🎙️ AI, Innovation, and the Future of Claims: Insights from Heather Wilson of Clara Analytics

In this week’s episode of The Leadership in Insurance Podcast, I’m excited to share my latest conversation with Heather Wilson, CEO of Clara Analytics. Clara Analytics’ AI Claims platform uses its models and data utilities to fully understand each claim, leading to positive outcomes for both claims professionals and customers alike.

From Heather’s background in Fortune 50 companies, over 25 years’ experience of data analytics and driving innovation at scale, this episode dives deep into AI driven technologies and how that is impacting, and will continue to impact, Insurance Talent.

In this episode, we cover:

🤖 AI in Claims Management: How Clara Analytics' AI platform works post-first notice of loss to assess severity and optimise outcomes

🏢 Innovation at Scale: We discussed the challenges and opportunities in leveraging legacy core systems while implementing new AI and data solutions in the insurance industry. Heather emphasised how freeing data from legacy systems is crucial for AI adoption.

Build Vs Buy: We discussed the ongoing "buy vs. build" debate in the insurance industry and how the growing expectation for AI accuracy is impacting this decision for businesses.

👥 Multigenerational Workforce Challenges: Heather discussed managing expectations across multi-generational teams with Gen Z, Millennials, Gen X, all having different experiences of technology.

Knowledge Transfer: Heather spoke about how remote working has impacted Industry knowledge transfer to Gen Z and millennials from older, more experienced colleagues. We discussed how this best happens in a face-to-face environment and that businesses need to find a way to bridge this gap.

As Heather powerfully stated “We need Gen Z to have Critical Thinking Skills as well as AI skills”

💡 We also discussed how Talent Strategy needs to focus as much on redeploying experienced claims professionals, as well as attracting Gen Z talent from an AI or data background, and how the industry needs all these people to thrive.

🔮 Looking Ahead to what’s on the horizon for Clara Analytics with a focus on agentic reasoning, a new approach to AI that leverages multiple data sources to enhance decision-making for claims adjusters.

My key takeaways from this fascinating conversation with Heather: the insurance industry isn't resistant to innovation—it's navigating complex regulatory frameworks, legacy systems, and multigenerational workforces while embracing transformative change. Success requires respecting both the experience of seasoned professionals and the capabilities of emerging technology.

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