Beyond Boundaries | MSIG Europe – Preparing Claims for an AI-Driven Future

Welcome back to Beyond Boundaries by Sønr.

Claims might not always get the loudest innovation headlines.

But it is one of the places where AI is already starting to feel very real.

In the latest Beyond Boundaries episode, Sønr’s Matt Ferguson speaks with Remko Voorzaat, Director of Claims Operations & Management at MSIG Europe, live from ITC Europe in Barcelona.

The conversation explores how MSIG Europe is thinking about the future of claims operations, and what it takes to move forward with AI while still dealing with the reality of legacy systems, fragmented data and traditional operating models.

Remko explains that the opportunity around AI in claims is significant, but the challenge is not just choosing a new tool. For established insurers, the question is how to improve the foundations while still moving quickly enough to take advantage of new technology.

That balance sits at the centre of the conversation:

Fix the foundations.

But do not wait years before innovating.

What you’ll hear in this episode:

• Why claims operations need to prepare for an AI-driven future
• How MSIG Europe is thinking about technology, systems, processes and tools across claims
• Why legacy systems and data challenges remain major barriers for established insurers
• How AI can help claims teams remove tedious, low-value work from their day-to-day roles
• Why unstructured data still holds significant value for insurers
• What Remko means by designing for flexibility in a fast-moving technology environment
• Why orchestration may become more important than finding one platform that does everything
• How claims knowledge could be applied more broadly across underwriting, risk engineering and loss prevention

Why it matters

Claims is one of the areas where AI is having a very real operational impact.

But Remko’s perspective is grounded in the practical reality of implementation. The future is not simply about replacing people or installing one large system that solves everything. It is about understanding where technology can remove friction, where people still create the most value, and how insurers can build an operating model that is flexible enough to keep up as the market changes.

One of the strongest ideas in the conversation is orchestration.

Rather than looking for one solution that can do everything, Remko points to a future where more specific tools are connected through an orchestration layer, helping different systems and solutions work together more seamlessly.

That matters because the pace of change is only accelerating. What felt like science fiction a few years ago is already becoming business as usual, and what feels early today may become normal much faster than expected.

For claims teams, that means the future could look very different.

• More information pre-processed.
• More data unlocked.
• More capacity freed up.
• More time for claims professionals to focus on complex decisions, client support and the areas where human judgement still matters most.

A huge thank you to Remko for joining us and sharing such a clear, practical view of how claims operations can prepare for an AI-driven future.

🚀 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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