Claims handling is evolving rapidly. Clients expect speed, transparency and consistent quality, while policyholders increasingly value clear communication and personal attention—especially during situations that are often stressful and uncertain. According to Kris Van Gorp, Team Manager at Van Ameyde Belgium, this is exactly where the strength of modern claims handling lies.
“AI and automation will play an increasingly important role in our industry. But ultimately, we work with people who are often facing difficult circumstances. That’s why the human touch will always remain essential.”
With more than 30 years of experience in the insurance industry, Kris has witnessed the evolution of claims handling first-hand. Today, he believes the profession requires far more than accurate claims processing alone. Smart workflows, specialist expertise and strong communication have become equally important.
At Van Ameyde, claims are managed through a clear division of expertise. Cases that can be handled efficiently through standardised processes require consistency and operational excellence. More complex claims—such as bodily injury, liability disputes or international claims—are managed by specialists with extensive knowledge and experience.
“That’s where we add real value,” says Kris. “Every claim requires the right approach. Sometimes it’s about speed and clarity, while in other cases it calls for specialist expertise, empathy and careful consultation.”
Technology is playing an increasingly important role in claims handling. By automating repetitive tasks, claims professionals have more time to focus on what matters most: expert assessment, meaningful communication and sound decision-making.
According to Kris, outstanding claims handling is ultimately about finding the right balance between technology and human expertise.
This combination defines the way Van Ameyde works. Employees are encouraged to deepen their expertise, take ownership and actively contribute to continuous improvement.
For Kris, this is also what leadership is about.
“What gives me the most energy is seeing people grow and watching colleagues develop into even better professionals.”
The future of claims handling will not be shaped by technology alone. Success lies in finding the right balance between efficiency, expertise and genuine human engagement.
Because in the end, customers don’t just remember how quickly their claim was settled—they remember how they were supported when they needed it most.
