American Integrity Insurance Company

Glen Gahrman

Claims Trust Champion

Delivering Efficient, Customer-Focused Claims Operations

My time in claims leadership has taught me a simple truth. When someone files a claim, they are usually dealing with stress, disruption and uncertainty. Our role is to bring calm to the situation, create clarity and deliver on the policy's promise. That responsibility should guide every decision we make.

I believe the best claims operations combine strong service with strong execution. We should move with urgency, communicate clearly and make the process as simple as possible for the customer.

Internally, that also means setting clear goals, creating accountability, and always looking for ways to improve. Great service is not accidental. It comes from disciplined teams that care about the outcome.

Key Trends Transforming the Insurance Industry

Many things that once felt innovative are now standard expectations. Customers want fast payments, text updates, mobile access, self-service options and communication on their terms. They compare their insurance experience to every other service experience they have, and that expectation is understandable.

From an operational standpoint, speed and smart decision-making matter more than ever. Technology and automation are helping companies triage claims faster, assign the right resources sooner and remove friction from the process. The real opportunity is not simply using new tools. It is using them in a way that creates better results for customers and stronger performance for the business.

Maintaining Speed of Resolution, Accuracy and Empathy in Claims Management

I view those three priorities as working together, not competing with each other.

Speed matters because customers want timely answers. Accuracy matters because they deserve the right outcome. Empathy matters because claims are personal and often stressful. If one is missing, the experience suffers.

That balance starts with building capable teams and giving them the right training, tools and expectations. I encourage adjusters to listen carefully, explain clearly and take ownership of each claim. The strongest professionals can be efficient, technically sound and compassionate all at once.

Navigating High-Pressure Situations and Evolving Industry Demands 

One of the biggest lessons is to stay steady when things become challenging. In claims, there will always be storms, volume spikes, difficult files and unexpected issues. Teams look to leadership for direction and confidence, so composure matters.

I also believe strongly in not letting one bad moment turn into two. Mistakes happen, and difficult days happen. Learn from them, correct what needs correcting and keep moving forward. Strong leaders create accountability without creating fear. They recognize success, coach through setbacks, and keep everyone focused on improvement.

Winning the Claims Management and Insurance Leadership Space

Be someone people can rely on. Show up prepared, follow through on commitments and be willing to take on challenges before you have the perfect title. Careers are often built by people who raise their hand, stay curious and consistently deliver results.

Set goals for yourself each year. Identify skills you want to build, projects you want to lead and relationships you want to strengthen. Then hold yourself accountable for making progress. Personal and professional growth rarely happens by chance.

Never stop learning. Seek mentors, ask questions, pursue designations such as AIC or CPCU, and continue building your business knowledge. Most importantly, stay humble, stay collaborative and keep improving. The people who go farthest are usually the ones still learning and still helping others succeed along the way.