19Insurance Business ReviewFEBRUARY 2026Empathy and understanding are helpful and they’re vital. They drive better outcomes and ensure every party feels respected and heard. That, to me, is what claims management is really about.Building a Values-Based Claims StrategyThere are a million things that run through my mind when I think about claims, especially on a catastrophic level. Some are straightforward, but more often they involve complex, moving parts. In those moments, it’s critical not to lose sight of the core responsibilities in handling a claim with care and accuracy.Communication becomes everything, making sure all parties are informed, treated with professionalism and fully understand what’s happening. Even when we’re on opposite sides, I believe in working collaboratively to reach common ground. That’s what helps people move forward, resolve what happened and begin to put it behind them.Every difficult event, as hard as it may be, is also an opportunity to learn. That mindset matters. Taking lessons from tragedy helps improve not only future outcomes but also how we connect with those impacted. This is the approach I try to bring to every situation, no matter how challenging.Guidance for the Next GenerationI believe everyone needs to recognize that they are a small piece of a much bigger puzzle. Every role matters and every person contributes to the broader picture. That’s why it’s so important for people to clearly understand operational objectives, what we’re trying to achieve and the outcomes we’re aiming for. Without that clarity, it’s easy to lose focus or alignment.At the same time, I believe that building authentic relationships based on trust and collaboration is essential. It influences everything we do. Claims are not just about data or process. It’s about human connection, engagement and the integrity to always do what’s right, even when no one’s watching. This kind of character drives the right outcomes.Fairness and objectivity are critical in this work. But they mean little without the integrity to stand by those values in tough moments. I’ve always found that people who demonstrate integrity and lead by example are the ones who inspire others to grow, learn and collaborate.When individuals come together with that mindset, we’re better able to reach collective goals and move the organizational mission forward. That shared purpose is what keeps everything in sync. At the end of the day, we’re all playing our part to complete the bigger picture and that’s what makes it meaningful. The article is based on an interview between Insurance Business Review Latin America and Kimberly Clifford.Success in claims management depends not just on following data or process, but on balancing both with the human element that gives claims meaning.
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