Is your operation built for the future—or stuck in the past?
Let’s be honest: many claims operations are still playing catch-up. They’re overburdened by legacy systems, siloed teams, and reactive thinking. The pace of change in claims—driven by rising litigation costs, AI disruption, and shifting customer expectations—demands more than incremental fixes.
I’ve spent the better part of two decades helping organizations move beyond patchwork solutions. Whether building a specialty claims operation from the ground up at Arch or integrating InsurTech and data-driven optimization at Healthcare Risk Advisors, the lesson is always the same: future-ready claims operations are built, not bought.
So how do you build one? Here’s a proven framework based on what’s worked in the real world.
1. Build for Resilience, Not Just Efficiency
Yes, automation matters. Yes, cost reduction is essential. But the organizations that thrive are the ones built to adapt—especially in the face of disruption. At Arch, we reduced expense costs by 40% in the primary casualty space. That wasn’t just about slashing spend—it was about realigning the operating model to be flexible and scalable.
Key takeaways:
- Design flexible workflows that adjust to staffing shifts and CAT events
- Develop surge-ready staffing models, including trusted third-party adjusters
- Prioritize business continuity as a strategic, not just operational, initiative
2. Let Data Drive the Conversation
At HRA, we embedded analytics directly into daily operations—turning data into decision support. Real-time dashboards showed us what was working, where bottlenecks were forming, and where to intervene.
Claims departments need to move beyond end-of-quarter reporting and start using analytics to:
- Spot reserving issues early
- Trigger escalations based on predictive risk signals
- Monitor performance by claim type, jurisdiction, or legal partner
If you’re not actively surfacing trends and acting on them in real time, you’re not using your data—you’re warehousing it.
3. Modernize Collaboration Between Claims and Counsel
This is where future-proofing often fails. Claims and legal teams operate on parallel tracks—and that disconnect can tank outcomes.
Instead, leverage AI-assisted early case assessments and shared data environments to improve collaboration:
- Use predictive analytics to align on likely outcomes before litigation begins
- Share structured claim data with counsel to reduce ramp-up time and focus strategy
- Establish outcome-based billing models that align incentives around resolution, not hours
As a consultant I would with to redesign legal departments to better align with claims—yielding not only improved collaboration but real, measurable savings. The future isn’t about outsourcing more—it’s about working smarter together.
4. Lean into AI (But Keep It Human)
I’ve seen firsthand what well-deployed AI can do: process medical reports in minutes, flag litigation risks before intake is complete, and handle routine claims faster than most adjusters can open a file.
But here’s the nuance: AI supports judgment—it doesn’t replace it.
Future-ready organizations are:
- Using explainable AI to recommend, not dictate, decisions
- Embedding AI into triage, reserving, and settlement strategy
- Training staff to challenge, refine, and validate AI insights—not follow them blindly
Done right, AI becomes your second brain—not your replacement.
5. Create a Culture That Can Evolve
Technology is table stakes. What separates future-proof organizations is culture.
At every stop in my career—from Zurich to launching Lanzko Consulting—I’ve emphasized the same principle: change doesn’t come from systems. It comes from people who are empowered to act on what those systems reveal.
What does that look like?
- Empowering claims leaders to challenge entrenched processes
- Aligning KPIs across departments to encourage cross-functional thinking
- Building internal transformation teams that continuously assess and adapt
Change isn’t a one-time initiative. It’s an ongoing discipline.
Final Word: Future-Proofing Is a Verb
The truth is, you’re never “done” future-proofing. The litigation landscape shifts. Regulatory pressures mount. Customer expectations evolve.
But if your operation is data-fluent, tech-enabled, people-focused, and adaptable—you’re ready. And readiness is the real competitive advantage.
So ask yourself: Are you evolving by design—or reacting by necessity? If it’s the latter, now’s the time to act.