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Insurance Business Review: Specials Magazine
The message is clear for anyone who cares to listen: “The pace of change has never been this fast yet will never be this slow again!” (Justin Trudeau, 2018). The exponential growth of technological possibilities versus the logarithmic development of large organizations is a huge challenge for stagnating and traditional industries such as banking and insurance. A recurring theme I observed while driving transformation and building state-of-the-art digital solutions for the past 20 plus years in the financial services industry is that technology – even the best and most innovative – always acts as a (powerful) enabler but is not the driver of real transformation and that change based solely on technology only takes you so far. Now, as the Chief Digital Officer at UNIQA Insurance Group, one of the major players in the insurance industry in Austria & CEE, I have the mission to develop and execute a digital strategy, and in 2016 led the effort to completely transform and digitalize the way we do business in order to stay relevant in the digital world. In the summer of 2016, we launched a new Digital Team within the existing organizational structures, endowing them with excellent talent, enough resources, and the guidance of our Group CEO and the Head of Group IT. There were two options for how to move forward with this new Digital Team: ... Read More
Top Claims Loss Adjustment Service in Europe 2026
Over the past decade, ETNA Company has established itself as a trusted authority in claims settlement, loss assessment, and damage recovery. Guided by a clear mandate to minimise loss and restore value, the firm has developed deep technical expertise that enables it to support insurers, loss adjusters, and affected businesses at the most critical moments of a claim. Clients engage ETNA not only for its technical precision but also for its unwavering commitment to responsibility, fairness, and professional discipline. A substantial proportion of the firm’s work is undertaken on behalf of insurers, including assignments with limited or no immediate commercial upside. Regardless of scale or complexity, ETNA applies the same rigorous standards to every engagement. This consistency has fostered enduring trust, reinforced the firm’s credibility, and resulted in long-standing relationships and repeat mandates from leading insurers. “Clients recognise our commitment, and it naturally strengthens long-term relationships while opening the door to larger assignments,” says Ewa Szymańska, CEO. A Structured and Transparent Approach to Loss Recovery ETNA’s involvement with a client typically begins after a loss has been reported to the insurer, who is responsible for assessing the damage and paying the indemnity. From that point forward, it supports the insurer, the loss adjuster and the affected party by focusing on damage minimisation and recovery. The team assesses damaged property, develops a recovery strategy, and manages the recovery scope to limit financial impact. ... Read More
Health Insurance Service in Europe
KLforExpats is a specialized firm that helps expatriates make confident, compliant health insurance decisions when relocating to Germany. It operates under KL Versicherungsservice GmbH, a licensed, independent insurance brokerage with a long-standing reputation for delivering expert, client-focused advisory services across Germany. Backed by this trusted foundation, KLforExpats, the Small but mighty firm, combines regulatory expertise with a human-centered approach—offering practical, tailored support instead of one-size-fits-all advice. As per German regulations, its services as a broker come at no cost to the client. The personalized guidance is especially crucial given that German law requires health insurance from the first day of residence or employment. For many expats, particularly those earning over €73,800 annually, this creates a time-sensitive challenge, as they are not automatically enrolled in public health insurance. They must choose between public and private coverage before receiving their first paycheck, often without access to clear, unbiased advice. Missing this window can lead to retroactive premium charges, payroll complications, lost employer contributions or even visa delays. KLforExpats takes the stress out of the process with fast, unbiased support delivered in fluent English. With deep expertise in both public and private insurance, especially the nuances of private coverage, it empowers clients to make confident decisions and move forward with clarity and peace of mind. “Expatriates often feel lost in the jungle of German health insurance,” says Mirja Lundehn, co-founder. “We give them clarity, a sense of security and the guidance they need to make the right decision.” Lundehn, a licensed insurance expert with over 25 years of experience, works directly with clients to clarify legal requirements, translate fine print and ensure HR and immigration compliance. While she leads the advisory process, KLforExpats’ strength lies in its collective effort. The firm’s dedicated Customer Happiness Team plays a crucial role in supporting clients, handling follow-ups, providing clear explanations and ensuring every case progresses without delay. This collaborative approach is especially valuable in a system where 98 percent of insurers offer no English-language support, leaving many expats without clear guidance. At KLforExpats, clients never deal with bots or junior staff. Instead, they benefit from Lundehn’s deep expertise, which opens doors to exclusive broker-only plans and allows for highly personalized solutions, especially in complex situations like preexisting conditions, short-term assignments or international relocations. ... Read More
Insurance Underwriting Service in Europe
