Reflections from the International Conference on Insurance Claims 2024 – Reimagining Claims Management in a Fast-Changing World

The International Conference on Insurance Claims 2024, held in Romania with the support of IUC, brought together leading insurance professionals, claims experts, and industry thought leaders to explore the current and future landscape of claims management—arguably the most critical moment of truth in the insurer-customer relationship.

Claims management is more than just a back-office process; it is the ultimate reality check for customers. How fast is the insurer responding? How fair, simple, and empathetic is the claims process? These are the factors that define not only customer satisfaction but also long-term loyalty. As emphasized throughout the conference, a company’s claims performance is its most visible promise—and the one customers remember.

To meet rising expectations, insurers must demonstrate not only financial strength and sound risk management but also a high degree of operational agility. Technology continues to play a central role in enhancing efficiency, reducing fraud, and delivering seamless, customer-centric experiences. However, agility, flexibility, and resilience are now equally essential—especially in the face of economic uncertainty, the growing impact of climate change, and evolving societal demands.

Throughout the sessions, experts examined how insurers are responding to the increasing frequency and severity of weather-related claims, the importance of automation and data in speeding up claim resolution, and the role of human touch in maintaining trust during difficult moments.

The conference provided a dynamic platform for knowledge exchange, strategic dialogue, and shared experiences. Organized by professionals for professionals, and supported by IUC, the event underscored that claims are no longer just a function—they are a brand-defining experience.

As the industry moves forward, one message was clear: insurers who innovate in claims, invest in resilience, and stay close to customer expectations will be the ones who lead the future of insurance.