In September 2022, Hurricane Ian slammed into Florida, leaving behind more than $110 billion in damages. Within days, insurers were inundated with hundreds of thousands of claims. Phone lines jammed, websites crashed, and policyholders desperate for relief grew frustrated as settlements stalled. The financial toll was staggering, but the reputational toll was equally severe. Customers who had trusted their insurers to be there “when it mattered most” felt abandoned. This mome

For much of modern enterprise management, claims handling has been relegated to the back office, seen as a necessary function to resolve losses rather than a source of competitive advantage. That view is rapidly becoming obsolete. In today’s markets, where reputation, customer experience, and cost efficiency carry unprecedented weight, claims have become a strategic lever for resilience and growth. Organizations across industries are recognizing that claims are not just about