AEC Underwriting offers what others often promise but rarely deliver: insurance solutions designed with clarity and care and the broker at the center. Its schemes are rooted in real market dynamics, supported by advanced automated risk tools developed with trusted partners. Every policy is data-driven, designed to handle the complex realities brokers face daily. With in-house claims authority and the MyAEC platform offering complete autonomy, brokers gain reliable coverage and the agility and confidence to serve clients with speed and assurance. AEC Underwriting has spent years listening closely to what clients in the Italian market need, not what looks good on paper, but the real coverage demands that come up repeatedly. That experience has shaped the way it builds its products. Each one is designed to fully match those needs with nothing overlooked. At the same time, it stays sharp on the legal side, keeping pace with regulations that are always in motion. This balance between precision and adaptability defines how the company works. “We empower brokers with smart tools, tailored coverage, and hands-on service combining innovation and trust to reshape insurance in Italy,” says, Alessandro Cianelli, CEO. AEC Underwriting is a Managing General Agent and a Lloyd’s Coverholder, which means it operates with reach and responsibility. Its strength is sharpest in Financial Lines and Medical Malpractice fields that demand clarity, speed, and zero tolerance for shortcuts. That’s why the company partners with global insurers who meet its standards. Together, they give clients not just coverage, but confidence. ... Read More
CXO INSIGHTS
Solutions for Financing and Reimbursement of Gene Therapies
Blanca Diaz, Vice President Claims, Risk Strategies Company
Product Development and Reinsurance Partners
Kathryn Rudolph, AU, CPCU, Director of Product Development, Southern Guaranty Insurance Company (SGIC)
The Importance of Maximising Customer Experience in The Claims Handling Process
Ignacio Gámez Sainz, Head of Claims, Prima
We all Got Here by Accident
Howard Benge, Director, Insurance Museum and Matthew Smith, Global Head, Strategic Insurance Group, Aberdeen Investments
Driving Agile Transformations in Credit Insurance
Jose Luis Piedrola Nadal, ITS Director, Atradius
Risk Management: How Banca IFIS is Interpreting the GDPR in the Digital Era
Laura Quaroni, Head of Privacy & Security, Banca IFIS Group
Resilience in a Changing Tide: Challenges and Opportunities for the Marine Insurance Industry
Rocco Bozzelli, Head of Global Insurance, MSC Cruises
InsurTech: Taking Insurance Industry by a Storm
Richard McCathron, President & CEO, Hippo Insurance
Should They Stay (at home) or Should They Go (back to the office) Now?
Dr. Achim Wolter, Circle Lead Transformation Circle, CEO Unit, Baloise Group, Switzerland
IN FOCUS
The Strategic Reinvention of Claims Loss Adjustment in European Insurance
Claims loss adjustment in Europe has evolved into a strategic, tech-enabled, and human-centric function, driving resilience, customer trust, and sustainability amid increasing risks and regulatory demands.
Navigating the Loss Adjustment Process in European Insurance Claims
European insurance claims rely on independent loss adjusters, follow clear EU and national regulations, offer strong policyholder protections, and provide ombudsman support for disputes—proper preparation and documentation help ensure fair outcomes.
EDITORIAL
Leadership, Discipline, and Digital Execution Redefining European Insurance
This edition of Insurance Business Review Europe examines how leadership discipline and operational rigor are reshaping the insurance industry amid accelerating digitalisation, regulatory pressure, and rising expectations around resilience and service quality. The focus is firmly on execution and how strategy is translated into measurable, sustainable outcomes.
Our cover story features UNIQA Insurance Group AG, spotlighting Barbara Liebich-Steiner, Chief Digital Officer / Head of Digital & Customer Solutions, whose leadership has driven a comprehensive, inside-out digital transformation. UNIQA’s approach demonstrates how a large incumbent can modernise without fragmentation. By aligning customer centricity, automation, innovation, and culture into a unified operating model, UNIQA simplified core customer journeys and strengthened internal collaboration. Digital platforms such as myUNIQA and enterprise-wide hybrid work tools enhanced agility while reinforcing organisational coherence, positioning UNIQA as a disciplined and forward-looking insurer.
In claims services, ETNA Company is recognised as the Top Claims Loss Adjustment Service in Europe 2026. ETNA has built its reputation on structured, transparent loss recovery processes that consistently deliver value to insurers. Its rigorous tender management, extensive buyer network, and strict data security standards reduce indemnity exposure while safeguarding trust. By applying the same level of discipline to both routine and complex claims, ETNA has established itself as a dependable authority in claims settlement and damage recovery.
This issue also features CXO perspectives from across the financial services ecosystem. Dr. Achim Wolter, Circle Lead Transformation Circle, CEO Unit at Baloise Group, outlines a trust-based hybrid work model that balances flexibility with accountability and embeds ownership into organisational culture. Laura Quaroni, Head of Privacy and Security, at Banca Ifis Group, emphasises that privacy by design and risk-based security are foundational to resilient digital business models.
Together, these stories underscore an industry shaped by deliberate leadership, operational discipline, and long-term vision. The organisations and executives featured here are not just adapting to change; they are defining the standards for the next phase of European insurance.
