Beyond Boundaries | MSIG Europe – Balancing Agentic AI with Human Expertise

Welcome back to the Beyond Boundaries Series by Sønr, where we follow the people, conversations and ideas shaping what comes next in insurance.

In the latest Beyond Boundaries episode, Sønr’s Matt Ferguson, Managing Partner, 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.

Daniella reflects on one of the most thought-provoking questions raised during ITC Europe: whether today’s leaders may be part of the last cohort leading people in the way we understand it today.

For Daniella, that question goes straight to the heart of how insurers need to rethink work, leadership and workforce planning as AI becomes more capable.

But this is not a conversation about replacing people.

It is a conversation about helping people do more of the work that matters.

What you’ll hear in this episode:

• How MSIG Europe is thinking about agentic AI and claims transformation
• Why Daniella believes specialty insurance still needs a human in the loop
• How AI can support efficiency while helping teams do more without the need to reduce headcount
• The importance of planning for the unintended consequences of tech implementation on the workforce 

Why it matters:

AI in claims is often discussed as an automation story.

But Daniella’s view is more nuanced.

In specialty insurance, the goal is not to remove people from the process entirely. It is to understand where technology can reduce friction, remove repetitive work and improve speed, while protecting the human expertise that complex claims still require.

That distinction matters.

Some claims may be suitable for automation, or at least partial automation. But the largest, most complex and most sensitive claims are still relationship-led. They require people who can work alongside clients, understand the context, manage difficult conversations and apply judgement where the answer is not simple.

Daniella also highlights an important leadership challenge. If AI removes the repetitive work, teams may be left with a higher concentration of complex and emotionally demanding cases. That creates opportunity, but it also means insurers need to think carefully about skills, workforce planning and mental health.

This is a conversation about AI with a very human centre.

Not automation for the sake of it.

Not technology replacing expertise.

But AI helping claims teams spend more time where they can create the most value.

A huge thank you to Daniella for joining us and sharing such a thoughtful perspective on agentic AI, claims transformation and the future of human expertise in insurance.

🚀 Exciting news: our Beyond Boundaries 2025 report is now live – dive into the report here: https://sonr.global/beyond-boundaries-2025/

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