EP 411 - The Importance of Trust and the Future of Claims - Julien Condamines and Shwetank Verma

Insurance is undergoing a subtle but profound transformation, one that will ultimately redefine trust, customer experience, and the very nature of protection. It is entering a pivotal shift from slow, reactive processes to experiences that feel immediate, intuitive, and nearly invisible.

In this episode of ATP, Julien Condamines, co-Founder and Chief Revenue Officer at NOVOai, explains, trust is the core challenge. While Shwetank Verma, o-founder & Managing Partner, Leo Capital, highlights how Asia’s digital infrastructure is accelerating this transformation, from nationwide identity systems to frictionless payment rails.

Some of the topics that Julien and Shwetank covered in more detail include:

• Claims continue to be the moment of truth when a policy holder is most vulnerable
• In this context, claims at scale, still generally run on outdated systems and processes
• AI has reached a point where it is finally good enough to make sense of messy, real-world claims
• The claim form itself is becoming obsolete as true digital transformation takes shape
• As always, the biggest barrier to change isn’t technology, it is organizational fear