Andrew shares his career journey from Liberty Mutual to leading a fast-growing, VC-backed TPA, and explains why claims today go far beyond processing files. From client service to analytics and innovation, he argues that claims professionals now play a critical role in shaping trust and outcomes across the market.
The conversation goes deep on technology’s practical impact. Andrew tells Georgie that transparency changes the tone of the claims journey, much like live tracking transformed taxis and takeaway, by answering two anxieties fast: am I covered, and when will I be paid? The episode closes with claims leakage as a hidden profit lever, the importance of early notification, a realistic view of AI’s future with a continued human touch for high-severity moments, and an open invitation to consider a career in claims as both commercially critical and socially useful.
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