Published
ITC Vegas 2025 turned Las Vegas into an innovation hotspot. Over 9,000 insurance leaders and more than 700 sponsors gathered under the theme A Wonderland of Possibilities. The event focused on the transformative power of AI in reshaping the insurance industry. For insurance executives and C-level leaders, the conference served as a call to action to embrace AI to drive efficiency, accuracy, and customer satisfaction.
On the claims track, Genpact's global growth leader for insurance, Jeff Saye, and AWS's global partner development manager, Allen Sulgrove, shared how they broke free from endless proofs of concept (POCs) and scaled AI-driven claims solutions. Their story was packed with real-world lessons and bold results.
The claims challenge
Picture this: a homeowner walks into a flooded house. The claims process ahead? Manual, slow, and frustrating. Jeff painted a picture of the reality of the traditional claims experience to show why change is urgent.
This set the stage for the core message: the need for a paradigm shift in claims processing, driven by AI.
The transformation: From days to minutes
Genpact and AWS used AI to flip the script. They turned a manual, error-prone process into an automated, efficient system. Claims that once took days to process are now resolved in minutes, with improved accuracy and transparency.
This wasn't just about speed – it was about a better experience for customers and building trust through transparency.
Want to learn how Genpact and AWS solved for speed, better customer experience, and trust through transparency in contents claims with AI? Explore Genpact RapidReplace.
Overcoming challenges: Lessons learned
The session also delved into the challenges of scaling AI solutions. Jeff candidly shared the hurdles faced, from governance issues to change management. The key takeaway? Success lies in collaboration, clear governance, and a focus on the human element.
Jeff emphasized the critical importance of building organizational goodwill toward AI by delivering tangible results, sharing success stories, and rallying leadership support. He highlighted how the successful scaling of Genpact's AI-driven claims solution created the momentum needed to scale agentic AI workflows in underwriting, demonstrating the power of fostering trust and leveraging goodwill to drive innovation and growth.
Find out more about how Genpact's agentic AI workflows transform commercial and specialty insurance – delivering precision, speed, and trust at scale.
The takeaway
ITC Vegas 2025 demonstrated that embracing AI and innovation will likely shape the future of the insurance industry. Genpact's story proves that scaling AI is possible – and powerful. For insurance executives and C-level leaders, the event's call to action was clear and simple: act now.