Insurance Talk – Putting the policyholder first: When claims management guides strategy

A claim is a moment of truth. It is where a promise is kept.

A claim is a moment of truth. It is where a promise is honored and long-term loyalty is built.
In this episode, Vanesa Herrero, CEO of Tokio Marine Europe, explains how experience in claims shapes a people-centered approach built on listening, fairness, transparency, and close cooperation with brokers and clients.
We discuss useful innovation: data, AI, and digital tools, always with traceability, explainability, and strict respect for the regulator’s requirements. The goal is simple: solutions that truly serve the client, with the right balance between technology and human interaction.
Focus on Luxembourg: proximity to European markets, a network of branches that allows pilots before wider rollout, and a strong emphasis on the green transition with a specific initiative that supports decarbonization journeys.

These episodes are part of an ACA initiative designed to showcase the Non-Life Insurance and Reinsurance sector in Luxembourg.
Dive into a dynamic and diverse industry that plays a key role in protecting our society.

Explore the full feature here