For years, the insurance industry has explored how technology can make claims handling faster, more accurate, and more customer-friendly. Yet as new tools powered by artificial intelligence, virtual inspections, automation, and advanced data sources become increasingly common, one important question remains: how can insurers embrace innovation without losing the expertise and judgment that great claims professionals bring to every claim? 

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On this episode of FNO: InsureTech, hosts David Prejeant and Rob Beller sit down with Gina Reyes, VP and Head of Claims at Openly Insurance, for an insightful discussion on building a modern claims organization in an era of rapid technological change. Drawing on more than 30 years of claims experience, Gina shares her journey from leading claims teams at some of the industry's largest carriers to building Openly Insurance's claims operation from the ground up. 

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Throughout the conversation, Gina explains how Openly Insurance has leveraged technology to create a highly efficient, customer-focused claims experience while maintaining a strong commitment to experienced adjuster expertise. The discussion explores the growing role of virtual inspections, AI-assisted workflows, weather intelligence, fraud detection tools, aerial imaging, and integrated claims platforms, as well as the challenges of selecting, implementing, and governing these solutions responsibly. 

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The episode also examines one of the industry's most pressing issues: the future of claims talent. Gina discusses why experienced adjusters remain essential despite advances in automation, how insurers can prepare for an aging workforce, and why critical thinking, field knowledge, and customer communication skills continue to be invaluable in modern claims operations.

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Listeners will also hear a fascinating conversation about the evolving fraud landscape and how carriers are using technology to combat increasingly sophisticated bad actors. Gina shares how her team verifies weather events, validates building code requirements, identifies potentially manipulated claim information, and balances technological innovation with human oversight and sound claims judgment.

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Beyond technology and operations, the discussion highlights Gina's long-standing advocacy for women in insurance and the impact of initiatives such as Girls Give Back, which helps support career development, mentorship, scholarships, and greater industry participation. Her perspective on leadership, mentorship, and creating opportunities for future generations offers an inspiring close to the conversation. 

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Whether you're involved in claims, insurance operations, InsurTech, carrier leadership, fraud prevention, or digital transformation, this episode offers valuable perspectives on how technology and human expertise can work together to shape the future of claims.

Listen now and join the conversation.