Delivering for Our Clients When They Need Us Most

When disaster strikes, helping to ensure AIG clients are well-prepared and can quickly recover is the driving force behind AIG’s Claims organization.

Just ask Julie Chalmers, AIG’s Global Chief Claims Officer, who oversees a world-class team of over 4,000 colleagues in over 40 countries responsible for helping clients and companies – big and small – protect what matters most, navigate and recover from a loss, and quickly get back to business.

“My main responsibility in leading this fantastic global claims organization is to be there for our clients in their time of need,” says Julie, who began her career as an attorney in Australia and is now based in London.

“We bring our technical expertise from the claims adjusters and help our clients when they have that moment of truth – when they have a claim,” she says.

Leveraging AIG’s years of expertise and a dose of empathy

Julie’s team applies that knowledge to claims, leveraging the company’s global reach and multinational network. The team also takes lessons learned from previous claims to help clients identify emerging risks and prevent future losses.

When a loss occurs, the teams have specialized expertise by line of business and product, helping to ensure that the claim is placed with the right handler to guide the client and assess the claim. Internal processes are designed to drive efficiency and collaboration within the teams, with the focus on a timely and accurate resolution.

“It may be a client’s or broker’s first loss and we educate them around what the process will look like, what to expect and how we’ll get their business back up and running,” Julie says. “No matter the situation, we always aim to make it look and feel like the same claims experience from AIG.”

For example, when a client experiences a cyber breach, AIG assigns a member of its incident response team from the moment it is reported. The team steps into action on a number of fronts, including identifying experts who can help address a data leak or support the company in quickly getting back to business.

When a catastrophic weather or geopolitical event occurs, the adjusting teams quickly respond, using experts, resources and technology to accurately assess the loss, issue payment and help guide the client to recovery.

“A key part of what we are there to do is to always keep that empathy,” Julie says. “Understand, guide them, provide the technical expertise, but always try to put ourselves in their shoes.”

Better, faster decisions powered by technology

As she continues to focus on the client experience and driving business growth, Julie is supporting the application of AI technology to AIG’s claims process.

Through “Claims by AIG Assist,” claims teams are leveraging AI, subject to human oversight, to process claims efficiently in complex lines of business, reducing the need for manual data entry and significantly shortening the time it takes to deliver a claim to an adjuster. The technology identifies the policies and endorsements that apply to the specific claim, aiding adjusters in their reviews.

“It will help our adjusters make those coverage decisions faster, giving certainty to our customers,” Julie says about the anticipated impact of this technology.

As she supports the expansion of AIG’s digital and data footprint, Julie is also spearheading investments in AIG’s claims talent that will define the workforce of the future.

“We are changing the skillset to better equip our adjusters as we move forward with the pace at which change is happening,” she says.

Another competitive edge is the collaboration and information sharing between claims colleagues and other parts of AIG’s high-performing global organization.

“That really is key to some of our success at AIG – how well all of those teams work together,” Julie says.

“It’s feeding back information, trends and things that our claims adjusters see on the front end that can impact every other area of the business,” she says. “Whether it’s sharing claims trends that impact risk assessment and product offerings, or how our Reinsurance team thinks about their reinsurance structures.”

No matter the claim or the challenge at hand, the client remains Julie’s top priority: “Whether it be our investment in technology and continual learning, our technical excellence and depth, that’s all about bringing our Purpose and Values to life and focusing on our customer at the center of everything that we do.”

Learn more about the AIG Claims advantage.

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