Scouting for Growth Charlie Wendland - How AI and Human Empathy Are Transforming the Future of Claims
On this episode of the Scouting For Growth podcast, Sabine VdL talks to Charlie Wendland, chief claims officer at Branch Insurance.
The world of claims management is undergoing a seismic shift, with AI at the heart of this transformation. Insurers leveraging AI have reported a 75% reduction in claims handling time and 50% increase in fraud detection accuracy. Cutting claims processing times allows adjustors to focus on complex decisions and customer care.
Charlie talks about technology only being part of the story. The future of claims is about continuous transformation, balancing innovation with compliance, and making sure that as we innovate we don’t lose sight of empathy and trust.
KEY TAKEAWAYS
The combination of investigation, problem solving and, most importantly, being there for people in their worst moments – as a claims adjustor – felt both intellectually engaging and genuinely meaningful. It really drew me to the role.
We’re small and can’t afford to build a fully fleshed out claims organisation. So, we made strategic investments to automate those administrative tasks that typically weight down our adjustors and road loos outcomes and also drive expense inefficiencies. We listened to our adjustors; we did a lot of time studies on what’s bogging them down and we proactively sought out those inefficient processes and we looked for technology to improve them.
We’ve taken an iterative approach to everything that we’ve built understanding that it’s not going to be perfect when we first launch, but we’re going to be really sensitive to what is not perfect and seek perfection even though we know that’s not possible.
BEST MOMENTS
‘Find administrative tasks that weigh down your adjustors, free them of those through technology, and they can spend more time on complex issues and customer care.’
‘We get adjustor’s opinions on everything that we do, for the most part, which sounds inefficient but it’s really not because we do it in a very thoughtful way.’
‘70% of our first notice-of-loss now either done electronically or through a voice AI.’
‘With a startup change is ever present because we’re trying to find a way to do something and we’re able to change quite quickly, but the hurdles are all self-inflicted, so if we’re not communicating effectively that’s on us.’
ABOUT THE GUESTS
Charlie Wendland has 20+ years of expertise transforming claims operations across commercial and personal lines. As Chief Claims Officer at Branch, he leads an organisation that's reimagining the insurance experience through technology and customer-centric innovation while delivering optimal claim outcomes.
Charlie’s leadership philosophy centres on driving operational efficiency that benefits both customers and the business, building collaborative teams that deliver exceptional results, and pioneering approaches that redefine industry standards.
Throughout his career, Charlie has consistently delivered growth while enhancing customer satisfaction. I'm passionate about modernizing insurance and mentoring the next generation of industry leaders.
ABOUT THE HOST
Sabine is a corporate strategist turned entrepreneur. She is the CEO and Managing Partner of Alchemy Crew a venture lab that accelerates the curation, validation, & commercialization of new tech business models. Sabine is renowned within the insurance sector for building some of the most renowned tech startup accelerators around the world working with over 30 corporate insurers, accelerated over 100 startup ventures. Sabine is the co-editor of the bestseller The INSURTECH Book, a top 50 Women in Tech, a FinTech and InsurTech Influencer, an investor & multi-award winner.