In this episode, Robin Merttens is joined by Martha Dreiling, Co-founder and President of Reserv, to explore how AI is actually transforming claims, and why the biggest breakthroughs are happening in places most people overlook.

With a background spanning FinTech, InsurTech and risk analytics, Martha brings a practical perspective on how data and technology can improve decision-making, not just automate existing processes. At Reserv, she’s helping build a claims model that combines operational efficiency with quality, while challenging long-standing assumptions about how claims should be handled and paid for.

In this conversation, Martha shares:

Why the most valuable AI in claims is “boring but brilliant”, not flashy
How continuous monitoring is quietly improving claims outcomes at scale
Why efficiency alone is no longer enough, and what it takes to deliver quality alongside it
How claims data is becoming a critical input into underwriting and pricing decisions
The challenge of legacy systems and why data fragmentation still holds the industry back
What real AI adoption looks like, and why execution is starting to outpace strategy
How AI is exposing misaligned incentives in traditional time-and-expense TPA models
Why insurers need to rethink how they pay for claims services in an AI-driven world
The shift from technology transformation to human and workflow transformation
How reducing administrative burden can refocus claims handlers on empathy and judgement
Why better claims operations ultimately matter for affordability and customer outcomes

If you like what you’re hearing, please leave us a review on whichever platform you use or contact Robin Merttens on LinkedIn.