How did you join the insurance industry?
I didn’t originally plan to work in insurance. My academic background is a mix of business and technology – I studied Business Administration in Los Angeles before moving to London to complete a BSc in Computer Science at King’s College London.
During university, I started working as a Junior Data Analyst, which confirmed that I wanted a career focused on numbers, data and problem‑solving. At the time, I was aiming for finance, but most roles required experience. I was encouraged to explore insurance – an industry where analytical skills are highly valued and where data plays a crucial role in decision‑making.
That advice proved to be a turning point. I joined AXA in 2018 in my first insurance role and stayed for just over three years. During that time, I worked across different teams, travelled extensively around the UK and Ireland, and focused heavily on automating reporting and producing management information. It was a strong introduction to the industry and gave me a broad understanding of how insurers operate.
What do you like most about the wider claims function and your role in general?
Claims spans multiple classes of business, which means things change up on a daily basis, and the work is closely linked to what is happening globally. Geopolitical developments, cyber incidents and broader current affairs all influence the claims environment, so staying informed is an important and interesting part of the role. From a data perspective, that variety creates meaningful challenges and opportunities to support better decision‑making across the business.
What attracted you to IQUW?
I joined IQUW in May 2024 at a time when the business was growing and actively looking to improve and automate its processes. What stood out to me was the emphasis placed on data and tech.
IQUW wanted someone who could look at existing processes with fresh eyes, streamline them, and help build faster, more efficient ways of working – something that aligned closely with my skill set and interests.
What, in your opinion, differentiates IQUW’s approach?
One of the key differentiators at IQUW is the absence of legacy systems compared to more established organisations. While there are existing platforms and processes in place, they are not overly restrictive, which makes it easier to enhance and evolve them.
This flexibility allows us to standardise reporting, develop dashboards and introduce improvements in a controlled and structured way. There is a genuine openness to change at IQUW, and people across the business are receptive to new ideas, particularly where data and technology can improve efficiency and decision‑making.
Can you tell me a bit about the claims operations team?
Claims Operations is a growing function at IQUW and plays an important role in supporting both claims handlers and underwriters. The business has a strong appetite for data, whether that’s KPIs, dashboards or management insight.
Our focus is on streamlining processes and ensuring that the right information is easily accessible, helping teams make better and faster decisions.
A key part of what we do is integrating claims more closely into the wider business. Claims play a central role in any successful (re)insurer, and at IQUW there is strong collaboration between underwriting, claims operations, data and reserving teams. This joined‑up approach allows the business to make more informed decisions and ensures that claims insight is embedded across the organisation.
Are there any interesting trends you are seeing in the claims operations space?
Technology continues to have a significant impact on claims operations, particularly with the rapid development of artificial intelligence. Since I joined the industry, AI has progressed from something theoretical to a practical tool that is already improving efficiency.
At IQUW, we use AI to help query and group data and to assist with claims documents, which saves time and allows teams to focus on higher‑value work. I’m part of IQUW’s AI Champions Programme within claims, where we focus on sharing knowledge, identifying use cases and helping others understand how AI can be used effectively in their roles.
In your role, what are your main aims and priorities and what excites you most about the challenges ahead?
Looking ahead, my main focus is continuing to automate and improve IQUW’s reporting capabilities. Better data and smarter reporting help support profitability and give underwriters clearer insight when making decisions.
I’m also keen to deepen my own use of AI and help the wider business access information more quickly and efficiently.
What I value most about IQUW is the mindset. People are open, collaborative and aligned around a common goal – to keep improving how we work. It’s an environment where change is encouraged, ideas are listened to, and data is seen as a tool to enable better outcomes across the business.
Find out more about Claims here
