Digital Insurance spoke with Gwen Olson, enterprise claims strategy associate vice president, American Family Insurance. She leads the company's claims services (AFICS) unit which handles claims for five insurers that comprise the American Family group. She has more than 20 years experience in claims operations, also including time at Liberty Mutual. Olson's work includes retiring legacy systems, aligning different operations systems currently in use and leading customer-focused innovations to provide greater value and change the claims experience. American Family has nearly completed a three-year plan for retiring legacy systems, which Olson expects will free up personnel to focus on innovations.
American Family group updates claims systems with customer-centric focus
October 11, 2022 6:17 AM