Claims at a crossroads – capacity, risk inflation and the rising cost of certainty
Panel discussionClaims Club (Forum at Broker Expo)
2025-10-09 | 10:00 AM - 10:40 AM
Information
Claims functions are under strategic pressure.
Loss inflation, litigation trends, reinsurance tightening, and climate volatility are colliding with growing customer expectations and capacity challenges, both human and systemic. At the same time, automation and AI tools are becoming embedded in triage and settlement processes, forcing new conversations about accountability, oversight, and value. This session brings together senior claims leaders to share how they are balancing long-term claims integrity with short-term operational resilience in a fast-changing risk environment.
- How are claims teams managing operational capacity as attritional claims rise and complex cases become more resource-intensive?
- What impact are social inflation, repair cost volatility, and legal reform having on reserving and indemnity control?
- Where is AI meaningfully improving speed or consistency, and where is human expertise still non-negotiable?
- What strategic support do Claims Directors need from underwriting, reinsurance and board-level leadership to stay ahead of the risk curve?
Speakers
Greg Cole
Aioi Nissay Dowa Europe (AND-E)
UK claims director
Chris Walsh
AXA UK
Commercial claims director