NAU21 Reinventing Claims Management @ GSF 2026

On 11 June, NAU21 took part in the Annual Claims and Fraud Management Forum, organised by INESE in Madrid, one of the leading Iberian events dedicated to claims management, operational efficiency and fraud prevention within the insurance sector.

Throughout the day, a common theme emerged across the industry: the transformation of claims management is no longer a future possibility but a present necessity. Artificial intelligence, predictive analytics and process automation were at the heart of the discussions, not as abstract concepts, but as practical tools already being used to increase operational efficiency and support better decision-making.

However, one of the most significant messages from the event was that technology alone cannot solve the sector’s challenges. Real impact comes from applying it strategically to simplify processes, reduce manual tasks, improve the customer experience and free up teams to focus on higher-value activities. The objective is not automation for its own sake, but the intelligent and sustainable transformation of processes.

It was within this context that Rui Monteiro, CEO of NAU21, presented the company’s vision during the session “Reinventing Claims Management: Efficiency, Productivity and Cost Reduction in the Challenge of Combating Fraud”.

The presentation challenged one of the most deeply rooted assumptions within the industry: the belief that fraud is inevitable. According to Insurance Europe, up to 10% of claims costs are affected by fraudulent activity, leading many organisations to focus on detecting and managing fraud rather than preventing it.

NAU21’s approach proposes a shift in mindset. Rather than acting only after an incident has occurred, fraud prevention should be embedded within claims management processes through intelligent risk validation, data-driven automation and the elimination of vulnerabilities. The goal is not simply to detect fraud earlier, but to reduce the opportunities for it to occur in the first place.

The forum also highlighted the importance of preserving the human element in claims management. While technology can enhance analytical capabilities, identify patterns and generate alerts, human expertise remains essential to interpret context, validate conclusions and make informed decisions. As was emphasised during the event, technology does not replace claims handlers or loss adjusters; it enhances their ability to perform their roles more effectively.

The topics addressed in the latter part of the conference also underscored another challenge facing the sector: the need to respond to increasingly complex and emerging risks, from the impact of climate change to the risks associated with lithium batteries and large-scale, high-complexity claims. In this context, it became clear that no organisation will be able to tackle future challenges alone.

Collaboration between insurers, service providers, technical specialists and technology partners was identified as a critical factor in ensuring greater efficiency, trust and resilience. Transparency, knowledge sharing and cooperation emerged as essential elements in building an insurance ecosystem that is better prepared for the challenges ahead.

The Annual Claims and Fraud Management Forum 2026 confirmed that the future of claims management will be neither exclusively human nor exclusively technological, but built through the combination of both. More than a technological transformation, the sector is undergoing a fundamental shift in mindset: moving from reactive to preventive models, from fragmented processes to collaborative ecosystems, and from simply detecting fraud to creating mechanisms capable of preventing it.

It was within this discussion that NAU21 had the opportunity to share its vision, reinforcing its commitment to innovation and to developing solutions that enable insurers to create greater trust, efficiency and value across the industry.

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