Beyond the Dashboard: How Claims Work REALLY Gets Done...In Practice

​Claims is where insurance keeps its promise. Yet many leaders lack a clear view of how work really gets done, and where talent, time and customer trust are being lost.

Ian Thompson and Grace Hanson have led claims at some of the world’s largest global insurers, managing billions in reserves across complex portfolios. They’ll draw on that experience to confront the gap between executive ambition and claims reality: what leaders miss, why transformation stalls, and how AI can reduce friction while strengthening, not replacing, claims judgment.