Fraud & Claims Podcast Series

AI, empathy and the human touch

In conversation with Niamh McConville, Head of Claims Operations, Generali  



Published: 13 April 2023

By Gian Hayer

Digital Content Producer

From the rise of straight-through processing to the rise of ChatGPT, it is clear that AI has the potential to revolutionise the insurance value chain, from underwriting to claims. That being said, some are concerned that the increased of AI will damage insurance by stripping away the essential qualities that make us human, such as empathy and emotional intelligence.  

At our Insurance Innovators: Fraud & Claims event, I sat down with Niamh McConville (Head of Claims Operations, Generali) to unpack the role that AI and automation will play in claims and fraud departments as we move into the future. Listen to our podcast below to hear Niamh’s insights on:  

  • The potential of generative AI to transform claims and fraud departments. 
  • Whether empathetic AI will become a reality in claims. 
  • How the role of a claims handler is expected to change with further development of AI and automation.  


This podcast is the first in a series of interviews with our brilliant speakers, recorded on-site at our events. Stay tuned to hear insights in the coming months on everything from claims inflation to the insurance of automated vehicles.  

Follow us on:

Niamh McConville

Head of Claims Operations, Generali



Niamh McConville has a degree in Psychology. She has worked in many areas of Insurance, including Life, Municipal and High Net Worth. Niamh joined Generali in 2022 as the Head of Claims Operations, Technical Support and Parametric Claims.