improve the experience for all stakeholders.
Use claims data to inform underwriting.
Integrating claims insights into underwriting and actuarial workflows helps support more accurate pricing and create well-rounded risk solutions.
Prioritize specialized talent.
Recruit and retain professionals with deep product knowledge and real-world experience—especially in complex or niche areas—to ensure claims are handled with confidence and precision.
Build a strong foundation through culture and training.
Invest in onboarding, continuous development, and a people-first mindset to grow the next generation of claims professionals who are both technically skilled and customer-focused.
Watch the full interview above for insight into the trends reshaping the future of claims handling.