The 2025 edition of the International Conference on Insurance Claims – CLAIM THE FUTURE, co-organized by XPRIMM and Revauxy, took place in Sofia, Bulgaria, bringing together an exceptional lineup of industry leaders and innovators. The conference explored how insurers can transform claims from a cost burden into a strategic advantage — a true driver of customer trust, brand value, and operational excellence.

Speaking in the opening of the conference, Thea Utoft Høj JENSEN, Director General, Insurance Europe, said: “For too long, claims have been viewed as a cost centre. That perception is changing. Today, claims are emerging as a strategic asset — central to trust, resilience, and innovation in our industry.

The world around us is changing fast. Digitalization is rewriting the rules of risk. Our clients’ behaviours, expectations, and vulnerabilities are shifting, and so must we. Technologies like AI, big data, and automation are no longer optional — they are foundational. They empower us to anticipate risk, personalize protection, and deliver claims with speed, precision, and empathy.”

She also stressed out that “insurance is built on trust, and claims are where that trust is tested — the moment of truth for our industry.”

As such, “treating claims as a strategic asset means recognizing that claims data fuels better underwriting, product design, and prevention. It means investing in claims capabilities that drive loyalty, improve outcomes, and reinforce insurance’s societal role. As an industry, we must move beyond asking how do we process claims faster? and instead ask how do we use claims to create value — for customers, for society, and for our shared future?”