ABOUT THIS EPISODE
AI in claims is often framed as an automation story.
But Daniella de Lint takes a more thoughtful view.
In this Beyond Boundaries episode, Matt Ferguson, Managing Partner at Sønr, speaks with Daniella de Lint, Chief Claims Officer at MSIG Europe, live from ITC Europe in Barcelona.
The conversation explores how MSIG Europe is thinking about agentic AI, claims transformation and the role of human expertise in specialty insurance.
Because while there is a clear opportunity to reduce friction in claims, from first notification of loss to document handling, policy checks and straight-through processing, the human element still matters.
Especially in complex claims.
The sensitive ones.The relationship-led ones.The ones that require judgement, empathy and context.
Daniella also raises an important leadership challenge.
If AI removes more of the repetitive work, claims teams may be left with a higher concentration of complex and emotionally demanding cases.
That means the AI conversation cannot just be about efficiency.
It also needs to be about skills, workforce planning, mental health and how people are supported as the nature of work changes.
A thoughtful conversation about agentic AI, claims and the future of human expertise in insurance.
Not replacing people.
Helping them focus on where they matter most.
📖 Read more on the Sønr website: https://sonr.global/beyond-boundaries-msig-europe-balancing-agentic-ai-with-human-expertise/
📘 Explore the full Beyond Boundaries report → https://sonr.global/beyond-boundaries-2025/
📧 Want to learn more about Beyond Boundaries? Reach out at hello@sonr.global
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