How Practice Makes Perfect – for Both Claims and Triathlons

Preparation and delivering when it matters most are as essential to a winning triathlon performance as they are to a successful claims process – just ask AIG's Vanessa Gilmartin.

As AIG’s Global Operations Claims Process Lead, Vanessa helps create and implements new technologies and best practices for our global colleagues to apply in the claims process. Outside the London office, she is a decorated triathlete, representing Team Great Britain at the recent 2025 World Triathlon Championship Finals in Wollongong, Australia.

Vanessa swam, ran and cycled more than 32 miles (51 kilometers), competing with Age Group triathletes from all over the world.

Maximizing potential to win together

Vanessa discovered her passion for triathlons in 2013 after running one leg of a triathlon relay with her colleagues. Watching the athletes complete all three legs of the competition inspired Vanessa to push herself even further.

“I thought if I ever do one of these again, it has to be all or nothing,” Vanessa says.

The encouraging atmosphere and sense of accomplishment she felt when reaching the finish line were enough to get her hooked for life – completing over 50 triathlons. Vanessa’s love for competition is driven by a desire to support people in maximizing their abilities. This inclination is essential to helping her colleagues streamline the claims process and for her fellow triathletes to achieve their best times.

“I like to look for the potential in things -- be it the ability to perform well in a competition or improve upon a process,” Vanessa says.

Understanding the road ahead and preparing accordingly position her to reach significant personal and professional accomplishments.

“If you prepare for the challenges, then you will be ahead of the game,” Vanessa says. “If I know it’s going to be a hilly course, then I focus on hill training. If I know I have to deliver a presentation, then I learn my topic inside and out and practice it over and over again.”

Vanessa also takes the time to hone her professional skills as part of AIG’s Learn-It-All culture. She is nearing the completion of her Lean Six Sigma Green Belt training, a professional certification for those who demonstrate advanced problem-solving skills.

When she’s not running, biking, swimming or optimizing claims, Vanessa enjoys putting her analytical skills to use building “Star Wars” and “Harry Potter” Lego sets with her youngest son, Daniel.

Building a strong culture of success

A key factor underlying Vanessa’s athletic and business success is a positive outlook. A win-together approach helps Vanessa collaborate with Claims colleagues to deliver solutions to clients.

“There is a can-do attitude and some significant experience throughout our organization,” Vanessa says. “The teams I work with have a deep understanding of the claims process, know the importance of good customer service, and communicate well with our many different business functions.”

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