When I joined Munich Re Specialty as Chief Claims Officer, I brought with me a legal background and a career focused on managing high-pressure, high-stakes claims across complex global risks. Having led claims teams, been an Underwriter, and helped structure operations across various insurance platforms, I’ve seen how a well-connected, purpose-driven claims function can create meaningful value — not just for insurers, but for clients, brokers, and the broader market. 

My goal in stepping into this role was clear: to help build a modern claims organization that blends global scale with specialty focus, and to do it in a way that keeps people — our teams, our clients, and our partners — at the center. 

A people-centered vision

From the outset, I focused on building a claims model that could scale with the business while remaining rooted in proximity to clients and deep technical knowledge. I’ve always believed that claims excellence doesn’t come from processes alone — it comes from people who care about outcomes.

At Munich Re Specialty, we are fortunate. At each of the business units, there has always been a focus on claims service. Improving service rather than reinventing it was my goal. That’s why we invested in targeted recruitment, reshaped how some of our teams are structured to better reflect future growth, and empowered local claims professionals to work closely with underwriters and clients. The result is an entrepreneurial model with what I like to call “skin in the game” — where accountability is built into the culture and service is both responsive and personal. 

Stronger together

The creation of Munich Re Specialty brought together American Modern, HSB, Munich Re Specialty – North America, and our London-based business, Munich Re Specialty – Global Markets, in addition to our carrier platforms Temple and Great Lakes. 

Complex claims: Where excellence shines

A large portion of our work involves complex, nuanced claims — ones that don’t always have clear-cut answers. I’m talking about missing aircraft, satellite failures, ransomware attacks, and catastrophic liability events. These are situations that require more than just process — they require empathy, insight, creativity, and speed. 

What makes us effective in these scenarios is experience. With a global, multidisciplinary team, someone within Munich Re Specialty has likely seen it before. That shared knowledge helps us make confident decisions, often under intense pressure, when clients need us most. 

Enhancing broker relationships for client benefit

Brokers are essential to the client’s experience, especially in the specialty space. Each of the teams has relationship management at the heart of what they do. In the London market, for example, claims relationships and understanding our partners’ needs are vital. That’s why we created a dedicated Claims broker relationship role to ensure we’re listening, learning, and acting on broker feedback. We work closely with market partners to understand how we’re performing, where we can improve, and how we can better align our claims strategy to the needs of the market. It’s been a powerful addition to our model, and it ensures that what we’re building isn’t just effective internally — it’s meaningful externally. 

Leveraging data for proactive risk management

We’re constantly evolving how we use data, both to enhance claims operations and to help our clients manage risk before it becomes loss. Whether it’s litigation trends, climate patterns, or predictive analytics, we’re using data to stay one step ahead. Internally, we’ve built a Claims Excellence Dashboard that allows each business unit to focus on one to two key goals each month. It’s not about flashy metrics — it’s about consistent, focused progress. And that’s what drives sustainable excellence. 

Stability you can count on

One thing that sets us apart is our ability to think long term. We don’t chase short-term trends. We move deliberately. We make thoughtful decisions, and we follow through. That consistency builds trust with clients, brokers, and our own people. 

When it comes to technology, we take the same approach. We’re actively investing in AI, automation, and tooling — but always in support of our people, not in place of them. Claims in our market are still a human business, and that will never change. Empathy, judgment, and accountability remain at the heart of everything we do. 

A commitment that endures

At Munich Re Specialty, we’re here to support our clients through every challenge, whether it’s a cyber event, a wildfire, or a complex liability claim. Our approach goes beyond simply paying claims. We provide clarity, consistency, and care when our customers need it most. We’ve built a model designed to address the toughest issues our clients face, ensuring they can rely on us not just today, but for the long term.  

We’re not just processing claims; we’re solving problems, fostering strong partnerships, and delivering meaningful outcomes to our clients that make a difference. This commitment to excellence is at the heart of what we do. It’s what drives us to support our clients’ success, now and in the future, and it’s what drives me.